passionate and profitable why customer strategies fail and ten steps to do them right

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Passionate And Profitable

Author : Lior Arussy
ISBN : 9780471721345
Genre : Business & Economics
File Size : 70. 19 MB
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"I’ve always said that education without execution is just entertainment – and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it well. Read this book and learn."--Tim Sanders, Author of "Love is The Killer App" "Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit."--Jerry Vass, Author of "Soft Selling in A Hard World" and President Vass Consulting "You might not like this book. It's not filled with easy shortcuts and feel-good platitudes. BUT, when you're ready to walk the walk and not just talk the talk) about treating your customers right and growing your business, Lior's book is a fine place to start down that rarely-followed, very profitable path."--Seth Godin Author, Purple Cow & Free Prize Inside "Lior Arussy is a true customer advocate. This book is a must-read for anyone who knows that the only sustainable competitive advantage is to create a unique and meaningful customer experience."--Ginger Conlon, Editor-in-Chief, CRM magazine According to Strativity's 2003 CEM global study, 45% of executives surveyed do not believe they deserve the customer’s loyalty. Following a decade of customer-centric books, the market is in a state of crises with over 50% customer focused projects fail. Passionate and Profitable is a new book that takes a critical look at the state of the companies’ commitment to customers and exposes the fatal mistakes companies make and the lip service they pay to their customers. Full of examples and statistics, Passionate and Profitable argues that customer strategies success depends on making serious tough choices and not cosmetic works. It is those tough trade offs that will help companies unleash their passion for customers and in return, increase their profitability and sales.

Managing Complexity In Organizations

Author : Christoph Nedopil
ISBN : 9781137285706
Genre : Business & Economics
File Size : 73. 4 MB
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Managing Complexity in Organizations is a lively new text written by academics from one of the world's leading business schools. Using a series of global case studies from a variety of industries, the authors outline their frameworks for understanding and managing complexity. The book examines the role of complexity theory in organizations and the importance of flexibility in decision-making. Managing Complexity in Organizations goes on to discuss how flexibility allows for improved, quicker responses to ongoing change - a necessity in today's unpredictable business environment. The authors present four key drivers of complexity: diversity; interdependence; ambiguity; and fast flux, thereby providing the reader with an effective and thorough understanding of how businesses can successfully adapt and respond to constant change. Applying complexity theory to business organizations, Managing Complexity in Organizations: Text and Cases is an essential companion for MBA, EMBA and executive education programs. CHRISTOPH NEDOPIL is Managing Director of YOUSE, an innovation consultancy in Berlin, Germany, and Consultant for the World Bank ULRICH STEGER is Professor of Environmental Management at IMD, Lausanne, Switzerland WOLFGANG AMANN is the Executive Director of Executive Education and faculty at the Goethe Business School, Frankfurt, Germany.

Loyalty Cards In The Apparel Industry In Germany And Spain Is The Implementation Of A Global Marketing Approach Reasonable When Operating Both In A Southern And A Northern European Country

Author : Sarah-Mailin Janotta
ISBN : 9783954895151
Genre : Business & Economics
File Size : 33. 28 MB
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Internationally operating apparel retailers are expanding throughout Europe (Noordhoff et al, 2004; Seock and Lin, 2011). To be able to cope with the fierce competition in the apparel retail industry, many retailers have implemented loyalty cards in order to keep current customers. Several retailers have opted for a global marketing strategy which includes implementing loyalty cards with the same features in several countries (e.g. Hunkemöller, Promod, Esprit). This research is a comparative analysis of young adults, aged between 18 and 30, from a Northern European country (Germany) and a Southern European country (Spain). The objective is to determine if there are significant differences in attitudinal and behavioural patterns, as well as in preferences regarding the features of loyalty cards in the consumers of the two countries, to find potential success factors for retailers. In the first place, international apparel retailers have to decide which marketing approach they intend to follow. This may be either a standardised, etic marketing approach, which aims to have one overall marketing strategy for all countries, or a non-standardised, emic marketing approach, which aims to adapt the marketing strategy in every country to the local culture (Trommsdorff, 2009; Solomon et al, 2002). Research of consumer behaviour has shown that consumers are influenced by external stimuli (political, economic, social, technological) and consumer characteristics (cultural, social, personal) (Foscht and Swoboda, 2005; Kotler et al, 2009). Marketers have to be aware of these external influences in order to develop marketing strategies that appeal to the target market(s). By making use of the right marketing instruments, customer satisfaction and loyalty and, subsequently, long-term profitability can be established (Seock and Lin, 2011). Loyal customers have been shown to be more profitable to the company than continuously acquired new customers (Reichheld and Teal, 2001). In the literature, the distinction between attitudinal and behavioural loyalty is widely spread, and it will also be upheld in this research. One instrument often used in relationship marketing is the promotional tool of loyalty cards (Aßmann et al, 2008). There are different forms of loyalty cards, which differ in loyalty card type, in loyalty card functions and in target groups (Steffens, 2010). The image and efficacy of loyalty cards are highly controversial in the literature. Recent research [...]

Fasten Your Seatbelt The Passenger Is Flying The Plane

Author : Nawal K. Taneja
ISBN : 9781351936972
Genre : Transportation
File Size : 62. 84 MB
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Fasten Your Seatbelt: The Passenger is Flying the Plane is the fourth in a series written at the encouragement of practitioners in the global airline industry. Core customers are beginning to seize control of the direction of the industry from airline management. Customers are doing so due to deep dissatisfaction with what is being offered by traditional carriers across all areas, including network, product, price, customer service and the distribution system. New airlines have clearly focused business designs with the discipline to reject non-valued products or services. In the US, new airlines score higher in customer satisfaction, offering lower fares and making larger operating profits. This book is about customer behaviour and how to address it. It provides detailed but easy-to-read practical discussion of the changes required on the part of airline management not only to think boldly, but also to execute courageously and relentlessly, ground-breaking strategies to fly ahead of their customers. As with previous books written by Nawal Taneja, the primary audience continues to be senior level practitioners within the global airline industry - in both traditional carrier and low complexity carrier segments. The approach is impartial, candid and pragmatic, based on what is happening in the actual market place rather than theoretical business models.

