Customer Focus Books - Training Programs >>That's Customer Focus

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

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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!

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...

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