Customer Genius

20.03.2009

Englisch

9781841127880

John Wiley & Sons

Nein

Peter Fisk

406

1

Gebundene Ausgabe

Strategisches Marketing

PART 1 THE CUSTOMER WORLD. Track 1: Hello! Track 2: My world. people and their passions. 2.1 Wonderful people. Insight 1: Facebook. 2.2 Global village. Insight 2: Air Asia. 2.3 Customer tribes. Insight 3: Banyan Tree. Track 3: My agenda. what matters most to me. 3.1 Emotional world. Insight 4: Baidu. 3.2 Customer kaleidoscopes. Insight 5: Stenders Soap Factory. 3.3 The customer agenda. Insight 6: Camper Shoes. Track 4: My terms. power to the people. 4.1 Customer power. Insight 7: Livestrong. 4.2 Pull not push. Insight 8: Progressive Insurance. 4.3 Outside in, inside out. Insight 9: Zipcars. Track 5: My business. the customer business. 5.1 The customer-centric business. Insight 10: Amazon. 5.2 Customer value, business value. Insight 11: Best Buy. 5.3 Ten dimensions of the customer business. PART 2 THE CUSTOMER BUSINESS. Dimension 1: Customer vision. 1.1 Customer purpose. Insight 12: Lego. 1.2 Customer brand. Insight 13: Aveda. 1.3 Customer alignment. Insight 14: Cemex. Dimension 2: Customer strategy. 2.1 Customer profitability. Insight 15: Nike Women. 2.2 Customer segmentation. Insight 16: Club Med. 2.3 Customer management. Insight 17: Tata. Dimension 3: Customer insights. 3.1 Customer intelligence. Insight 18: Dove. 3.2 Customer immersion. Insight 19: H&M. 3.3 Customer insights. Insight 20: Harrah's Casinos. Dimension 4: Customer propositions. 4.1 Customer context. Insight 21: Whole Foods Markets. 4.2 Customer propositions. Insight 22: Oxfam Unwrapped. 4.3 Customer conversations. Insight 23: Jimmy Choo. Dimension 5: Customer solutions. 5.1 Customer collaboration. Insight 24: Heinz Tomato Ketchup. 5.2 Customer innovation. Insight 25: Smart USA. 5.3 Customer solutions. Insight 26: Boeing 787 Dreamliner. Dimension 6: Customer connections. 6.1 Customer communication. Insight 27: Wumart China. 6.2 Customer networks. Insight 28: Zopa. 6.3 Customer gateways. Insight 29: Quintessentially. Dimension 7: Customer experiences. 7.1 Customer journey. Insight 30: Nintendo Wii. 7.2 Customer theatre. Insight 31: Vom Fass. 7.3 Extraordinary experiences. Insight 32: Build a Bear Workshop. Dimension 8: Customer service. 8.1 Customer delivery. Insight 33: Disneyland. 8.2 Individualized service. Insight 34: Singapore Airlines. 8.3 Service recovery. Insight 35: Ritz-Carlton. Dimension 9: Customer relationships. 9.1 Customer partnerships. Insight 36: Harley-Davidson. 9.2 Customer communities. Insight 37: The Co-operative Group. 9.3 Customer advocates. Insight 38: New Balance. Dimension 10: Customer performance. 10.1 Value drivers. Insight 39: Enterprise Car Rental. 10.2 Customer metrics. Insight 40: First Direct. 10.3 Business impact. Insight 41: GE. PART 3 THE CUSTOMER CHAMPIONS. Track 6: Leadership. leading a customer revolution. 6.1 Inspiring people. Insight 42: Eczacibasi. 6.2 New business leaders. Insight 43: P&G. 6.3 Customer champions. Insight 44: MAC Cosmetics. Track 7: Culture. creating a passion in people. 7.1 Engaging your people. Insight 45: Pret A Manger. 7.2 Aligning people and customers. Insight 46: Innocent. 7.3 Structures, symbols and stories. Insight 47: Toyota. Track 8: Transformation. the journey to customer-centricity. 8.1 Creating a customer revolution. Insight 48: Avon. 8.2 Making change happen. Insight 49: Skoda. 8.3 Virgin inspiration. APPENDIX THE GENIUS LAB. The customer business roadmap. More genius. Credits. About the author. Index.

175 mm

17.5 cm