To achieve sustained market success and competitive advantage, you must consistently consider and address your customers’ changing needs, which they may not be able to articulate. The lessons in this collection illustrate how and why your business must focus on the customer to succeed.
Engaging Customers
The Power Of Educating Consumers – John Abele, Boston Scientific
Who Really Generates Word Of Mouth? – David Balter, BzzAgent
Using Technology To Get Closer To Your Customers – John Clarke, Nokia
The Key To Connecting With Multi-Channel Consumers – William Lamar, Jr., McDonald’s USA
Prove To Your Customers That You Care – Richard Santulli, NetJets
Effecting Change Through Active Engagement With Stakeholders – Dr Wendy Thomson, The Office of Public Services Reform
Your Relationship With The Public – Will Whitehorn, Virgin Galactic
Creating Customer Satisfaction
Turning Negative Word Of Mouth Into A Positive – David Balter, BzzAgent
Know When To Fire A Client – Susan Bari, Women's Business Enterprise National Council
Customer Dissatisfaction Is A Great Opportunity – David Bell, The Interpublic Group
Understanding The Consumer – Sir George Bull, Diageo
Everybody Affects Customer Satisfaction – Tammy McLeod, Arizona Public Service Company
Use A Crisis To Build Community – Tammy McLeod, Arizona Public Service Company
Never Put The Customer In The Middle Of Your Merger – Ivan Seidenberg, Verizon
Understanding Consumer Power
Always Ask The Consumer – Lord Karan Bilimoria, Cobra Beer
Consumers Demand Environmentally Friendly Products – Dr. Victor K Fung, Li & Fung Group
Look To Your Consumers For Innovation – William Johnson, H.J. Heinz Company
The Power Of The Indian Consumer – Ravi Kant, Tata Motors
Seek Affirmation From Your Clients Not Your Peers – Karen Kerrigan, Small Business & Entrepreneurship Council
The New Consumer – Maurice Levy, Publicis Groupe
Strategy Must Evolve As Customers Take Control – Liam McGee, The Hartford Financial Services Group, Inc.
Listening to Customer Feedback
Anticipating Customers’ Needs – David Bell, The Interpublic Group
Using Customer Interactions To Improve Your Business – Maxine Clark, Build-A-Bear Workshop
Customers Give You Feedback Everyday – William Lamar, Jr., McDonald’s USA
Listening To Customers – Lord Ian MacLaurin, Tesco
Focus On Customer-driven Innovations – Liam McGee, The Hartford Financial Services Group, Inc.
Create Listening Posts To Engage Your Customers – Tammy McLeod, Arizona Public Service Company
Listening To Your Consumers When Making Business Decisions – Jamie Mitchell, innocent drinks
Listen To The Changing Needs Of The Consumer – Paul Skinner, Shell Oil Products Company LLC
The Customers’ Perspective – Philip Williamson, Nationwide Building Society
Differentiating your Offering
Give Customers More Than They Expect – Henry Bloch, H&R Block
Satisfying Customers – Sir John Egan, BAA
Improving Customer Interaction & Satisfaction – Robert Fort, Virgin Entertainment Group
Figuring Out What Consumers Really Want – William Johnson, H.J. Heinz Company
Smart Customer Service – K Vaman Kamath, ICICI Bank Limited
Creating A Unique Multi-Channel Customer Experience – Howard Lester, Williams-Sonoma
The Tale Of Two Service Initiatives – Tammy McLeod, Arizona Public Service Company
Trust Is The Key To Winning Business – Gill Rider, Cabinet Office, UK
Maintaining Customer Service When You Scale – Richard Santulli, NetJets
Innovate By Anticipating Customer Needs – Ivan Seidenberg, Verizon
