And coauthor, The Ultimate Question 2. 0“peter fader and sarah Toms offer transformative insights that light the path for business leaders. Susan johnson, chief Marketing Officer, SunTrust Banks. In this book, and development tactics based on customer heterogeneity foster a culture that sustains customer centricity, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value CLV Finetune investments in customer acquisition, Customer Centricity, and also understand the link between CLV and market valuation Understand customer relationship management CRM systems, retention, as they are a vital underpinning for all these areas through the valuable insights they provide Fader’s first book, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage.
The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value #ad - 2019 axiom business book award winner featured in forbes, head of customer analytics and chief analytics evangelist, The Customer Centricity Playbook offers “actionable insights to drive immediate value, NPR’s Marketplace, and a Google Talk, ” according to Neil Hoyne, Google. In this new book, fader and toms offer a true playbook for companies of all sizes that want to create and implement a winning strategy to acquire, develop, and retain customers for the greatest value.
In the customer centricity playbook, wharton school professor Peter Fader and Wharton Interactive’s executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer. How did global gaming company electronic arts go from being named “Worst Company in America” to clearing a billion dollars in profit? They discovered a simple truth—and acted on it: Not all customers are the same, regardless of how they appear on the surface.
Customer Centricity: Focus on the Right Customers for Strategic Advantage Wharton Executive EssentialsWharton School Press #ad - You can’t be all things to all people, so you need to learn to find out who really matters to your success. A powerful call to action, customer centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime valueNOT ALL CUSTOMERS ARE CREATED EQUALDespite what the tired old adage says, the customer is not always right.
Wharton executive essentials guides offer a quick-reading, penetrating, and comprehensive summary of the knowledge leaders need to excel in today’s competitive business environment and capture tomorrow’s opportunities. Reveals how to increase profits from your best customers, find more like them, and avoid over-investing in the rest….
Customer Centricity: Focus on the Right Customers for Strategic Advantage Wharton Executive Essentials #ad - Decidedly accessible and absolutely necessary. Jim sterne, founding president and chairman, clear, digital analytics Association“Perfect read…It’s short 60-90 minutes, and the best summary I’ve read of why companies should rethink their approach to customers. Andrew mcfarland, chief customer officer, svp, Black Box“Knowing what your customers are worth is the secret to focusing your time and money where it makes the most difference.
Inspired by wharton’s executive Education program, each book is authored by globally renowned faculty and filled with real-life business examples and actionable advice. Fader makes it clear with great ideas and a readable style. Andy sernovitz, author, word of mouth marketing the wharton executive essentials seriesThe Wharton Executive Essentials series from Wharton Digital Press brings the ideas of the Wharton School’s thought leaders to you wherever you are.
Connected Strategy: Building Continuous Customer Relationships for Competitive AdvantageHarvard Business Review Press #ad - Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are win-win: Customers get a dramatically improved experience, while companies boost operational efficiency. In this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage.
Business models for transforming customer relationshipswhat if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships--while simultaneously driving dramatic improvements in operational efficiency? What if you could break your existing trade-offs between superior customer experience and low cost?This is the promise of a connected strategy.
New forms of connectivity--involving frequent, low-friction, customized interactions--mean that companies can now anticipate customer needs as they arise, or even before. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies.
Connected Strategy: Building Continuous Customer Relationships for Competitive Advantage #ad - Whether you're trying to revitalize strategy in an established company or disrupt an industry as a startup, and practical tools in the form of "workshop chapters" throughout, how-to advice, this book will help you:Reshape your connections with your customersFind new ways to connect with existing suppliers while also activating new sources of capacityCreate the right revenue modelMake the best technology choices to support your strategyIntegrating rich examples, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry.
. With in-depth examples from companies operating in industries such as healthcare, coach behavior, Connected Strategy identifies the four pathways--respond-to-desire, financial services, entertainment, and education, retail, mobility, curated offering, nonprofit, and automatic execution--for turning episodic interactions into continuous relationships.
The Shopping Revolution: How Successful Retailers Win Customers in an Era of Endless DisruptionWharton School Press #ad - An indispensable guide for anyone who has a product to sell. Stuart weitzman, founder, Stuart Weitzman LLC. Kahn, examines the companies that have been most successful during this wave of change, a foremost retail expert and professor at The Wharton School, and offers fresh insights into what we can learn from their ascendance.
Kahn, also the author of global brand power: leveraging branding for long-term growth, and how must they pivot to hold their leadership position today? how did warby parker make a dent in the once-untouchable luxottica’s lucrative eyewear business, and what can that tell start-ups about how to unseat a Goliath? How did Sephora draw customers away from once-dominant department stores to become the go-to retailers for beauty products, and how can other companies work with them or compete with them? How did Walmart beat out other grocers in the late 1990s to become the leader in food retailing, examines:How did Amazon become the retailer of choice for a large portion of the US population, and what can retailers learn from their success? How are luxury and fast-fashion retailers competing in the ever-changing, fickle world of fashion?Building on these insights, Kahn offers a framework that any company can use to create a competitive strategy to survive and thrive in today’s—and tomorrow’s—retail environment.
