Recently Named a Top 10
Customer Service Book!
Deliver Exceptional Service,
Retain Customers, Earn Customer Loyalty, Create Sustainability,
and Become a Customer-Focused Organization from the inside-out: "That's Customer Focus !"
Find out
why customer focus is a winning business
strategy and what you can
do to transform your organization into one which is
truly customer-focused!
Has been awarded 5 star ratings on
Amazon.
Customer Focus is an aligned, organization-wide and unwavering
commitment to service excellence, leading to customer loyalty and
advocacy. The result is sustainable profitability.
In a Customer-Focused organization,
Leadership, Processes and People are customer-aligned. This requires
three things:
-
Every
action is shaped by a relentless commitment to meeting and
exceeding customer expectations regarding product and service
quality.
Customer touch points and
supporting internal processes
are
constantly evaluated
and improved
to meet or exceed those expectations.
Every
employee
understands what he/she must do in order to maintain and add
value to every relationship with both the paying customer and
those within the organization that rely on them for the work
they do.
That's Customer Focus! guides you through what you need to know and
all of the steps you need to take in order to achieve these three
things and maximize customer focus throughout your
entire organization.
Based on 20 years of hands-on practical expertise and extensive
research of proven best practices, this book will enable you to develop and implement a comprehensive action
plan for embedding customer focus throughout your entire
organization, department or team.
"This book outlines a winning strategy for embedding customer
focus throughout your organization." - Eric F., Toronto
We explain how to use proven "customer focus" best practices
so you can:
-
create long-term customer retention and loyalty,
-
continually listen to the voice of the customer,
-
align your systems, people and processes with what your customers
value,
-
create a long-term loyalty-based revenue stream,
-
differentiate your organization through the delivery of
exceptional service and attract new business,
-
improve employee performance, retention and morale.
Containing
200 81/2 X 11 pages you will find:
-
real situational examples and case studies,
-
actual stories which describe customer-focused excellence,
-
detailed explanations and examples of how to implement each
best practice,
-
clear easy-to-follow, step-by-step instructions,
-
reproducible assessment, planning, management and evaluation
forms and tools.
A detailed listing of the specifics of what you will be able to do
as a result of reading this book is provided below.
We have also provided research data, testimonials, rationale, and
more details about this great book on this page.
I hope you
will find our books and this web site interesting and helpful.
Check out the details below about That's
Customer Focus and if you have the time check out
The Customer
Focus Companion, our
Customer Focus Workshops,
Free Online
Assessment,
and
Articles about Customer Focus
... And if you are so inclined, please consider purchasing a copy of this book.
If you get your
customers' experience
right, especially in this unsettled economy, they will reward you with a greater share of their
wallets now and in the future.
Thanks for your time.
What else is on this page?
Click on any of
the topics from the menu below. If we have not covered something, send us an email or use
our online chat feature. We will be happy to be of service.
1.
What Specifically
Will This Book Enable You to Do?
2.
Top Ten Reasons Why This Book is Worth Your
Consideration
3.
What is
Customer Focus and What Are the Benefits to You?
4.
Why Customer Focus and Why
Now?
5.
Testimonials
6.
About the Authors
7.
How
Customer Focused Are You?
8.
Look
inside the book at Amazon.com
"This
book is a must for anyone who wants to put their organisation on the path to success! In fact, I
purchased a copy for every one of my Managers." - Richard C., London
"I particularly liked the sections on
strengthening internal partnerships. People need to know how what
they do impacts on the customer. The approach you outlined really
helped." - Anthony D., Dublin
"Great information in an extremely
useful format. I love the way you describe things in a very
comfortable and clear fashion." - Ed M., New York
1.
What specifically will this book enable you to do?
Using
this 200 page resource, you will be able to develop and implement a
detailed action plan for how you will maximize customer focus
throughout your entire organization, department or team.
At the very least
You will be able to:
-
Establish a
clear vision of
what customer focus means in
your unique organization.
-
Understand the financial
advantages and consequences
associated with implementing a customer focus strategy
and build a business case
for this strategy.
-
Understand the enormous impact of
customer expectations on your business and be clear about what
it takes to
wow customers into becoming
your biggest loyal fans.
-
Use the fully detailed
techniques and approaches for
listening to the voice of the customer and use
this information to
create value and
customer loyalty.
-
Trace the flow of your
customers through your organization
(Map your customers’ journey) so you can identify and implement
leveraged changes which will have the greatest impact on your
customers’ perceptions of your business.
-
Establish and reinforce
customer-focused service values and standards
throughout your organization.
-
Strengthen internal
“service” cooperation and
partnering in order to ensure that all you employees work
towards ensuring every customer experience is a positive one.
-
Understand the leadership
skills managers and supervisors must employ in order to in
create and sustain a
customer-focused environment.
