The customer delight principle: exceeding customers' expectations for bottom-line success
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| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Chicago, Ill. [u.a.]
McGraw-Hill
2001
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| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XIV, 192 Seiten Illustrationen, Diagramme |
| ISBN: | 0658010042 |
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MARC
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| 245 | 1 | 0 | |a The customer delight principle |b exceeding customers' expectations for bottom-line success |c Timothy Keiningham and Terry Vavra |
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Contents
Preface xi
Acknowledgments xiii
1. Satisfaction Guaranteed 1
King of the Road 2
Roadkill 6
The Siren's Call 9
The Uncertainty Principle 12
An Implementation Problem 13
Not a Straight Line 15
Summary 17
2. Zone Defense: Pain, Satisfaction, and Delight 21
Can't Get No Satisfaction 22
The Impact of Competition 29
Satisfaction-Maintaining vs. Delight-Creating Attributes 31
Summary 33
vii
viii Contents
3. Shaky Foundations 37
Smile Surveys 38
Lies, Damn Lies, and Statistics 41
Can't Get Real 44
Does This Mean Mean What I Think It Means? 45
What Is Significant? 51
The Problem with Numbers 54
Summary 57
4. Cracking the Code 59
Decoding Delight 60
Delight Progression Interface 1: Perceived Performance
Leads to Customer Delight 62
Delight Progression Interface 2: Customer Satisfaction
Leads to Customer Retention 72
Delight Progression Interface 3: Customer Retention
Leads to Profitability 78
Summary 82
5. The Role of Employees 85
The Front Line 86
Employee Capability 88
Employee Productivity 90
Focus First on Customers 91
Summary 92
6. The New Business Reality 95
Waves of Change 96
The Productivity Turnaround 97
Redefining Quality 99
Thinking Positively 102
Managing Outside-In 105
Updating Our Marketing Strategies 109
A Return to Ethics 111
Modernizing the Marketing Plan 113
Summary 115
Contents ix
7. Voices of Experience 119
The Gap Between Desire and Reality 120
The Business Context 121
The Design Process 122
Learning from the Best 123
Summary 124
8. The Case of Roche Diagnostic Systems 127
The Challenge of Improvement 128
Establishing Measures 129
Establishing Benchmarks and Setting Goals 131
Preparing Roche for Change 132
First Steps 133
Amplifying the Voice of the Customer 134
A Process-Improvement Example 136
Did It Pay Off? 139
Summary 140
9. The Case of Toys "R" Us 143
New Game, New Rules 144
Fixing a Broken Toy 146
The Discoveries 147
Creating Delight 149
Did It Pay Off? 150
Summary 151
10. The Case of Mercedes-Benz USA 153
The Company 154
The Vision Starts 154
Creating a Customer-Focused Support Center 157
The Client Care Center 163
Responding to Client Feedback 165
Modeling the Relationship 167
Did It Pay Off? 167
Summary 169
x Contents
11. The Delight Epiphany 171
The Dimensions of Success 171
Accountability 175
Scope 176
Creating Delight 176
Your First Steps 177
References 179
Index 187 |
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| spelling | Keiningham, Timothy L. Verfasser aut The customer delight principle exceeding customers' expectations for bottom-line success Timothy Keiningham and Terry Vavra Chicago, Ill. [u.a.] McGraw-Hill 2001 XIV, 192 Seiten Illustrationen, Diagramme txt rdacontent n rdamedia nc rdacarrier Kundenbindung (DE-588)4384508-3 gnd rswk-swf Kundenorientierung (DE-588)4316837-1 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Kundenorientierung (DE-588)4316837-1 s Verbraucherzufriedenheit (DE-588)4129147-5 s Kundenbindung (DE-588)4384508-3 s b DE-604 Vavra, Terry G Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018884057&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Keiningham, Timothy L. Vavra, Terry G The customer delight principle exceeding customers' expectations for bottom-line success Kundenbindung (DE-588)4384508-3 gnd Kundenorientierung (DE-588)4316837-1 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
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| title | The customer delight principle exceeding customers' expectations for bottom-line success |
| title_auth | The customer delight principle exceeding customers' expectations for bottom-line success |
| title_exact_search | The customer delight principle exceeding customers' expectations for bottom-line success |
| title_full | The customer delight principle exceeding customers' expectations for bottom-line success Timothy Keiningham and Terry Vavra |
| title_fullStr | The customer delight principle exceeding customers' expectations for bottom-line success Timothy Keiningham and Terry Vavra |
| title_full_unstemmed | The customer delight principle exceeding customers' expectations for bottom-line success Timothy Keiningham and Terry Vavra |
| title_short | The customer delight principle |
| title_sort | the customer delight principle exceeding customers expectations for bottom line success |
| title_sub | exceeding customers' expectations for bottom-line success |
| topic | Kundenbindung (DE-588)4384508-3 gnd Kundenorientierung (DE-588)4316837-1 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| topic_facet | Kundenbindung Kundenorientierung Verbraucherzufriedenheit |
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