Books and Workshops to build and sustain customer focus and service excellence throughout your entire organization.

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Customer Focus Books and Training Programs

Our book, That’s Customer Focus!, explains what customer focus is, why it’s a profitable business strategy, and shows you how to develop and implement an effective plan for creating and maximizing customer focus throughout your entire organization.

What’s inside..

This 190+ page book includes:

real situational examples and case studies,
stories which describe customer-focused excellence,
examples of best practices
explanations of how to implement each best practice,
clear easy-to-follow, step-by-step instructions,
reproducible assessments, planning, management and evaluation forms and tools,
8½ X 11 format for ease of use

More details about this book are provided below.

If you wish to peek inside this book, you can do so at Amazon.com by clicking here.

What will this book enable you to do?

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!

According to a recent AMEX study, your customers are placing significant emphasis on their service experience with you and this is having a major impact on their buying decisions. The best time to start is right now!

Ten Reasons Why Customer Focus and This Book is Worth Your Consideration

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.

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.

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.

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.

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.

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.

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.

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.

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. 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.

What are the Benefits of Customer Focus?

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.

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

IX. Create a competitive advantage

Now That's Customer Focus!

The practical strategies and detailed instructions in this book can help you to achieve these essential performance improvements.

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?

Purchase Thats Customer Focus from Amazon

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.

Table of Contents and Outcomes

Chapter 1: Customer Focus 101

defines what service is and is NOT
discusses why service is important and presents a business case for creating a Customer-Focused Organization
provides you with tools to create a business case for your specific organization
explores customer expectations and customer perceptions when it comes to service

Chapter 2: What is a Customer-Focused Organization?

provides a simple definition and description of a customer-focused organization
provides a description of the common characteristics of a customer-focused organization
offers an exercise to critique your own business on its customer focus

Chapter 3: Creating a Shared Vision and Service Values

provides you with an explanation of why a shared vision is important
suggests the steps to be followed in creating a shared vision
provides a definition of service values
outlines the importance of embedding service values throughout the company
provides an example of a service values and beliefs

Chapter 4: Service Comes From Within

explains how and why customer service and customer satisfaction require cooperation and partnership among employees of different functions and departments
helps you to identify your internal service partners
helps you assess to what degree you are a help or a hindrance to your customers and identify areas for service improvement
discusses those situations in which people indirectly affect the value customers receive
provides a service checklist that will allow you to see the relationship between your job and the customer's satisfaction
helps you to identify ways to help others in the organization to provide service more effectively

Chapter 5: Customer-Focused Leadership

explains why service is a leadership issue
defines ten key Customer-Focused Leadership Principles (Best Practices)
provides you with a method to assess your current level of customer-focused leadership

Chapter 6: Training and Selection

describes the attributes of exceptional service providers
provides a method for evaluating current employee customer-focused behaviour and attitudes
describes what training is needed to be truly customer-focused
provides tips on hiring/selecting customer-focused employees

Chapter 7: Know Your Customers

outlines the importance of listening to the voice of the customer
offers a simple method to better understand your customers and their needs
provides sample surveys and customer interview tools
explains important considerations when designing your survey process
assists you in designing your own survey instrument

Chapter 8: Know Your Competition

provides unique techniques for gathering information about your competition
provides an exercise to apply the techniques for gathering competitive information
offers an exercise for producing a competition report card
Chapter 9: Learning From Your Customers
provides a definition of Moments of Truth
offers tips for identifying Moments of Truth
provides a definition for identifying critical customer incidents
offers tips and techniques for investigating critical customer incidents
suggests ways critical customer incidents can be used to aligned your processes and procedures to ensure a quality customer experience.

