Delighting Customers

Our two organizations, Northern Telecom Europe Limited and Oracle Corporation UK Limited, share a number of things in common. Both are striving to become world class in markets where technology is moving fast and market change is moving even faster. Both are responding urgently to the challenge of meeting the current requirements - and anticipating the future needs - of customers at the international, national and local level. We both recognize that customer and employee satisfaction now rank with market share as measures for business success. We accept that there are clear links between delighted customers and profitability, customer loyalty and long-term survival. We are committed to achieving excellence, both as business partners and as employers. There is already strong co-operation between the growing number of professionals in this field as they work together and exchange experiences for benchmarking and best practice studies. In this spirit of collaboration, we have encouraged Peter Donovan and Timothy Samler to share some of our early experiences with our customer-driven programmes and to stimulate further debate. Their book provides a wealth of guidance for any organization that has set its sights on delighting its customers and becoming customer-driven. The ten step approach to delighting customers breaks new ground and offers a blueprint for others to follow. It exemplifies the practical approach that is taken throughout the book.

Klappentext

This book provides a comprehensive guide to satisfying customers by taking a practical step-by-step approach and exploring different kinds of service provision. Each chapter is supported by specific case studies and examples of best practice in Europe.

Inhalt
Section One The key issues.- 1. What is missing today?.- 2. The implementation issues.- 3. Becoming world-class gaining the business edge.- Section Two How to build a customer-driven organization.- 4. How to make it happen.- 5. Getting started.- 6. Measuring what is important to customers.- 7. Delighting customers.- 8. Quo Vadis?.- Section Three The conclusions.- 9. How to be a winner.- Appendices.- A: Customer satisfaction research agencies and research associations.- B: Customer segmentation matrices.- C: Questionnaire examples.- D: Delighting customer programme business plan template.- E: Project management planning templates.- F: Results reporting examples.- G: Communication plan template.- H: European Foundation for Quality Management (EFQM) customer satisfaction benchmarking questionnaire.- I: Further reading.