In today’s modern, hypercompetitive Internet age, where product choices seem limitless and extensive product information and reviews are only a click away, newly empowered customers call the shots. Head-in-the-sand companies that fail to accept this reality will wither away and die. Customer-research expert Chuck Wall makes these arguments based on interviewing or surveying more than 100,000 customers. He backs up his thesis with valuable insights and fascinating case histories of “Customer CEO” companies. Wall says his belief that companies should pay close attention to their customers is “radical,” but by now, the axiom that companies should be customer-centric is pretty much common knowledge. Even so, Wall offers well-informed, valuable observations about what customers care about and want. getAbstract recommends his thoughtful perceptions to everyone who has customers, wants to retain them and hopes to attract even more.
In this summary, you will learn
- Why customers are in charge today,
- What their nine primary powers are,
- How to reap the benefits of a “customer thinking” approach and
- How to make the “Customer CEO Manifesto” into an integral – and profitable – part of your operations.
About the Author
Chuck Wall, founder of the Customer CEO consultancy, started seven other enterprises and surveyed more than 100,000 customers in nearly every business category.
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Knowledge PackCustomer Relationship ManagementHow do you build your business around your customers? First, manage the relationship.
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