About the Book :
Customer Genius offers you a more intelligent and imaginative approach to customers. It starts from how customers see the world, what they seek to achieve and the context in which they see your business as part of that activity or ambition. It reaches deeper into the customer psyche, reaching beyond superficial research averages, beyond articulating needs and wants based on convention, to what motivates and inspires them. And as a result, learns to work on their terms -- inverting the way we do business, pull rather than push, understanding where, when and how they want to do work with us. It recognizes that customers expect companies to do more for people -- to go beyond the product, the transaction, to add more value to their lives, helping them to achieve what they couldn't otherwise. They will return this commitment -- through trust and loyalty - not through incentives and rewards, but through becoming an essential and enabling part of their lives. Customer Genius gives you the knowledge, capabilities and inspiration to address your relevant customer challenges in practical and profitable ways.
Interesting Facts :
Customer Genius helps you do business on your customers terms. From Toyota to Tesco and from Microsoft to MySpace, companies that learn to see the world from their customer's point of view are the ones who will really grow and thriveFisk was named in a Business Strategy Review article (Winter 05) as one of the "world's greatest business thinkers". He has an international reputation and his book sells accordingly in international marketsBest-selling author, whose first book Marketing Genius (Capstone) has sold nearly 16,000 copies worldwide to date. Spectacular translation activity with 20 language deals and 1 international reprint
PART 1 THE CUSTOMER WORLD.Track 1: Hello!Track 2: My world ... people and their passions.Track 3: My agenda ... what matters most to me.Track 4: My terms ... power to the people.Track 5: My business ... the customer business.PART 2 THE CUSTOMER BUSINESS.Dimension 1: Customer vision.Dimension 2: Customer strategy.Dimension 3: Customer insights.Dimension 4: Customer propositions.Dimension 5: Customer solutions.Dimension 6: Customer connections.Dimension 7: Customer experiences.Dimension 8: Customer service.Dimension 9: Customer relationships.Dimension 10: Customer performance.PART 3 THE CUSTOMER CHAMPIONS.Track 6: Leadership ... leading a customer revolution.Track 7: Culture ... creating a passion in people.Track 8: Transformation ... the journey to customer-centricity.