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- Herausgeber: Business Book Summaries
- Kategorie: Fachliteratur
- Sprache: Englisch
The must-read summary of Patricia Seybold's book: "The Customer Revolution: How to Thrive When Customers Are in Control".
This complete summary of the ideas from Patricia Seybold's book "The Customer Revolution" shows how a business revolution is underway – customers are literally transforming industries from the outside in and reshaping companies by deciding how they want to use the products and services offered. In this book, the author explains why you need to focus intently on the quality and consistency of the customer experience you offer, so as not to be at risk from this change of power. This summary explains exactly how you can do that and is a must-read for any manager who wants to succeed in the customer-driven economy.
Added-value of this summary:
• Save time
• Understand key concepts
• Expand your knowledge
To learn more, read "The Customer Revolution" and find out how you can make sure you stay in control and remain profitable.
Das E-Book können Sie in Legimi-Apps oder einer beliebigen App lesen, die das folgende Format unterstützen:
Seitenzahl: 34
Veröffentlichungsjahr: 2014
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Book Presentation: The Customer Revolution by Patricia Seybold
Book Abstract
About the Author
Important Note About This Ebook
Summary of The Customer Revolution (Patricia Seybold)
1. The Three Key Principles at the Heart of the Customer Revolution
2. How To Create Great Customer Experiences
Book Presentation: The Customer Revolution by Patricia Seybold
Book Abstract
Main Idea
A business revolution is underway – customers are literally transforming industries from the outside in and reshaping companies by deciding how they want to use the products and services offered. Many commentators call this “the Napster phenomenon” where customers created demands the major players in the established music industry were unable to ignore. But the Napster experience didn’t just involve copyright infringement – it was really about letting the customer have it their way. And what happened in the music industry is already happening in every other industry as well, to one degree or another.
Specifically, customers in the digital business era are forcing companies to dramatically alter the way they price and distribute their products and services. Customers are literally wrestling control over the way industries are structured away from suppliers and into their own hands. And yet, this revolution can be either a serious threat or a substantial opportunity to thrive and do more business, depending on how each company chooses to respond.
So how can you embrace and take advantage of the customer revolution? The answer is simple – focus intently on the quality and consistency of the customer experience you offer. Create consistently great experiences for your customers and deliver whatever it is they value the most. Measure what matters to them, monitor how you’re doing and find ways to consistently enhance the customer experience. Do that and you’ll succeed in creating the single most valuable asset of the new economy, a pool of loyal customers.
In the final analysis, the new economy is really the customer-driven economy. The balance of power has moved away from suppliers and firmly into the collective hands of customers. They now have access to the information they need to make informed decisions, irrespective of where they live. They are no longer willing to get “locked in” to suppliers who refuse to value their time or their business patronage.
Therefore, in the years ahead:
Your customers are going to become more demanding than ever before.To meet the evolving needs of your current and future customers, your business will need to develop new competencies.You’ll need to completely redesign your business to enhance the customer experience.The only things you’ll need to measure are the things that matter to customers.You’ll need to have the ability to manage your entire value chain in real time to serve customers.The sole business objective of the future will be to manage the company by and for customer value.The whole criteria by which your business will be valued will be on the strength of your customer franchise.All in all, the next few years promise to be a very exciting time to be in business.
About the Author
PATRICIA SEYBOLD is founder and CEO of the Patricia Seybold Group, a strategic e-business and technology consulting/research firm. Ms. Seybold has more than 20 years of computer industry consulting experience. She helps business executives and technology planners take advantage of e-business opportunities by creating vital connections with their customers. Patricia Seybold is also the author of the international bestseller Customers.Com.
The Web site related to this book is found athttp://www.customerrevolution.net.
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 Revolution (Patricia Seybold)
1. The Three Key Principles at the Heart of the Customer Revolution