Chapter 10: Service Standards

discusses important considerations when using service standards
discusses the need for integrating service standards into training and day-to-day performance
provides examples of specific customer service standards for greeting the customer, transfers, putting callers on hold and problem resolution
gives examples of how phone messages, voice mail and email can be used to demonstrate customer commitment
offers recommendations on how to establish service standards

Chapter 11: Pro-Active and Effective Recovery

explains why service recovery is of strategic importance
discusses the development of specific pro-active recovery plans
provides an analysis tool to help you determine the current state of your service recovery methods
provides an approach for dealing with angry customers

Chapter 12: Reward and Recognition

provides an outline for designing your own Reward and Recognition program
includes a list of critical "Do's and Don'ts" for designing your Reward and Recognition Program

Chapter 13: Measuring Operational and Service Quality

provides a case study that illustrates the connection between service and operational measures
offers examples of operational measures
explains how these operational measures can be used as the foundation of your improvement efforts
provides an exercise to help you identify your operational and service measures
provides an exercise for identifying your service and quality improvement readiness

Chapter 14: Conclusion and Critical Action Items Checklist

this checklist will help you organize and plan your Customer-Focused Strategy and Implementation plan

Consultants would charge you hundreds if not thousands of dollars for the knowledge we provide you is this incredible resource.

Get your copy today.

Five Classroom Based Workshops to Choose From

Workshops also available!

Five amazing workshops and an online program to help you create and sustain customer focus in your organization.

Click here to find out more

What is Customer Focus?

Some people refer to it as Customer Driven, others call it Customer Centric, Customer Oriented, Client Focused, Customer Friendly or Customer-Focused Culture. Whatever you want to call it, it looks something like this...

1. You and all of your employees demonstrate an unwavering commitment to service excellence regardless of the economic climate.

2. Every employee understands how this leads to customer retention, customer loyalty, customer advocacy and sustainable profitability.

3. Every action you and your employees take is based on a relentless commitment to meeting and exceeding customer expectations each and every day.

4. You constantly listen to the voice of your customers and change the way you do business in order to continually make it easier for your customers to do business with you.

5. You know your customer touch points and supporting internal processes and you constantly evaluate and improve these to reflect what your customers value.

6. Every one of your employees understand what he/she must do and is empowered to act in a manner which adds value to every interaction with both the paying customer and those within the organization that rely on them for their work.

... That’s Customer Focus!

You will find out why each of these six outcomes are important and learn how to create and implement a practical and hands-on plan for achieving them in order to maximize customer focus.

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More About That’s Customer Focus

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.

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,
create a long-term loyalty-based revenue stream,
align your systems, people and processes with what your customers value,
differentiate your organization through the delivery of exceptional service and attract new business
improve employee performance, retention and morale.

A detailed listing of the specifics of what you will be able to do as a result of reading this book is provided below. Click here to review.

We have also provided research data, testimonials, rationale, and more details about this great book on this page.

Click here to view the table of contents and outcomes from each chapter.

That’s Customer Focus! is available in paperback and e-book formats. You can purchase a copy of the paperback for only $29.95 on Amazon.com or you can download your copy of That’s Customer Focus right now for only US$21.20.

Our e-book version is available through Clickbank.com. And, when you purchase our e-book you also get a 60 day money back guarantee which is as follows: . "ClickBank sells our products - 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."

Video of TV interview with the author. Run time is 4 minutes.

CLICK HERE TO PURCHASE PAPERBACK AT AMAZON FOR ONLY $29.95

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Why Customer Focus?

What will this book enable you to do?

Ten Reasons why...

What are the Benefits of Customer Focus?

View the Table of Contents

What is Customer Focus?

CLICK HERE TO PURCHASE PAPERBACK AT AMAZON FOR ONLY $29.95

BUY NOW!

Why Customer Focus?

Here are just a few reasons.

Customers consider their overall service experience to be more important than ever.

One third of customers are loyal due to consistent, positive service experiences with their provider.
22% refuse to do business with any business that does not provide excellent customer service.
73% include the service experience when making buying decisions
70% are willing to pay more for consistent excellent customer service.

The need to embed customer focus throughout your organization is greater than ever. (Amex Global Service Barometer)

This book gives you the facts on why customer focus is a winning business strategy.

You will learn what you need to do to deliver exceptional service, retain customers, earn customer loyalty, recover pro-actively and listen to the voice of the customer and you will be able to use the detailed instructions in this book to transform your organization into one with exceptional customer-focus!

If you want more reasons, read on.