Using the metaphor of a “Leaky Bucket,” Howard Shore addresses the 15 most common issues in the areas of people, strategy, and execution that drain energy, direction, and profitability from every business. Shore provides a practical guide on how to effect change and ignite growth in the leadership team in order to achieve an organization's full potential. The principles outlined in this book lead to clear and purposeful direction, a stronger, invigorated leadership team, and maximum growth and revenue, all while reducing workplace drama.
A new conceptual approach to marketing practice from the vice president at Ogilvy Mather Direct which describes how to build a new kind of brand loyalty that leads to old-fashioned brand growth and increased profits without incremental marketing investment. Demonstrates how to create a database of high-profit consumers and use it to generate a relationship-building direct marketing program.
This book presents and analyses interesting recent developments in the field of community capacity building, in a variety of OECD and non-OECD countries. The focus is on how CCB has effected change in three major areas: social policy, local economic policy and environmental policy.
Does this sound familiar? You are a "trades guy" who wanted to be your own boss and provide a better future for your family. You are "all in" financially and emotionally. You are very good at your trade, but your business frustrates you. The hours are long, and you hardly see your family. Profits are disappointing and you worry about cash flow every day. Your employees drive you crazy. You feel trapped and don't know how to make it better. It's time to fill the business knowledge gap that is holding you back. With lessons learned from over 1000 meetings with blue-collar business owners, the author uses a childhood memory of water leaking from an old bucket as a metaphor for a struggling business to share the principles and strategies used by many business owners to reduce stress and transform their business into cash-generating, profit machines. You will feel like you went to business school as you learn to: - Build and lead a high performing business - Use the secret "Magic Profit Formula" to increase profits by up to 71% & More! - Generate positive cash flow - Increase business value - Structure your business so you have more time for family & friends Fill your business knowledge gap and start achieving the success you deserve today!
If leaders aren't integrating their digital offerings into a philosophy of Customer Success, they will be defeated in the next decade, because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer. Shows leaders how their digital implementations will make them more Amazon-like Helps you deliver recurring revenue Shows you how to embrace customer retention Demonstrates the importance of "churning" less Get that competitive advantage in the most relevant and important arena today—making and cultivating happy customers.
Make customer-centricity tangible, sustainable, and real by implementing structural and systemic changes to the DNA of your company. Businesses need to do more than sell to customers—they need to help them live their best lives. This superior experience is what customers expect and deserve from companies and it’s possible to deliver just that with the framework provided in The Customer Excellence Enterprise: A Playbook for Creating Customers for Life. An enlightening and pragmatic guide, The Customer Excellence Enterprise is for everyone who needs to elevate the customer experience to a fundamental revenue accelerator and value driver. With this fresh perspective on customer-centricity, companies can address the persistent disconnect between their customer-first claims and an often disappointing reality. Wayne Simmons and Tom DeWitt are practitioners and professors of customer excellence. Wayne is a leader in customer excellence and customer experience management at Pfizer, the Fortune 50 global leader in health care and life sciences. Tom is the founder of CXM@MSU, an industry-facing entity designed to advance customer experience management thought and practice, and the founder and architect of North America’s first master’s degree in Customer Experience Management (CXM) at the Broad College of Business, Michigan State University. Together, they expertly frame the complexities of consistently delivering a superior customer experience at enterprise and global scale and provide a compelling case for urgency for companies to take the journey to become a Customer Excellence Enterprise (CXE). Outlining the leadership, organizational, operational, and commercial facets essential for sustained success, The Customer Excellence Enterprise is a comprehensive playbook for any company seeking to differentiate deeply from competitors and win preferred positions in the hearts and minds of today’s discerning customers. With insights into how companies can become structurally and systemically predisposed to deliver exceptional experiences, the authors draw on real-world practice and examples from customer experience “outliers”―companies renowned for consistently improving their customers' lives. Readers will also find: Practical strategies for building a case for urgency and mobilizing all levels of the enterprise to deliver tangible results. Winning methods to build deep emotional connections that lead to lifelong customer relationships. Insights into the habits and ways of working from customer experience industry outliers. The Customer Excellence Enterprise: A Playbook for Creating Customers for Life is a must-have for the boards of directors, C-Suite executives, line of business leaders and managers, marketers, sales teams, product leaders, human resources, customer experience, operations and other customer-facing professionals tasked with answering pressing questions like, Why are exceptional customer experiences still so rare? and If customers are truly the most valuable of corporate assets, why are they consistently being treated so poorly? This book serves as an invaluable tool and urgent call to action for anyone committed to elevating how customers are viewed, treated, and valued—the keys to creating customers for life.
Why This Book Is Critical To Your Company to Reach Peak Financial Performance Many companies have been around for a long time. Some have outperformed others. Why? What is the difference between those companies that are doing well and those that are not? Leadership and strategy certainly play a role, but what is equally important is the system and infrastructure of the company. The right system impacts all stakeholders -- shareholders, employees, suppliers, customers, etc. The right system can help a company reach its optimal financial performance. This book will help C-suite executives, business owners, and entrepreneurs optimize their company profits, turn around flagging companies, build a legacy, and increase shareholder value, all without making you feel overwhelmed, stressed, and frustrated. This system will help you improve your company profits MASSIVELY. This book will guide you on how to diagnose your company by finding the root cause of the problems, not just on the surface, but deep within it. It will also provide you with a cure by giving solutions to these problems. Finding the right root cause problems will help you implement the right solution.
Discusses the newest marketing concepts. The Guru name is synonymous with expert, candid advice. The Guru format provides an easy reference to a wide range ofideas and practices.
This book is a response to a need in the market place in the fast-growing field of customer profitability analysis and the profitable management of customer relationships. It combines innovative approaches to calculating the value of customers, with the management strategies necessary to make and keep customers profitable. It includes easy-to-follow instructions on how to calculate customer profitability, including worked examples (non-technical) and discusses strategies and their applications for organizations to manage customers profitably. Based on cases and feedback from the KAM Club and other research, there will be many business-to-business as well as business-to-consumer examples. The book assumes some level of numeracy in its readership. The contents include: Assessing product costs, costs to serve and how these can be estimated, and how to deal with customer-specific overhead costs. It discusses the uses and limitations of the use of customer profitability analysis, and illustrates how to calculate customer lifetime value using two methods, one with actual numbers and one which estimates relative customer lifetime value. Provides an innovative approach to calculating the lifetime value of a customer by taking risk into account. Demonstrates how to recognise and value the relationship benefits of customers, such as word of mouth. Brings into discussion the idea that how customers are managed, links to their profitability. Describes how financial portfolio analysis and theory apply to marketing and how, their application to marketing relates to the optimisation of marketing spend.
