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Tools for Focusing on Your Customer
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Tools for Focusing on Your Customer
by Harvard Business School Press
Focusing on Your Customer
Cover
Pocket Mentor Series
Copyright
Mentor’s Message: Why Focus on Your Customer?
Focusing on Your Customer: The Basics
The “Three Rs” of Customer Loyalty
Retention
Related sales
Referrals
The three Rs and your internal customers
When marketing budgets ignore the three Rs
Targeting the Right Customers
Finding your target customers
Matching your target customers’ expectations
Understanding How Customer Loyalty Affects Profitability
Calculating lifetime value of a customer
Appreciating the service-profit chain
Sharpening Employees’ Focus on Customers
Understanding the high cost of workforce turnover
Combating turnover
Getting to Know Your Customers
Obtaining feedback from customers
Observing customers
Delivering Irresistible Value to Your Customers
Understanding the customer value equation
Developing satisfaction goals for profitable customers
Establishing customer-friendly processes
Designing effective customer listening posts
Tips and Tools
Tools for Focusing on Your Customer
Test Yourself
To Learn More
Sources for Focusing on Your Customer
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Tools for Focusing on Your Customer
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