Anticipate: Knowing What Customers Need Before They Do
"Anticipate" provides business readers--across industries--a practical how-to model for taking their customer experience to the next level. Much of the discussion on customer experience has centered on the hospitality or retail industries, analyzing customer experience at Disney, Starbucks, and Nordstrom. "Anticipate" focuses on how to deliver excellent service for manufacturing businesses, financial services organizations, non-profits, and more. Executives and entrepreneurs get proven guidance on how to move beyond satisfied customers to create customer enthusiasts, based on experience, to generate the highest return. Explains proprietary methods--such as the Customer Focus Maturity Model and the Value Chain Labs--teach readers how to develop a customer/supplier relationship that helps both sides anticipate where they need to go Authors Jeff Tobe and Bill Thomas have guided such companies as Kraft Foods, General Motors Corporation, AT&T, Marriott, and many more esteemed organizations in delivering the ideal customer experience
"Anticipate" will guide you to partner with and walk alongside a customer to build an ideal experience together and enjoy the profits of partnership.