-
Determine what
training your staff will
need in order to become customer-focused and how to do it.
-
Use
service recovery
(when things go wrong) pro-actively to
create customer loyalty.
-
Determine
what to measure in order to
sustain a customer-focused environment.
-
Understand the impact your current
systems, policies and procedures have on your employees’ ability
to focus on the customer and determine
what is required to align
these to at the very least meet customer expectations.
-
Create and
implement a customer focus strategy that works.
All of this is accomplished through
the use of stories, case studies, real world examples, detailed
straight-forward explanations, application exercises, job aids,
worksheets, planning tools and more. So
why not get your copy right now!
"This book outlines a winning strategy for embedding customer
focus throughout your organization." - Eric F., Toronto
If you wait for economic
conditions to improve, that will probably be too late. The best time
to start is right now.
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2. The Top Ten Reasons Why
This Book is Worth Your Time
We
know you want value for your hard earned cash and you need a good
reason before you spend it. Here are ten good reasons based on
several independent research studies.
X.
Between 85% and 95% of senior business leaders believe that
the next competitive differentiator is Customer Experience.
Implementing a comprehensive Customer Focus Strategy will give you a unique competitive advantage.
"Great book! We spend so much time
focusing on getting new business we sometimes forget about our
existing customers. You certainly made it clear what we need to
do to retain our existing customers." - Cheryl M., Vancouver
IX. Beyond price and quality, your customers value how they are treated.
Only 12 -14% of customers leave for product reasons while 68% leave
because of poor treatment by employees.
"If you really want to understand how to create and sustain Customer
Focus, this
book is worth every penny."-Thomas W., Texas
VIII.
Only 4% of unhappy customers ever complain; 90% do not bother to
complain and simply go elsewhere.
Your customers are looking for maximum value when spending their
hard-earned cash, particularly in this economy.
"This book is a must for anyone
who wants to put their organisation on the path to success! In
fact, I purchased a copy for every one of my Managers." -
Richard C., London
VII.
80% of companies believe they deliver a superior Customer Experience
however only 8% of their customers agree. Your
customers make their buying decisions based on their perceptions of
your organization, not your perception.
"This book avoids theory and focuses
on the practical. It provides tools and detailed processes you
can use immediately. It's an excellent resource!" - Beth D., Perth
VI.
Companies lose 50% of their “satisfied” customers.
"Satisfy" means
providing nothing more or less than the customer expects.
Customers
want to deal with those who demonstrate that their business is
valued. Creating a Customer-Focused
Culture is a proven strategy for both short-term success and
long-term growth.
"Great information in an
extremely useful format. I love the way you describe things in a
very comfortable and clear fashion." - Ed M., New York
V. Keeping your existing
customers is cheaper and more profitable than getting new ones.
The average value of customers is 8 to 10 times their initial
purchase. The cost to attract a new customer is 5 to 6 times the
cost to save one.
"This book is a Boss' survival guide
to Customer Focus. Very well written, covers all the bases of
Customer Focus and very readable." - Charles G., Montreal
IV. The cost of poor service
ranges between 25% to 35% of your operating expenses. Aligning
internal processes and ensuring every employee understands how he or
she contributes to the customer experience will reduce the cost of
poor service.
"I particularly liked the sections
on strengthening internal partnerships. People need to know how
what they do impacts on the customer. The approach you outlined
really helped." - Anthony D., Dublin
III.
Customer Focus is a profit strategy. Low customer focus companies
average a 1% Return on Sales and lose 2% market share each year.
High customer focus companies average a 10 -12% Return on Sales and
grow 5 - 6% a year.
"Thanks Ray. This book is exactly
what I was looking for." Keith B. -Pepsico
II. This book will help you to
increase customer retention, create customer loyalty, and ensure
sustainable long-term revenue. A 5% increase in customer
loyalty will contribute between 25% and 125% directly to your bottom
line.
"I really liked your stories and
situational examples. These really helped me to understand how
to look at my business through my customers' eyes. - Roger M.,
Houston
I. This book provides a detailed roadmap, clear instructions and useful
tools which you can use to create and implement your own
customer-focused strategy and implementation plan.
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3. What is Customer Focus? – In 30
seconds or less… And What are the Benefits?
We call it Customer Focus. Others, refer to it as a
Customer-Centric Culture. Whatever you wish to call it...
if there was ever a time when you needed this,
it's right now!
-
Customer Focus
is about getting each and every one of your employees to look at
their job through the eyes of your customers and understanding
what they must do to add value to the customer's experience.
-
Customer Focus
is about continually listening
to the voice of your customers, getting their input and feedback
and using this information to make changes which they value –
changes to your products and services and how you do business.
-
Customer Focus
is about adding value at all levels of your organization – from
IT to sales and the shop floor to customer service and every
department in between.
