Customer-Centricity

This book identifies how companies earn the respect and loyalty of their customers. There is a connection between emotions and behaviors, meaning that customers feel strongly about businesses that recognize them.

In The Thank You Economy, Gary Vaynerchuk begins with the premise that we are returning to a time when our opinions, perceptions, and experiences of customer service actually matter.

This book seeks to provide a framework for a successful loyalty strategy in any company. The author starts out with some definitions of loyalty, defining the “loyalty cycle’s ” five steps: identify customers, track spending, motivate behavior, reward performance, and measure results.

This book is in dissertation form and seeks to investigate how service delivery practices result in high Net Promoter Scores (NPS). Over 930 surveys containing traditional customer satisfaction and NPS questions were collected from GE Healthcare Practice Solutions customers as they implemented the Practice Management and Electronic Medical Record software products over a 20 month period.

This book argues that the term “brand” does not simply refer to the message conveyed to customers. Rather, it is a comprehensive package that the customer perceives about a product.

This book is premised on a study that the authors facilitated to understand leadership skills that actually lead to results as opposed to those that are inconsequential or harmful.

Banks have long struggled to adequately match customer expectations. So how can banks give customers what they really want? Michael Ruckman explains how to build and maintain real relationships.

Shannon Quilty explains how fusing the virtual and the physical spheres can enable shopping centers to benefit from digital disruption and engage their customers with enhanced experiences.

Michael Ruckman is the founder and President of Senteo. He is also a senior advisor at Efma. He discusses the...