Introduction by ebook's author:
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.
The need to embed customer focus throughout your organization is greater than ever. (Amex Global Service Barometer)
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 exceptional customer-focus!
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.
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!
“This book outlines a winning strategy for embedding customer focus throughout your organization.” – Eric F., Toronto
“If you really want to understand how to create and sustain Customer Focus, this book is worth every penny.”-Thomas W., Texas
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. Read more…
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