Customer Genius (Hardcover)

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: H&M.

3.3 Customer insights.

Insight 20: Harrah’s 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&G.

6.3 Customer champions.

Insight 44: MAC Cosmetics.

Track 7: Culture … 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.