Books
Managing
the Customer Experience
Turning Customers Into Advocates
Customer Satisfaction is no longer enough. Satisfied customers are not loyal customers. They shop around--they may like you, but not enough to resist the temptations of your competitors.
Truly loyal customers can't imagine doing business with anyone else. They are your best advertising because they've become advocates for you company. They bore their friends with stories of how great you are.
Companies who have such customers have managed to create a customer experience that is consistent, intentional, differentiated, and valuable. To do this they use all aspects of the business, marketing operations, and human resources to work together to deliver to the customer. It is no longer enough to make great advertising; now you must deliver on your brand promises.
In Managing the Customer Experience, Forum's Joe Wheeler and Shaun Smith show you how to follow the example of great companies that are already benefiting from the effects of customer advocates. Companies that have created a Branded Customer Experience®.
Order your copy today from Amazon.com or click here to learn more.
Uncommon
Practice
People who deliver a great brand experience
Interbrand and Forum partnered to create Uncommon Practice.
Uncommon Practice looks at great brands which deliver unique customer experiences. Critical to the success of these brands is the way they treat their own people. Open management, share ownership, training and appraisals are common benefits, but can you guess which company has an empty seat policy on the company jet, keeps a fleet of yachts, has a monthly beer bus, gives an employee the Bentley for the weekend or awards Tiffany stars?
Through a series of interviews with key executives, Uncommon Practice gives an insight into how certain companies have become so successful by providing remarkable experiences for their customers and staff alike.
Running
Training Like a Business
Delivering Unmistakable Value
David van Adelsberg and Edward A. Trolley offer an innovative approach for transforming traditional training organizations into training enterprises that consistently deliver tangible business value.
Customer
Centered GrowthFive Proven Strategies for Building Competitive Advantage
Customer Centered Growth by Richard C. Whiteley and Diane Hessan offers proven, practical ways to achieve growth in today's business environment.
The
Customer Driven Company:
Moving From Talk to Action
The Customer Driven Company by Richard C. Whiteley is the first book to go beyond inspiration to provide clear, detailed strategies for improving service and product quality.
