A top-down commitment to top-notch customer service is a critical element in the battle for corporate survival. In their Customer-Centered Growth: Five Bold Strategies for Building Competitive Advantage
, Richard Whiteley and Diane Hessan of The Forum Corporation, a training and consulting firm that emphasizes just such customer focus, show readers how other companies have successfully placed customers at the center of their operations. They also provide 15 tools for self-assessment and strategy planning.
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Drawing on dozens of case studies of every kind of organization from chain stores to global telecommunications giants, the authors define five strategies for growth and show that stellar achievement is within the reach of any company.