{"product_id":"passionate-and-profitable-9780471713920","title":"Passionate and Profitable","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eI've always said that education without execution is just entertainment -- and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it well. Read this book and learn.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTrade Review\u003c\/b\u003e\u003cbr\u003e\"This is a provocative, thoughtful guidebook for executives who are struggling with the complicated questions that surround today's sophisticated buyers.\" (\u003ci\u003eMonitor\u003c\/i\u003e, 3\/8\/06)  \u003cp\u003e“…clearly laid-out…frequent excellent diagrams to illustrate a point…” \u003ci\u003e(Media Week, 16\u003csup\u003eth\u003c\/sup\u003e August 2005)\u003c\/i\u003e\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003eIntroduction: The Top Ten Crucial Mistakes in Customer Strategies xiii\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Graveyard of Good Intentions xiv\u003c\/p\u003e \u003cp\u003eFailure Factors xvii\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 Understanding the Fatal Mistakes 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFatal Mistake 1: Culture of the New 2\u003c\/p\u003e \u003cp\u003eFatal Mistake 2: Lipstick on the Pig 2\u003c\/p\u003e \u003cp\u003eFatal Mistake 3: Passion Loss 3\u003c\/p\u003e \u003cp\u003eFatal Mistake 4: Real Cost of Cost Reduction 3\u003c\/p\u003e \u003cp\u003eFatal Mistake 5: Failure to Operationalize 4\u003c\/p\u003e \u003cp\u003eFatal Mistake 6: You Get What You Pay For 4\u003c\/p\u003e \u003cp\u003eFatal Mistake 7: Management of Change 5\u003c\/p\u003e \u003cp\u003eFatal Mistake 8: Lack of Leadership 6\u003c\/p\u003e \u003cp\u003eFatal Mistake 9: Unstructured Relationship 6\u003c\/p\u003e \u003cp\u003eFatal Mistake 10: Technology Shortcut 7\u003c\/p\u003e \u003cp\u003eCritical Choices 8\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Critical Choice 1: Who Are We, Customer Pleasers or Efficiency Crunchers? 11\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eLack of Definition and Criteria 13\u003c\/p\u003e \u003cp\u003eIntention to Execution Gap 14\u003c\/p\u003e \u003cp\u003ePrice of Efficiency 16\u003c\/p\u003e \u003cp\u003eCorporation–Customer Experience Aptitude Survey 19\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 Critical Choice 2: What Is the Role of the Customer in Our Existence? 25\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eInherent Conflict 25\u003c\/p\u003e \u003cp\u003eThe Efficient Relationship Paradox 28\u003c\/p\u003e \u003cp\u003eCorporations at a Juncture 31\u003c\/p\u003e \u003cp\u003eWhat Customers? The Second Tough Choice 33\u003c\/p\u003e \u003cp\u003eCongratulations, You Are at Par: The New Four Ps 35\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 Critical Choice 3: What Defines Our Total Experience? 39\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCustomer Strategies and the Art of\u003c\/p\u003e \u003cp\u003eCustomer Experience Management 42\u003c\/p\u003e \u003cp\u003eDemystifying the Experience 46\u003c\/p\u003e \u003cp\u003eThe Emotional Customer 49\u003c\/p\u003e \u003cp\u003eDeveloping the Experience 50\u003c\/p\u003e \u003cp\u003eCustomer Experience Analysis 52\u003c\/p\u003e \u003cp\u003eCustomer Experience Mapping 55\u003c\/p\u003e \u003cp\u003eReengineering the Experience Guidelines 58\u003c\/p\u003e \u003cp\u003ePower to the People: The Difficult Shift 61\u003c\/p\u003e \u003cp\u003eWhat Is Your Core Experience? 62\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 Critical Choice 4: What Customers Do We Neglect? 67\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCustomer Selection Guidelines 70\u003c\/p\u003e \u003cp\u003eCharacteristics of Desirable and\u003c\/p\u003e \u003cp\u003eUndesirable Customers 72\u003c\/p\u003e \u003cp\u003eCustomer Role 74\u003c\/p\u003e \u003cp\u003eCustomer Job Description 75\u003c\/p\u003e \u003cp\u003eCompany's Job Description 77\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Critical Choice 5: What Kind of Relationships Do We Seek? 81\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSymbiosis versus Competitive Relationships 82\u003c\/p\u003e \u003cp\u003eWhat Is the Essence of a Customer-Desired Relationship? 