The Shopping Revolution: How Successful Retailers Win Customers in an Era of Endless Disruption #ad - A brisk and thought-provoking anatomy of shopping in the 21st century. Kirkus reviews“a must-read for anyone who aspires to reach customers today—and tomorrow. Marc lore, ceo, walmart ecommerce us “a masterful storyteller, Barbara Kahn expertly unpacks the strategies of today’s seemingly unbeatable retailers.
For some retailers, the changes will push customers permanently out of their reach—and their companies out of business. In the shopping Revolution, Barbara E.
Global Brand Power: Leveraging Branding for Long-Term Growth Wharton Executive EssentialsWharton School Press #ad - Strong brands are more than globally recognizable; they are critical assets that can make a significant contribution to your company's bottom line. In global brand power, kahn brings brand management into the 21st century, from identifying the appropriate competitive set, addressing how branding contributes to the purchase process and how to position a strong global brand, offering a sustainable differential advantage, and targeting the right strategic segment.
The branding bible for today's globalized worldToday, brands have become even more important than the products they represent: their stories travel with lightning speed through social media and the Internet and across countries and diverse cultures. This essential guide also covers how customer ownership of your brand affects marketing strategy, methods for assessing brand value, effective brand communications and repositioning strategies, how to manage a brand for long-term profitability, and how to manage a brand in a world of total transparency—where one slip-up can go around the world via social media instantaneously.
Global Brand Power: Leveraging Branding for Long-Term Growth Wharton Executive Essentials #ad - Filled with stories about how Coca-Cola, The Estée Lauder Companies Inc. Apple, marriott, starbucks, campbell soup company, southwest Airlines, and celebrities like Lady Gaga are leveraging their brands, Global Brand Power is the only book you will need to implement an effective brand strategy for your firm.
A brand must be elastic enough to allow for reasonable category and product-line extensions, consistent enough so that consumers who travel physically or virtually won't be confused, flexible enough to change with dynamic market conditions, and focused enough to provide clear differentiation from the competition.
Marketing Strategy: Based on First Principles and Data AnalyticsRed Globe Press #ad - This is a brand new textbook on marketing strategy that focuses on the pursuit of solutions to four fundamental marketing problems: 1. All resources are limitedstructured around these four First Principles of Marketing, this important new textbook offers a unique and extensively classroom-tested approach to marketing strategy.
All customers differ 2. It provides a structured framework to develop effective strategies to deal with diverse marketing problems while integrating data analytics into the decision-making process. Authored by world-leading experts in marketing strategy, marketing Strategy: First Principles and Data Analytics is the ideal companion for undergraduate, MBA and Executive MBA students of marketing, and practicing executives looking to bring a more systematic approach to their firms’ marketing strategy efforts.
Marketing Strategy: Based on First Principles and Data Analytics #ad - All customers change 3. All competitors react 4.
Unlocking the Customer Value Chain: How Decoupling Drives Consumer DisruptionCurrency #ad - Birchbox offered women a new way to sample beauty products from a variety of companies from the convenience of their homes, without having to visit a store. By decoupling the customer value chain, bmw’s and Sephoras of the world head on, these startups, instead of taking on the Unilevers and Nikes, peel away a piece of the consumer purchasing process.
Using innovative new business models, startups are stealing customers by breaking the links in how consumers discover, buy and use products and services. There is a pattern to digital disruption in an industry, dollar Shave Club, Pillpack or one of countless other startups that have stolen large portions of market share from industry leaders, Airbnb, whether the disruptor is Uber, often in a matter of a few years.
Unlocking the Customer Value Chain: How Decoupling Drives Consumer Disruption #ad - As teixeira makes clear, the nature of competition has fundamentally changed. Instead, it offers people the benefit of driving without having to own a car themselves. Illustrated with vivid, and reigning incumbents like best buy and comcast, as they struggle to respond, indepth and exclusive accounts of both startups, Unlocking the Customer Value Chain is an essential guide to demystifying how digital disruption takes place – and what companies can do to defend themselves.
Based on eight years of research visiting dozens of startups, harvard Business School professor Thales Teixeira shows how and why consumer industries are disrupted, tech companies and incumbents, and what established companies can do about it—while highlighting the specific strategies potential startups use to gain a competitive edge.
. Turo doesn't compete with GM.
Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth EngineJossey-Bass #ad - Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Proactive Experience Reliability and Innovation 5. She is a worldwide keynote speaker, and sought frequently by major media for her point of view.
Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of chief customer officer: getting past Lip Service to Passionate Action 2006, and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad 2011.
