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| 內容簡介： |
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Hello,Iamyourcustomer.DoyouseetheworldlikeIdo?It''ssimplereally.Startwithmeandeverythingelsefollows.Togetherwecandoextraordinarythings.Areyouready?10buildingblocks,30practicaltools,50inspirationalstories.FromAmazontoBanyanTree,QuintessentiallytoZipcars,explore50oftheworld''sleadingcustomerbusinesses.TheriseofAirAsia,andthecollaborationofBoeing;thesegmentedfocusofClubMed,andthecustomervisionofDisney;theimaginationofCamper,andthedesirefortheNintendoWii;therealismofDove,andthetriballoyaltyofHarleyDavidson.The''genius''ofacustomer-centricbusinessisthatitworksfromtheoutsidein.Itattracts,servesandretainsthebestcustomersasitsroutetoprofitabilityandgrowth.Isn''titabouttimeyoustarteddoingbusinessfromtheoutsidein?
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| 目錄：
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PART 1 THE CUSTOMER WORLD.
Track 1: Hello!
Track 2: My world people and their passions. 2.1
Wonderful people. Insight 1: Facebook. 2.2
Global village. Insight 2: Air Asia. 2.3
Customer tribes. Insight 3: Banyan
Tree.
Track 3: My agenda what matters most to me. 3.1
Emotional world. Insight 4: Baidu. 3.2
Customer kaleidoscopes. Insight 5: Stenders Soap
Factory. 3.3 The customer agenda. Insight
6: Camper Shoes.
Track 4: My terms power to the people. 4.1
Customer power. Insight 7: Livestrong. 4.2
Pull not push. Insight 8: Progressive
Insurance. 4.3 Outside in, inside out.
Insight 9: Zipcars.
Track 5: My business the customer business. 5.1
The customer-centric business. Insight 10:
Amazon. 5.2 Customer value, business value.
Insight 11: Best Buy. 5.3 Ten dimensions of the
customer business.
PART 2 THE CUSTOMER BUSINESS. Dimension 1: Customer
vision. 1.1 Customer purpose. Insight 12:
Lego. 1.2 Customer brand. Insight 13:
Aveda. 1.3 Customer alignment. Insight 14:
Cemex. Dimension 2: Customer strategy. 2.1
Customer profitability. Insight 15: Nike
Women. 2.2 Customer segmentation. Insight
16: Club Med. 2.3 Customer management.
Insight 17: Tata. Dimension 3: Customer
insights. 3.1 Customer intelligence.
Insight 18: Dove. 3.2 Customer immersion.
Insight 19: Hs Casinos. Dimension 4: Customer
propositions. 4.1 Customer context. Insight
21: Whole Foods Markets. 4.2 Customer
propositions. Insight 22: Oxfam Unwrapped.
4.3 Customer conversations. Insight 23: Jimmy
Choo. Dimension 5: Customer solutions. 5.1
Customer collaboration. Insight 24: Heinz Tomato
Ketchup. 5.2 Customer innovation. Insight
25: Smart USA. 5.3 Customer solutions.
Insight 26: Boeing 787 Dreamliner. Dimension 6:
Customer connections. 6.1 Customer
communication. Insight 27: Wumart China.
6.2 Customer networks. Insight 28: Zopa.
6.3 Customer gateways. Insight 29:
Quintessentially. Dimension 7: Customer
experiences. 7.1 Customer journey. Insight
30: Nintendo Wii. 7.2 Customer theatre.
Insight 31: Vom Fass. 7.3 Extraordinary
experiences. Insight 32: Build a Bear
Workshop. Dimension 8: Customer service.
8.1 Customer delivery. Insight 33:
Disneyland. 8.2 Individualized service.
Insight 34: Singapore Airlines. 8.3 Service
recovery. Insight 35: Ritz-Carlton.
Dimension 9: Customer relationships. 9.1 Customer
PARTnerships. Insight 36: Harley-Davidson.
9.2 Customer communities. Insight 37: The Co-operative
Group. 9.3 Customer advocates. Insight 38:
New Balance. Dimension 10: Customer
performance. 10.1 Value drivers. Insight
39: Enterprise Car Rental. 10.2 Customer
metrics. Insight 40: First Direct. 10.3
Business impact. Insight 41: GE.
PART 3 THE CUSTOMER CHAMPIONS.
Track 6: Leadership leading a customer
revolution. 6.1 Inspiring people. Insight
42: Eczacibasi. 6.2 New business leaders.
Insight 43: P creating a passion in people. 7.1
Engaging your people. Insight 45: Pret A
Manger. 7.2 Aligning people and customers.
Insight 46: Innocent. 7.3 Structures, symbols and
stories. Insight 47: Toyota.
Track 8: Transformation the journey to
customer-centricity. 8.1 Creating a customer
revolution. Insight 48: Avon. 8.2 Making
change happen. Insight 49: Skoda. 8.3
Virgin inspiration. APPENDIX THE GENIUS
LAB. The customer business roadmap. More
genius. Credits. About
the author. Index.
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