Your Customer Rules!
Реклама. ООО «ЛитРес», ИНН: 7719571260.
Оглавление
Bill Price. Your Customer Rules!
Preface
Our Unique Process
Chapter One. From B2C to Me2B
What Used to Work, Doesn't Work Anymore
Welcome to the Me2B World: Now Your Customer Rules!
Back to Fundamentals in the Me2B Era
What Drives Me2B Leaders
The Foundations of Me2B Success
Chapter Two. You Know Me, You Remember Me
You Know Me Everywhere and All the Time
You Never Ask What You Already Know
You Know My Preferences
You Predict My Needs Intelligently
You Know Me and Mine
You Know When I Don't Want to Be Known
Why “You Know Me, You Remember Me” Is So Important
Meet the Challenge: You Know Me, You Remember Me
Chapter Three. You Give Me Choices
You Let Me Choose “What” and “How Much”
You Let Me Decide How and Where I Do Things
I Can Do It on My Time
You Give Me the Advice That I Need, When I Need It
I Get to Control with Whom I Work
You Let Me Design It
Why “You Give Me Choices” Is So Important
Meet the Challenge: You Give Me Choices
Chapter Four. You Make It Easy for Me
You Make It Easy for Me to Buy from You
You Allow Me to Use Your Product or Service Without Contacting You
You Let Me Make the Process Easy for Me
You Don't Make Me Have to Learn How to Navigate Your Organization
You Get It Right for Me the First Time – or If Not, You Fix It Once and for All
You Don't Ask Me About My Effort
Why “You Make It Easy for Me” Is So Important
Meet the Challenge: You Make It Easy for Me
Chapter Five. You Value Me
You Value My Potential
You Value the Length and Depth of My Relationship with You
You Listen to Me and Act on What I Say
You Value My Time and Effort
You Make Sure Your Partners Value Me as You Do
Why “You Value Me” Is So Important
Meet the Challenge: You Value Me
Chapter Six. You Trust Me
You Don't Tar Me with the Same Brush
You Don't Impose an Arbitrary Policy on Me; You Allow Exceptions
You Trust My Version of Events
You Enable Me to Trust You
You Trust Me to Advise Others
Why “You Trust Me” Is So Important
Meet the Challenge: You Trust Me
Chapter Seven. You Surprise Me with Stuff I Can't Imagine
You Do More Than I Expect at Key Moments
You Make the Complex World Simple for Me
You Treat Me Like a New Customer All the Time
You Only Surprise Me When It Is Appropriate
You Do Things I Didn't Think or Know Were Possible
When You Fail Me, You Do More Than Just Fix It
Why “You Surprise Me with Stuff That I Can't Imagine” Is So Important
Meet the Challenge: You Surprise Me
You Do More Than I Expect at Key Moments
Chapter Eight. You Help Me Be Better and Do More
You Support Me Beyond the Product Sale
You Coach Me to Use Things Better
You Help Me Use Less of Your Stuff
You Help Me Look Forward
You Help Me Get Things That I Didn't Think I Could
Why “You Help Me Be Better and Do More” Is So Important
Meet the Challenge: You Help Me Be Better and Do More
Chapter Nine. What Drives Me2B Leaders
The Naturals
The Challengers
The Rebounders
The Defending Dominators
Can Other Companies Change?
Chapter Ten. The Foundations of Me2B Success
Foundation One: A Customer-Oriented Culture
Foundation Two: Streamlined Processes
Foundation Three: Integrated Channels
Foundation Four: Energized People
Integrating the Foundations of Me2B Excellence
Epilogue. Don't Wait to Act
Glossary
Recommended Reading
Acknowledgments
About the Authors
Index
Отрывок из книги
Your Customer Rules!
Delivering the Me2B Experiences That Today's Customers Demand
.....
Me2B Leaders, we've found, are creating experiences that don't just deliver a product but fulfill relationship needs that are fundamental and predate even the mom-and-pop era. They are by no means radical innovations. The innovation the Me2B Leaders have brought is in figuring out how to deliver these fundamentals in today's world of scale and channel complexity and to connect to the customer even with the tyranny of scale and distance that separates head offices from the front line and the consumer.
Customers today still want to be recognized and served as they would have been in their local corner store – but in a digital world, the shape of this service is entirely different. For example, customers who shop an online grocery store expect the website to remember their standard weekly order in the same way that the local butcher could reel off a customer's regular order. The medium is changed; the need has not.
.....