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- Herausgeber: Business Book Summaries
- Kategorie: Fachliteratur
- Sprache: Englisch
The must-read summary of Richard C. Whiteley's book: "The Customer Driven Company: Moving from Talk to Action".
This complete summary of the ideas from Richard C. Whiteley's book "The Customer Driven Company" shows that customer satisfaction is the key to a long-term, successful business. In his book, the author explains the seven fundamentals of a customer driven business. Successful companies will create a consumer vision, treat their feedback seriously and learn from others who deal with customers well. They will create a culture where every employee is interested in customer satisfaction and eliminate any procedure that hampers consumer’s gratification. Good businesses will not only say they care about their customers, they will show it. This summary is a must-read for any leader who wants to start focusing on customers and reaping the rewards.
Added-value of this summary:
• Save time
• Understand key concepts
• Expand your knowledge
To learn more, read "The Customer Driven Company" and discover the key to success in today's competitive economy.
Das E-Book können Sie in Legimi-Apps oder einer beliebigen App lesen, die das folgende Format unterstützen:
Seitenzahl: 27
Veröffentlichungsjahr: 2014
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Book PresentationThe Customer Driven Company by Richard C. Whiteley
Book Abstract
Important Note About This Ebook
Summary of The Customer Driven Company (Richard C. Whiteley)
THE CUSTOMER DRIVEN COMPANY IDEAL
1. CREATE A CUSTOMER-KEEPING VISION
2. THE CUSTOMER’S VOICE
3. LEARN FROM THE WINNERS
4. LIBERATE YOUR CUSTOMER CHAMPIONS
5. SMASHING THE BARRIERS
6. MEASURING YOUR PROGRESS
7. ACT THE PART
TOTAL PRODUCT CONCEPT
DEVELOPING A VISION
Book PresentationThe Customer Driven Company by Richard C. Whiteley
Book Abstract
MAIN IDEA
Customer satisfaction is now the core function of successful business and the key to maintaining a sustainable competitive advantage. The company or organization which best meets and exceeds customer expectations in both product quality and service quality will succeed. However, customer expectations and customer satisfaction must be measured not from the company’s perspective but solely from the viewpoint of the customer.
Creating satisfied customers on a consistent and ongoing basis is the key to business success. Companies that are organized around the central objective of creating satisfied customers are positioned to generate superior profits in an era of fierce commercial competition.
Important Note About This Ebook
This is a summary and not a critique or a review of the book. It does not offer judgment or opinion on the content of the book. This summary may not be organized chapter-wise but is an overview of the main ideas, viewpoints and arguments from the book as a whole. This means that the organization of this summary is not a representation of the book.
Summary of The Customer Driven Company (Richard C. Whiteley)
THE CUSTOMER DRIVEN COMPANY IDEAL
Main Idea
Customer driven companies provide high quality products not according to definitions of quality developed by the company but quality as the customer defines it in two specific areas - product quality and service quality.
Supporting Ideas
The business world today is dynamic and constantly moving. One area which has gained enormous significance over the past few years is a very simple concept - successful companies create satisfied customers by consistently giving customers what they want. These companies can be described as being customer-driven.
Customer driven companies work at improving both product-quality and service-quality to consolidate their competitive advantage. In fact, these companies continue to delight existing customers and win new customers by regularly producing enhanced products and services at lower prices.
Consider the two dimensions of quality:
Product quality, from the perspective of the customer, is what you get. That is, for a service, it is the tangible aspects of the service. For a tangible item, product quality is the reliability and general operation of that item.Service quality, by contrast, looks at how you get the product. It includes everything from the helpfulness of sales staff, after-sales service, instruction manuals, delivery and all other aspects of dealing with the company supplying the goods or services.Looking at this graphically:
To be successful over the longer time, companies needs to provide goods and services that fall within the shaded area - that is, they have high product quality and high service quality - from the perspective of the customer.
There are seven imperatives which work together to produce a well-integrated organization which can consistently deliver high quality in both product and service. These are:
Creating a company vision which has keeping and serving the customer at its very heart.
