Donovan, Peter, Samler, Timothy
Description
Customer satisfaction is no longer a guarantee of loyalty, therefore delighting customers is the goal.
This book provides a comprehensive and practica
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l step-by-step guide to delighting customers and building a world class, customer-driven organization. The authors have unrivalled experience of the strategy, development and implementation of customer satisfaction programmes and of building customer-driven organizations. Their companies - Nortel (Northern Telecom) and Oracle Corporation - are among the world's leading high technology companies.
Delighting Customers is, for most people, a natural and satisfying experience; and a compelling if not mandatory business strategy. If it is that obvious, why do so many organizations continue to get it wrong?
The approach of the book is based on the authors' unique "The Ten Step Approach to Delighting Customers". This approach helps the reader through each stage of a delighting customers' programme. It shows how to lay the groundwork and gain commitment of top management; how to measure what is important to customers; how to make change happen; and above all how to win and retain loyal customers. The book concludes with the secrets of becoming a winner.
"Delighting Customers" draws on the best practices, ideas and comments from over 20 leading organizations from around the world, including British Airways, The Prudential Insurance Company of America, IBM, ICL Europe, Forum, KPMG, Nortel (Northern Telecom) and Oracle Corporation.
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