Beyond the familiar : long-term growth through customer focus and innovation /
by Barwise, Patrick; Meehan, Seán.
Material type:
BookPublisher: Hoboken, N.J. : Jossey-Bass/Wiley, 2011Description: x, 174 p. : ill. ; 23 cm.ISBN: 9780470976319 (hardback); 9781119993803 (ebk); 9780470976500 (ebk); 9780470976494 (ebk).Subject(s): Customer services | Success in businessOnline resources: Table of contents only | Publisher description | Contributor biographical information Summary: "Strong customer-focused companies have a clear, relevant promise which they obsessively deliver day-in, day-out. At the same time, they relentlessly drive the market by evolving the offer in the face of market developments and opportunities. Because they meet customer needs better than the competition, again and again, they are able to generate sustainable, profitable, market-leading organic growth. The problem the book addresses is how to achieve this. The authors identify five key steps using their framework for success: Offer a clear, relevant customer promise Build customer trust by reliably delivering that promise Continuously improve the promise, while still reliably delivering it Drive the market by innovating beyond the familiar Support all this with an open organization that promotes frank discussion based on clear facts and market feedback. Above all the book runs counter to the fashionable claim that the starting-point for business success should be to find a 'blue-sky', 'out-of-the-box' breakthrough innovation. Barwise and Meehan use many compelling cases to illustrate how managers can find ways within their existing network and organization to achieve long term growth."-- Provided by publisher.
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Dhaka University Library General Stacks | Non Fiction | 658.812 BAB (Browse shelf) | Available | 475266 |
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| 658.812 AND Delivering knock your socks off service / | 658.812 ANT Tales of knock your socks off service : | 658.812 ARC Customer service and support : | 658.812 BAB Beyond the familiar : | 658.812 BAR Relationship marketing : | 658.812 BAW World-class customer satisfaction / | 658.812 BEM Managing knock your socks off service / |
includes index.
"Strong customer-focused companies have a clear, relevant promise which they obsessively deliver day-in, day-out. At the same time, they relentlessly drive the market by evolving the offer in the face of market developments and opportunities. Because they meet customer needs better than the competition, again and again, they are able to generate sustainable, profitable, market-leading organic growth. The problem the book addresses is how to achieve this. The authors identify five key steps using their framework for success: Offer a clear, relevant customer promise Build customer trust by reliably delivering that promise Continuously improve the promise, while still reliably delivering it Drive the market by innovating beyond the familiar Support all this with an open organization that promotes frank discussion based on clear facts and market feedback. Above all the book runs counter to the fashionable claim that the starting-point for business success should be to find a 'blue-sky', 'out-of-the-box' breakthrough innovation. Barwise and Meehan use many compelling cases to illustrate how managers can find ways within their existing network and organization to achieve long term growth."-- Provided by publisher.
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