-
Customer Focus
is much
more than good or great customer service...and it’s true
Customer Focus that will give you a
competitive advantage.
We not only explain each of these
aspects of customer focus in greater detail but, more
importantly, we provide you with a detailed roadmap and clear
directions on how to achieve each of these.
Here is what embedding customer
focus can do for you.
The research we have studied and our own experience over the past 20
years clearly shows that any organization that chooses to implement
a customer-focused strategy will at the very least:
I. Build long-term
revenue
II. Win customer trust and
forge long-term relationships
III.
Keep their customers when times are tough
IV. Attract new customers
V. Differentiate
themselves from their
competition.
VI. Bring out the best in
their
employees
VII. Maximize operational
performance
VIII. Reduce operating expenses
by eliminating the cost of poor service
Now That's Customer Focus!
The practical strategies and
detailed instructions in this book can
help you to achieve these.
You will be able to create and implement a customer
focus strategy that gets the results you want and need.
So why not get your copy of That's Customer Focus! today?
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4. Why
Customer Focus and Why Now?
There
is no doubt that the global economy is in turmoil. Everywhere you
turn the headlines are signaling doom and gloom. As a fellow
business person I share your concerns. On the plus side, world
leaders seem to have learned from the errors of the past and while
it's early in the game, they seem to be taking unified actions to
stimulate their respective economies or at least mitigate the
negative impact of global recession.
As business people, we can
learn from the past also.
More than thirty years of research has been conducted in the area of
how embedding customer focus can not only prepare your
organization for tough times but more importantly position your
organization to maximize long-term growth and profitability.
(to see relevant research data click here)
Experts and business leaders alike all agree that customer-focused
organizations have an undeniable competitive advantage, enjoy
long-term revenues because they possess a profound base of
loyal customers and employees.
You
may be thinking... If so many business leaders think this, why
aren't more organizations Customer-Focused? Knowing
something is important and making the long-term commitment to do
something about it are two very different things.
It comes down to a choice.
In today's economy that seems to mean "ride out the storm and rebuild
when things turn around" or view
the current situation as an opportunity and...Carpe Diem!
If you want to seize the day, That's Customer Focus! can help.
For over 20 years we have been
helping organizations, large and small, build customer loyalty,
win their customers' trust and transform their customers'
experience into ones which are truly memorable. In fact, one of
our clients, with whom we have been working for the past three
years, was recently awarded the International Service
Excellence Award for their business category.
This book provides a detailed roadmap, clear instructions and useful
tools which you can use to master customer focus. You will be able
to create and implement a
customer-focused strategy and implementation plan that works!
Using this
invaluable resource, you will be able to develop and implement a detailed
action plan for how you will maximize customer focus throughout your
entire organization, department or team.
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5. Testimonials
Here are just a few comments from people like you that have
purchased this book.
"I particularly liked the sections on
strengthening internal partnerships. People need to know how what
they do impacts on the customer. The approach you outlined really
helped." - Anthony D., Dublin
"Great information in an extremely
useful format. I love the way you describe things in a very
comfortable and clear fashion." - Ed M., New York
"Thanks Ray. This book is exactly
what I was looking for." Keith B. -Pepsico
You can not
afford to
lose
any customers. So why not
get your copy today!
Our paperback version
of the book was recently ranked
#43
in Amazon's business book section.
"I really liked your stories and
situational examples. These really helped me to understand how
to look at my business through my customers' eyes. - Roger M.,
Houston
"This book is a Boss' survival guide
to Customer Focus. Very well written, covers all the bases of
Customer Focus and very readable." - Charles G., Montreal
"Great book! We spend so much time
focusing on getting new business we sometimes forget about our
existing customers. You certainly made it clear what we need to
do to retain our existing customers." - Cheryl M., Vancouver
This book will
help you to
achieve greater customer focus and give
You
a unique Competitive Advantage.
And,
when you purchase the e-book you also get a 60 day money
back guarantee which is as follows: . "ClickBank
sells this e-book product - they are
a trusted online retailer specializing in digitally delivered
products.". ClickBank will, at its option,
replace or repair any defective product within 60 days from the date
of purchase. After 60 days all sales are final. ClickBank does
reserve the right to alter or revise its return policy at any time."
"If you really want to understand how to create and sustain Customer
Focus, this
book is worth every penny."-Thomas W., Texas
"This book avoids theory and focuses
on the practical. It provides tools and detailed processes you
can use immediately. It's an excellent resource!" - Beth D., Perth
This book will help you to
increase customer retention, win customer loyalty, and maximize
loyalty-based long-term revenue. A 5% increase in customer
loyalty will contribute between 25% and 125% directly to your bottom
line.