Pricing With Confidence

Author : Reed Holden
ISBN : 1118045343
Genre : Business & Economics
File Size : 88. 74 MB
Format : PDF
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Bad pricing is a great way to destroy your company’s value, revenue, and profits. With ten simple rules, this book shows you how to deliver both healthy profit margins and robust revenue growth while kicking the dreaded discounting habit. The authors destroy the conventional wisdom that you have to trade margins for revenues and show you how to fully exploit the value your company offers customers. This is a proven plan for increasing sales without sacrificing profits.

Management Des Strat Gies D Couvrir

Author :
ISBN : UCLA:L0096826227
Genre : Accounting
File Size : 59. 3 MB
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Experiential Marketing

Author : Shaz Smilansky
ISBN : IND:30000110602889
Genre : Business & Economics
File Size : 32. 96 MB
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Consumers are constantly inundated with repetitive traditional advertising messages, bombarding their lives, interrupting their TV shows and generally getting in the way. The consumer does not feel any real emotional connection with these brands, and if they do buy, it is simply because the brand that shouted the loudest got their attention. This outdated approach to marketing communications is dying, and fast.Brands are realising that to secure the lifetime value of their customers by gaining true customer loyalty, they must give something back. The relationships between brands and their target audiences are being revolutionized. Experiential Marketing looks at the new experiential marketing era, which focuses on giving target audiences a fabulous brand-relevant customer experience that adds value to their lives. Experiential marketing is made up of live brand experiences - two way communications between consumers and brands, which are designed to bring brand personalities to life.This book demonstrates how experiential marketing fits in with the current marketing climate, and how to go about planning, activating and evaluating it for best results. This is essential reading for both advertising and marketing practitioners, and marketing students.

Praxisorientiertes Marketing

Author : Ralf T. Kreutzer
ISBN : 9783834985255
Genre : Business & Economics
File Size : 67. 46 MB
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Grundlagen des Marketing. Die anschauliche Aufbereitung von Zielen, Strategien und Methoden sowie psychologischen Erklärungsansätzen des Marketing wird begleitet von vielfältigen Unternehmensbeispielen. So gelingt ein motivierender Transfer der theoretischen Ansätze in die Praxis. Ein Marketingbuch, das konsequent mit und für seine Zielgruppe erarbeitet wurde. In der 3. Auflage wurden alle Kapitel überarbeitet und veranschaulichende Praxisbeispiele aktualisiert. Neu hinzukommen beim Innovationsmanagement die Kundenintegration in den Innovationsprozess, Entwicklungen im Neuromarketing, bei der Personalpolitik das Internal Branding sowie ausgewählte Analyseverfahren.

Customer Experience Strategy

Author : Lior Arussy
ISBN : 0578047578
Genre : Consumer satisfaction
File Size : 72. 99 MB
Format : PDF, ePub, Mobi
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In writing Customer Experience Strategy, I worked to combine a complete strategic and executional blueprint with an easily accessed reference book. My goal is to allow you to find practical guidance and new ideas to enhance your customer experience journey, no matter your entry point into the strategy. Are you struggling with leadership?s sponsorship? There?s is a chapter for that. Missing the business case? There?s a chapter for that. Looking for guidance how to innovate? There?s a chapter for that. Just getting started in exploring this customer-centric endeavor? There?s an entire blueprint, from start to launch and beyond, for that very purpose. No matter your current stage in the customer experience journey, this book is designed to help you achieve the next level. It?s time to stop focusing on others? customer experience stories and create your own success story. It?s time to stop staring at such legends as Starbucks, Nordstrom, Virgin, Southwest Airlines, Whole Foods and Four Seasons and start creating your own legendary customer experience. It?s time to execute. It will be my privilege, through the journey that is this book, to be part of your travels, and watch you create your own legend. ?Lior Arussy

Next Is Now

Author : Lior Arussy
ISBN : 9781501171475
Genre : Business & Economics
File Size : 84. 52 MB
Format : PDF
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One of the world’s leading authorities on customer-centric business transformation, Lior Arussy delivers results—so when Fortune 500 companies see potentially disruptive change on their horizon, Arussy is the person they call. Founder and CEO of the global consulting firm, Strativity Group, he’s led more than 700,000 employees to embrace the drastic and continual change that is now their everyday reality—and thrive through it all. The old business model of adapting to change for continued success is dead. Change is the new normal. There are no more periods of stability and predictability. There is only change. This continuous upheaval can undercut morale, decrease productivity and decimate profits, or it can be a game-changing opportunity. Arussy illuminates the path to opportunity. He helps corporate leaders and their employees view change as an opportunity to become invested, drive that change, and achieve more success and job satisfaction than if change were simply implemented from the top down. Based on his experience working one-on-one with major corporate clients like Mercedes-Benz, Royal Caribbean Cruises, Thomson Reuters, HSBC and other Fortune 500 clients, Arussy shares his five-step Future Ready Impact program, and guides change impacted employees and business owners from a victim mentality to one of participation and ownership. As Stephen Cannon, the former president and CEO of Mercedes-Benz USA, raves, “For anyone interested in building a thriving business, Lior Arussy's insights provide actionable steps to integrate into your plans for achieving success.”

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