What customers want: The essence of achieving an excellent enterprise

Author: Harry Beckwith
Publisher:
Publish Date: 2003-10-01
Features: Harry Beckwith writes with remarkable insight, delivering over 100,000 words that elevate our understanding of customer service to a new level. Read this book—unless you cannot gain a series of genuine insights for improving marketing strategies, strengthening customer relationships, and enhancing service awareness, then it must be time to reconsider your career. Many successful companies, from giants like FedEx and Citibank to smaller businesses such as Powell's Books and Creative Kids, have unique success stories, yet they all ask the same question: "What do customers want?" If you want your business to achieve excellence, you must consider these questions: What is most important to us? What is most valuable in the eyes of customers? How can we better serve our clients? What steps should we take to address the dissatisfaction of the remaining 10% of customers? How can we turn potential customers into loyal ones? This book is designed to help you find answers to these questions. Believe that the insights it offers will surpass the knowledge you gain from a year of study at a top business school.