Customer Genius 9781841127880 115盘 下载 pdf txt 电子版 mobi snb docx

　　Hello,Iamyourcustomer.DoyouseetheworldlikeIdo?It'ssimplereally.Startwithmeandeverythingelsefollows.Togetherwecandoextraordinarythings.Areyouready?10buildingblocks,30practicaltools,50inspirationalstories.FromAmazontoBanyanTree,QuintessentiallytoZipcars,explore50oftheworld'sleadingcustomerbusinesses.TheriseofAirAsia,andthecollaborationofBoeing;thesegmentedfocusofClubMed,andthecustomervisionofDisney;theimaginationofCamper,andthedesirefortheNintendoWii;therealismofDove,andthetriballoyaltyofHarleyDavidson.The'genius'ofacustomer-centricbusinessisthatitworksfromtheoutsidein.Itattracts,servesandretainsthebestcustomersasitsroutetoprofitabilityandgrowth.Isn'titabouttimeyoustarteddoingbusinessfromtheoutsidein?

PART 1 THE CUSTOMER WORLD.  

Track 1: Hello!  

Track 2: My world  people and their passions.   2.1

Wonderful people.   Insight 1: Facebook.   2.2

Global village.   Insight 2: Air Asia.   2.3

Customer tribes.   Insight 3: Banyan

Tree.  

Track 3: My agenda  what matters most to me.   3.1

Emotional world.   Insight 4: Baidu.   3.2

Customer kaleidoscopes.   Insight 5: Stenders Soap

Factory.   3.3 The customer agenda.   Insight

6: Camper Shoes.  

Track 4: My terms  power to the people.   4.1

Customer power.   Insight 7: Livestrong.   4.2

Pull not push.   Insight 8: Progressive

Insurance.   4.3 Outside in, inside out.  

Insight 9: Zipcars.  

Track 5: My business  the customer business.   5.1

The customer-centric business.   Insight 10:

Amazon.   5.2 Customer value, business value.  

Insight 11: Best Buy.   5.3 Ten dimensions of the

customer business.  

PART 2 THE CUSTOMER BUSINESS.   Dimension 1: Customer

vision.   1.1 Customer purpose.   Insight 12:

Lego.   1.2 Customer brand.   Insight 13:

Aveda.   1.3 Customer alignment.   Insight 14:

Cemex.   Dimension 2: Customer strategy.   2.1

Customer profitability.   Insight 15: Nike

Women.   2.2 Customer segmentation.   Insight

16: Club Med.   2.3 Customer management.  

Insight 17: Tata.   Dimension 3: Customer

insights.   3.1 Customer intelligence.  

Insight 18: Dove.   3.2 Customer immersion.  

Insight 19: Hs Casinos.   Dimension 4: Customer

propositions.   4.1 Customer context.   Insight

21: Whole Foods Markets.   4.2 Customer

propositions.   Insight 22: Oxfam Unwrapped.  

4.3 Customer conversations.   Insight 23: Jimmy

Choo.   Dimension 5: Customer solutions.   5.1

Customer collaboration.   Insight 24: Heinz Tomato

Ketchup.   5.2 Customer innovation.   Insight

25: Smart USA.   5.3 Customer solutions.  

Insight 26: Boeing 787 Dreamliner.   Dimension 6:

Customer connections.   6.1 Customer

communication.   Insight 27: Wumart China.  

6.2 Customer networks.   Insight 28: Zopa.  

6.3 Customer gateways.   Insight 29:

Quintessentially.   Dimension 7: Customer

experiences.   7.1 Customer journey.   Insight

30: Nintendo Wii.   7.2 Customer theatre.  

Insight 31: Vom Fass.   7.3 Extraordinary

experiences.   Insight 32: Build a Bear

Workshop.   Dimension 8: Customer service.  

8.1 Customer delivery.   Insight 33:

Disneyland.   8.2 Individualized service.  

Insight 34: Singapore Airlines.   8.3 Service

recovery.   Insight 35: Ritz-Carlton.  

Dimension 9: Customer relationships.   9.1 Customer

PARTnerships.   Insight 36: Harley-Davidson.  

9.2 Customer communities.   Insight 37: The Co-operative

Group.   9.3 Customer advocates.   Insight 38:

New Balance.   Dimension 10: Customer

performance.   10.1 Value drivers.   Insight

39: Enterprise Car Rental.   10.2 Customer

metrics.   Insight 40: First Direct.   10.3

Business impact.   Insight 41: GE.  

PART 3 THE CUSTOMER CHAMPIONS.  

Track 6: Leadership  leading a customer

revolution.   6.1 Inspiring people.   Insight

42: Eczacibasi.   6.2 New business leaders.  

Insight 43: P creating a passion in people.   7.1

Engaging your people.   Insight 45: Pret A

Manger.   7.2 Aligning people and customers.  

Insight 46: Innocent.   7.3 Structures, symbols and

stories.   Insight 47: Toyota.  

Track 8: Transformation  the journey to

customer-centricity.   8.1 Creating a customer

revolution.   Insight 48: Avon.   8.2 Making

change happen.   Insight 49: Skoda.   8.3

Virgin inspiration.   APPENDIX THE GENIUS

LAB.   The customer business roadmap.   More

genius.      Credits.   About

the author.   Index.

彼得·菲斯克不但是世界公认的商业战略学家、世界各国众多企业掌门人的顾问、鼓舞人心的商业演说家，还是一名企业家。他与世界顶尖的大型企业合作多年，如英国航空公司、可口可乐、英国玛莎百货、微软、维珍等。 他曾经担任全球规模最大的专业营销机构“特许营销协会”的CEO，全球战略营销咨询公司PA咨询集团的领导人，独立的品牌价值研究机构Brand Finance的常务董事。还是战略创新机构Foundation的合伙人。 彼得·菲斯克著有畅销书《营销天才》、《商业天才》、《创意天才》以及《完全CEO》，其中《营销天才》被译成24种文字。《商业战略评论》称他为“杰出的新商业思想家”。

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书籍介绍

在产品严重同质化、客户需求日益多样化和个性化的买方市场中，《客户天才》深入探讨了如何用个性化的方式有效地吸引、服务并留住客户，关注客户体验，并以此作为企业盈利和成长的途径！

10个支柱。30种方法，50则案例。打造客户型企业的全新蓝图！

从亚马逊到悦榕酒店。从精英俱乐部到美国在线汽车租赁公司Zipcars，书中探讨750家世界领先的客户型企业，如亚洲航空公司的崛起、波音公司与客户的合作、地中海俱乐部的细分焦点、迪士尼的客户构想、农夫制鞋公司的想象力、任天堂游戏激发的欲望、多芬护肤品体现的现实主义态度和哈雷摩托的部落忠诚度等。客户型企业的“天才”之处在于。它们以由外而内的视角采取行动。它们吸引和留住最佳客户，为他们提供服务，走向通往盈利和发展的道路。以由外而内的全新视角经营企业，现在就行动起来吧！