83\u003c\/p\u003e \u003cp\u003eDifferent Relationships with Different People 91\u003c\/p\u003e \u003cp\u003eSegmentation Criteria 93\u003c\/p\u003e \u003cp\u003eTailoring the Customer's Experience 97\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 Critical Choice 6: How Do We Change Our Organization to Avoid the Silo-Based Customer Trap? How Do We Assume Complete Customer Responsibility? 103\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eManaging Across All Touch Points 103\u003c\/p\u003e \u003cp\u003eTouch Points Analysis Mapping 104\u003c\/p\u003e \u003cp\u003eObsession with Tools 107\u003c\/p\u003e \u003cp\u003eOrganization-Focused Customer 109\u003c\/p\u003e \u003cp\u003eCustomer-Focused Organization 110\u003c\/p\u003e \u003cp\u003eAssembler Keeps the Money 114\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8 Critical Choice 7: Do We Employ Functional Robots or Passionate Evangelists? 117\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAttitude, Not Skill 118\u003c\/p\u003e \u003cp\u003eEmployee Experiences 119\u003c\/p\u003e \u003cp\u003eEmployee Loyalty Leads to Customer Loyalty 122\u003c\/p\u003e \u003cp\u003eEmployment Hierarchy 122\u003c\/p\u003e \u003cp\u003eGuidelines for Employee Experience Reengineering 127\u003c\/p\u003e \u003cp\u003eTraining Is for Dogs—Education Is for People 132\u003c\/p\u003e \u003cp\u003eDelight Them: They Are Human Too 135\u003c\/p\u003e \u003cp\u003eCompensation: Follow the Money Trail 136\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9 Critical Choice 8: Post-Sales Dialogue and Service—Do We Really Care? 139\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCulture of the New 140\u003c\/p\u003e \u003cp\u003eTaking Customers for Granted 140\u003c\/p\u003e \u003cp\u003eFour Checkpoints for Delivering\u003c\/p\u003e \u003cp\u003eTrue Experiences and Relationships 141\u003c\/p\u003e \u003cp\u003eRequired Tools 151\u003c\/p\u003e \u003cp\u003eComplete Relationship Account 153\u003c\/p\u003e \u003cp\u003eVisualizing Value 157\u003c\/p\u003e \u003cp\u003eCulture of Excellence 159\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 10 Critical Choice 9: What Do Our Measurements Say About Us? 163\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eActions, Not Perception 164\u003c\/p\u003e \u003cp\u003eMeasuring Success: The Customer Style 165\u003c\/p\u003e \u003cp\u003eMeasurement Guidelines 167\u003c\/p\u003e \u003cp\u003eIdentifying Business Drivers 167\u003c\/p\u003e \u003cp\u003eTrue Assets 169\u003c\/p\u003e \u003cp\u003eNurturing Rather Than Managing 170\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 11 Critical Choice 10: How Long Do We Milk Our Products? 173\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eConsistency Is Boring 174\u003c\/p\u003e \u003cp\u003eSuccess Breeds Complacency 175\u003c\/p\u003e \u003cp\u003eInnovation Compass: \"Wow Me Now\" 178\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 12 The Ultimate Choice: Customer Strategies—A Mutual Lifetime Commitment 183\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eStop Staring 183\u003c\/p\u003e \u003cp\u003eComplete View of a Successful Customer Strategy 186\u003c\/p\u003e \u003cp\u003eOrganizational Commitment 186\u003c\/p\u003e \u003cp\u003eChange the Rules through Amazing Experiences 187\u003c\/p\u003e \u003cp\u003eExperiences Build Defendable Market Leadership 188\u003c\/p\u003e \u003cp\u003eEmployees Experiences: The Customer Experience Enablers 189\u003c\/p\u003e \u003cp\u003eThe Never-Ending Date 190\u003c\/p\u003e \u003cp\u003eAppendix An Open Letter to the Smart Customer 193\u003c\/p\u003e \u003cp\u003eIndex 197\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49402657898839,"sku":"9780471713920","price":18.69,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780471713920.jpg?v=1730481143","url":"https:\/\/bookcurl.com\/products\/passionate-and-profitable-9780471713920","provider":"Book Curl","version":"1.0","type":"link"}