That's Customer Focus!:
The Overworked and Under-appreciated Manager's Guide to Creating a
Customer-Focused Organization provides you with all the
essential information, examples and tools you will need to transform
your organization into one which is truly Customer-Focused.
Whether you are a business owner, executive, manager or supervisor,
this book will help you to create or sharpen Customer Focus
throughout your entire organization.
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6. About the Authors
Ray Miller
For
the past 20 years Ray has worked with a wide range of organizations in
the development and implementation of customer focus and training
solutions that get results. Ray helps his clients achieve improved
service performance by providing training solutions that are highly
targeted and strategically linked to operational goals and objectives.
The training provided is based on sound research and employs proven
concepts and methodologies which are delivered in the most appropriate
way to achieve the desired changes in mind-set and performance.
In his
past experience Ray has headed the Sales and Service training group for
one of Canada’s largest Banks, been training practice leader for the
consulting firm Stevenson Kellogg, President of CanTrain Development
Corporation and Managing Director of The Training Bank.. He has worked with clients, both large
and small on training initiatives in Financial Services, Manufacturing,
High Tech, Construction, Aviation, Healthcare and Hospitality industries
in Canada, the United states and abroad. He
is a gifted writer and facilitator who has been described as both
knowledgeable, motivational and humorous. Drawing from his extensive
business experience, his focus is on the practical rather than
theoretical.
Laura Miller
Laura
Miller is a Human Resource Development specialist and Master
Training Designer with over 20 years’ experience in research,
design, instruction, and consulting.
Since 1987, Laura has designed and
delivered hundreds of highly effective training programs ranging
from technical skill enhancement to management development, and
service quality and service leadership which are linked to corporate
and operational objectives. She has developed and implemented
numerous needs assessment and/or 360 degree assessment tools and
processes, combined with the development of competency models and
curriculum planning for a wide range of organizations during her
career.
Laura is also a gifted writer, speaker
and facilitator and has conducted many training programs, public
speaking engagements and facilitated numerous information and
problem-solving meetings in Canada and the United States spanning
the range from executive management to frontline employees.
In a consulting capacity, Laura has worked with numerous
organizations and business units to define development needs,
develop strategies and tactical plans, design and deliver learning
solutions, and evaluate outcomes against objectives.
For over 20 years we
have been working with companies both across North America and
internationally, helping them to improve customer service,
service quality, customer-focused leadership and more. In that time
we have accumulated considerable expertise in what companies need to
do to differentiate themselves from their competition and win customer loyalty.
It would cost
you thousands of dollars to learn what we know. Now you can
get this knowledge for a fraction of its true value.
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7. Free "How Customer-Focused Are
You? online assessment
You may be thinking that
you and your organization are quite customer-focused. You are not
alone and you may be right but please consider this...
In a survey conducted by
Bain & Company 362 firms were assessed. Eighty (80) percent believed
they had a high level of customer focus and delivered a "superior
experience" to their customers.
But when their customers
were asked about their own perceptions, they found that they rated
only 8 percent of companies as truly delivering a superior
experience.
If you are one of the
8%, good for you and congratulations. If you are not, this spells
trouble. In the world of customer focus, your customers' perceptions
are more important. In a highly competitive marketplace can you
really afford to
take any chances?
If you are not sure how
Customer-Focused your company is, why not join the 2000+ companies
that have completed this exceptional online assessment tool. It only
takes a few minutes,
it's completely unbiased, it's confidential and
you will get immediate feedback once you complete it.
Click here
or on the
link above to obtain your free password to access this online
assessment. It's fast, it's
easy and it's free.
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Free Small Business Online
Assessment based on Malcolm Baldridge Award Criteria
Our
Small Business Assessment can help your company identify important
opportunities for improving service, productivity & efficiency,
employee morale, sales and marketing, and profitability.
This carefully crafted assessment is designed with the small
business manager in mind. It will help probe the most significant
areas of your business operation, in the minimum amount of time and
is based on the proven content of the Malcolm Baldrige Quality Award
criteria.
The Malcolm Baldrige Quality Award is a federally governed award
instituted in 1987 to promote a framework for evaluating and
improving business efficiency. The award is granted each year to
stellar companies and organizations in manufacturing, service,
education and small business.
Small businesses have earned distinctive reputations by successfully
applying the Malcolm Baldrige Quality Award criteria as a means for
evaluating their company.
This
free online assessment will provide a source of information on
managing for excellence and facilitating communication about
performance excellence within your organization. This
self-assessment could be the first step for your company to join the
ranks of the best-managed small businesses.
"You can pay
high priced consultants thousands of dollars to help you enhance
customer focus or you can buy That's Customer Focus! and do-it-yourself."
Terry M. - Halifax
Click here to go to this online assessment.
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Why not take your first step on your
journey to improved customer focus, performance and profitability?
© The Training Bank 2010