{"product_id":"9781118356913","title":"Anticipate Knowing What Customers Need Before They Do","description":"\u003ch1\u003eAnticipate\u003c\/h1\u003e\u003ch2\u003eKnowing What Customers Need Before They Do\u003c\/h2\u003e\u003ch3\u003eBill Thomas | Jeff Tobe\u003c\/h3\u003e\u003cdiv\u003e\u003cb\u003eBusiness \u0026amp; Economics \/ Customer Relations\u003c\/b\u003e\u003c\/div\u003e\u003cbr\u003e\u003cdiv\u003e\n\u003cp\u003e\u003cb\u003eDesign and implement the ideal customer focus\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003eAnticipate\u003c\/i\u003e provides business readers with a practical \u003ci\u003ehow-to\u003c\/i\u003e approach for taking their customer-supplier relationship to one that is more sustainable and more mutually profitable. Much of the discussion on customer experience has centered on the hospitality or retail industries and has showcased the discrete techniques organizations use to deliver better service and create more satisfied customers. \u003ci\u003eAnticipate\u003c\/i\u003e extends and integrates those techniques to deliver an end-to-end customer experience that can be applied in any industry, by any type of organization. Get proven guidance on how to design and implement a customer-focused journey that moves beyond the transaction and satisfied customers, to a relationship and culture that creates and leverages loyalty – and the profitability that comes with it. \u003c\/p\u003e \u003cul\u003e \u003cli\u003eExplains proprietary methods—such as the Customer Focus Maturity Model ® and Value Chain Labs ® —that teach readers the steps and tools organizations use to create, drive and optimize their customer focus.\u003c\/li\u003e \u003cli\u003eAuthors Bill Thomas and Jeff Tobe have used their 10-point framework to guide Fortune 500’s, start-ups as well as non-profits in charting a customer-focused journey that matures, anticipates and delivers increasing levels of loyalty and profitability with their customers, and across their broader value chain.\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003ci\u003eAnticipate\u003c\/i\u003e will provide you with field-proven steps, tools and examples that you’ll use to take your customer-focused strategy, execution and culture to the ideal level. \u003c\/p\u003e\n\u003c\/div\u003e\u003cdiv\u003e   \u003cp\u003e\u003cb\u003eBILL THOMAS\u003c\/b\u003e is founder of Centric Performance, LLC, providing a strategic framework and practical tools to organizations committed to enhancing their customer focus and value chain partnerships. Thomas is the creator of the Customer Focus Maturity Model\u003csup\u003e®\u003c\/sup\u003e, the first model to identify both the external and internal stages a company goes through, and techniques they use, to optimize the profitability of their customer\/supplier relationships. Thomas has worked with dozens of organizations in their customer focus efforts and has designed and implemented long-term customer focus strategies and processes for many of them.   \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eJEFF TOBE\u003c\/b\u003e is a Certified Speaking Professional who was chosen as \"one of the top 15 speakers in North America\" by readers of \u003ci\u003eMeetings and Conventions\u003c\/i\u003e magazine. As the founder of Coloring Outside the Lines, Tobe teaches organizations how to think more creatively when it comes to designing and implementing the ideal customer experience. He is a frequent guest on business radio shows and podcasts and has been seen on NBC, Fox News, and local stations across the country.     \u003c\/p\u003e\n\u003c\/div\u003e\u003cbr\u003e\u003ctable\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublication Date: \u003c\/td\u003e\n\u003ctd\u003e06 November 2012\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublisher: \u003c\/td\u003e\n\u003ctd\u003eWiley\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eImprint: \u003c\/td\u003e\n\u003ctd\u003eWiley\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eISBN-13: \u003c\/td\u003e\n\u003ctd\u003e9781118356913\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eFormat: \u003c\/td\u003e\n\u003ctd\u003eHardback\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePage Count: \u003c\/td\u003e\n\u003ctd\u003e224\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eWeight (oz): \u003c\/td\u003e\n\u003ctd\u003e14.4\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/table\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":44384648167564,"sku":"9781118356913","price":22.46,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0710\/9545\/1788\/files\/9781118356913.jpg?v=1780113399","url":"https:\/\/lateknightbooks.com\/products\/9781118356913","provider":"Late Knight Books and Services, LLC","version":"1.0","type":"link"}