Making Customers Matter (Harvard Lessons Learned)

Lessons, Fifty

Harvard Business Review Press（2010/05発売）

• 製本 Paperback:紙装版/ペーパーバック版／ページ数 112 p.
• 言語 ENG
• 商品コード 9781422139882
• DDC分類 658.812

Full Description

Learn how the most accomplished leaders from around the globe have tackled their toughest challenges with Lessons Learned. Concise and engaging, each volume in this book series offers fourteen insightful essays by top leaders in industry, the public sector, and academia on the most pressing issues they've faced. The Lessons Learned series also offers all of the lessons in their original video format, free bonus videos, and other exclusive features online. A crucial resource for today's busy executive, Lessons Learned gives you instant access to the wisdom and expertise of the world's most talented leaders. FEATURING INTERVIEWS WITH: William Johnson, H.J. Heinz Company Paul Skinner, Shell Oil Products Company William Lamar, Jr., McDonald's USA Jeb Dasteel, Oracle And other top business leaders

Contents

1. Jeb Dasteel - Setting the Tone for Customer Advocacy 2. Barbara D. Stinnett - Personalize the Customer's Perspective 3. Dave Mabon - Communicate Your Initial and Ongoing Value 4. Tammy McLeod - The Tale of Two Service Initiatives 5. Rudy Vidal - In Fast Moving Markets, Stay Close to Your Customer 6. Dan Wittner - Engage Your Customers to Grow Your Business 7. Sir John Egan - Satisfying Customers 8. Lord Bilimoria - Always Ask the Consumer 9. Paul Skinner - Listen to the Changing Needs of the Consumer 10. Gerry Roche - Service Beyond the Call of Duty 11. Richard Santulli - Maintaining Customer Service When You Scale 12. Maxine Clark - Using Customer Interactions to Improve Your Business 13. William Lamar, Jr. - Customers Give You Feedback Every Day 14. William Johnson - Look to Your Consumers for Innovation