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Anticipate: Knowing What Customers Need Before They Do,Used
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Design and implement the ideal customer focusAnticipate provides business readers with a practical howto approach for taking their customersupplier relationship to one that is more sustainable and more mutually profitable. Much of the discussion on customer experience has centered on the hospitality or retail industries and has showcased the discrete techniques organizations use to deliver better service and create more satisfied customers. Anticipate extends and integrates those techniques to deliver an endtoend customer experience that can be applied in any industry, by any type of organization. Get proven guidance on how to design and implement a customerfocused journey that moves beyond the transaction and satisfied customers, to a relationship and culture that creates and leverages loyalty and the profitability that comes with it. Explains proprietary methodssuch as the Customer Focus Maturity Model and Value Chain Labs that teach readers the steps and tools organizations use to create, drive and optimize their customer focus. Authors Bill Thomas and Jeff Tobe have used their 10point framework to guide Fortune 500s, startups as well as nonprofits in charting a customerfocused journey that matures, anticipates and delivers increasing levels of loyalty and profitability with their customers, and across their broader value chain.Anticipate will provide you with fieldproven steps, tools and examples that youll use to take your customerfocused strategy, execution and culture to the ideal level.
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