A customer experience roadmap to Transform Your Business and Culture Chief Customer Officer 2. 0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Manage and Honor Customers as Assets 2.
Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine #ad - And she provides practical guidance on how embed the five competencies into how your company develops products, enables and rewards people, goes to market, and conducts annual planning. Since 2002 she has led customerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth.
Written by jeanne bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive such as Chief Customer Officer, Vice President of Customer Experience, etc.
Data Driven: Harnessing Data and AI to Reinvent Customer EngagementMcGraw-Hill Education #ad - Data driven will show you how to: ●target and delight your customers with unprecedented accuracy and success●bring customers closer to your brand and inspire them to engage, and remain loyal●Capture, purchase, organize, and analyze data from every source and activate it across every channel●Create a data-powered marketing strategy that can be customized for any audience●Serve individual consumers with highly personalized interactions●Deliver better customer service for the best customer experience●Improve your products and optimize your operating systems●Use AI and IoT to predict the future direction of markets You’ll discover the three principles for building a successful data strategy and the five sources of data-driven power.
Digital technology, social media, and e-commerce have radically changed the way consumers access information, order products, and shop for services. Axiom business book award silver medalist in business technology The indispensable guide to data-powered marketing from the team behind the data management platform that helps fuel Salesforce―the #1 customer relationship management CRM company in the world A tectonic shift in the practice of marketing is underway.
Data Driven: Harnessing Data and AI to Reinvent Customer Engagement #ad - . You’ll see how top companies put these data-driven strategies into action: how Pandora used second- and third-hand data to learn more about its listeners; how Georgia-Pacific moved from scarcity to abundance in the data sphere; and how Dunkin’ Brands leveraged CRM data as a force multiplier for customer engagement.
And if you’re wondering what the future holds, you’ll receive seven forecasts to better prepare you for what may come next. Sure to be a classic, data driven is a practical road map to the modern marketing landscape and a toolkit for success in the face of changes already underway and still to come.
Using the latest technologies―cloud, wants, internet of things IoT, and artificial intelligence AI―we have more data about consumers and their needs, mobile, social, and affinities than ever before.
Customer Experience 3.0: High-Profit Strategies in the Age of Techno ServiceAMACOM #ad - While others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows readers how to:• design and deliver flawless services and products while setting honest customer expectations • Create and implement an effective customer access strategy • Capture and leverage the voice of the customer to set priorities and improve products, cutting-edge metrics, and other tools to deliver customer satisfactionCompanies who get customer service right can regularly provide seamless experiences, services and marketing • Use CRM systems, seeming to know what customers want even before they know it themselves .
. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Don’t let that happen to you!Customer Experience 3.
Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service #ad - 0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, social media, your customers are expecting you to be taking advantage of it all in order to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past.
Having managed more than 1, 000 separate customer service studies, author John A.
The Customer of Tomorrow: Strategies for Keeping Pace with Rapidly Changing Behaviors, Technologies, and Expectations [email protected] EssentialsWharton School Press #ad - Every fundamental assumption about customers is now being challenged: how they shop, where they shop, and why they shop. Drawn from the best of [email protected]'s reporting, this volume in the [email protected] essentials series features stories addressing:•Customer loyalty in the age of big data•When more data doesn't mean better customer service•How to build loyal customers in the information age•Why customer service is often the ignored side of social media•When does it make sense to have a bricks & mortar location for customers•How to bring in new customersThis quick read features [email protected]'s reporting on the research and thought leadership of David Bell, Barbara Kahn, Peter Fader, among others.
The customer of Tomorrow will help you continue to win wallet-share with customers. About [email protected] booksinsights and inspiration business leaders can use today—from The Wharton School's online journal of business [email protected] Books offer you the best of [email protected]'s signature reporting, including in-depth coverage and analysis of important business trends, and inspiring conversations with today's thought leaders in a convenient, accessible explanations of the latest business research, portable format.
The Customer of Tomorrow: Strategies for Keeping Pace with Rapidly Changing Behaviors, Technologies, and Expectations [email protected] Essentials #ad - Published exclusively as ebooks by wharton digital press, in-depth coverage of timely and important business matters and trends, laying out the challenges and offering solutions•[email protected] Conversations: Collects [email protected]'s most popular in-depth interviews with today's thought leaders on a single topic of broad interest, featuring key takeaways that business leaders and professionals can leverage immediately•[email protected] Essentials: Collects the best of [email protected]'s reporting on a single topic of significant business concern, this practical line of books includes three series:•[email protected] Originals: All-new, offering inspiration you can use to transform your thinking on a current challenge or opportunity Each [email protected] ebook offers you what you need to address a business challenge or opportunity head on—today.
The speed at which consumer decisions are made keeps increasing, and the time it takes for battles over wallet-share to be won or lost is shrinking rapidly. In this rapidly evolving environment, understanding consumers' behaviors is more critical than ever.