Customer Genius

Author: Peter Fisk  

Publisher: John Wiley & Sons Inc‎

Publication year: 2009

E-ISBN: 9781906465568

P-ISBN(Hardback):  9781841127880

Subject: F713.55 Commercial psychology and market psychology.

Language: ENG

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Description

Hello, I am your customer. Do you see the world like I do? It's simple really. Start with me and everything else follows. Together we can do extraordinary things. Are you ready?

10 building blocks, 30 practical tools, 50 inspirational stories. From Amazon to Banyan Tree, Quintessentially to Zipcars, explore 50 of the world's leading customer businesses. The rise of Air Asia, and the collaboration of Boeing; the segmented focus of Club Med, and the customer vision of Disney; the imagination of Camper, and the desire for the Nintendo Wii; the realism of Dove, and the tribal loyalty of Harley Davidson. The 'genius' of a customer-centric business is that it works from the outside in. It attracts, serves and retains the best customers as its route to profitability and growth. Isn't it about time you started doing business from the outside in?

Chapter

Part 1: The customer world

pp.:  1 – 15

Part 2: The customer business

pp.:  15 – 103

Part 3: The customer champions

pp.:  103 – 319

Appendix: The Genius Lab

pp.:  319 – 379

Credits

pp.:  379 – 395

About the author

pp.:  395 – 399

Index

pp.:  399 – 401

LastPages

pp.:  401 – 408

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