Seemingly simple ideas are often the most powerful, and the hardest to uncover. In the 20th century, it was Peter Drucker’s Management by Objectives. In the 21st century, it’s Management by Expectation. Author Terry Schurter reveals the simple, yet powerful, idea of defining your business, not in terms of the goods and services you provide, but in terms of “customer expectations.” Schurter explicitly links corporate strategy down into every niche and corner of the enterprise to ensure that your business sets and meets customer expectations –without exception. Providing clear and actionable guidelines, along with examples from FedEx, Virgin Mobile, Best Buy and a budget airline, he explains what companies can do to increase the customer pipeline, convert higher percentages of that pipeline to profitability, and extend the duration of the customer relationship where profitability is at its peak.
The NEWLY REVISED EDITION of Customer Expectation Management by Terry Schurter is now available as a complementary eBook download. Just click the download arrow above to get your copy!
|Date:||August 11, 2013|