{"product_id":"passionate-and-profitable-isbn-9780471713920","title":"Passionate and Profitable","description":"\"I’ve always said that education without execution is just entertainment – and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it well. Read this book and learn.\"--\u003ci\u003eTim Sanders, Author of \"Love is The Killer App\"\u003c\/i\u003e  \u003cp\u003e\"Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit.\"--Jerry Vass, Author of \"Soft Selling in A Hard World\" and President Vass Consulting\u003c\/p\u003e \u003cp\u003e\"You might not like this book. It's not filled with easy shortcuts and feel-good platitudes. BUT, when you're ready to walk the walk and not just talk the talk) about treating your customers right and growing your business, Lior's book is a fine place to start down that rarely-followed, very profitable path.\"--Seth Godin Author, Purple Cow \u0026amp; Free Prize Inside\u003c\/p\u003e \u003cp\u003e\"Lior Arussy is a true customer advocate. This book is a must-read for anyone who knows that the only sustainable competitive advantage is to create a unique and meaningful customer experience.\"--Ginger Conlon, Editor-in-Chief, \u003ci\u003eCRM\u003c\/i\u003e magazine\u003c\/p\u003e \u003cp\u003eAccording to Strativity's 2003 CEM global study, 45% of executives surveyed do not believe they deserve the customer’s loyalty. Following a decade of customer-centric books, the market is in a state of crises with over 50% customer focused projects fail. \u003ci\u003ePassionate and Profitable\u003c\/i\u003e is a new book that takes a critical look at the state of the companies’ commitment to customers and exposes the fatal mistakes companies make and the lip service they pay to their customers.\u003c\/p\u003e \u003cp\u003eFull of examples and statistics, \u003ci\u003ePassionate and Profitable\u003c\/i\u003e argues that customer strategies success depends on making serious tough choices and not cosmetic works. It is those tough trade offs that will help companies unleash their passion for customers and in return, increase their profitability and sales.\u003c\/p\u003e  \u003cp\u003e\u003cb\u003eIntroduction: The Top Ten Crucial Mistakes in Customer Strategies xiii\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Graveyard of Good Intentions xiv\u003c\/p\u003e \u003cp\u003eFailure Factors xvii\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 Understanding the Fatal Mistakes 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFatal Mistake 1: Culture of the New 2\u003c\/p\u003e \u003cp\u003eFatal Mistake 2: Lipstick on the Pig 2\u003c\/p\u003e \u003cp\u003eFatal Mistake 3: Passion Loss 3\u003c\/p\u003e \u003cp\u003eFatal Mistake 4: Real Cost of Cost Reduction 3\u003c\/p\u003e \u003cp\u003eFatal Mistake 5: Failure to Operationalize 4\u003c\/p\u003e \u003cp\u003eFatal Mistake 6: You Get What You Pay For 4\u003c\/p\u003e \u003cp\u003eFatal Mistake 7: Management of Change 5\u003c\/p\u003e \u003cp\u003eFatal Mistake 8: Lack of Leadership 6\u003c\/p\u003e \u003cp\u003eFatal Mistake 9: Unstructured Relationship 6\u003c\/p\u003e \u003cp\u003eFatal Mistake 10: Technology Shortcut 7\u003c\/p\u003e \u003cp\u003eCritical Choices 8\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Critical Choice 1: Who Are We, Customer Pleasers or Efficiency Crunchers? 11\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eLack of Definition and Criteria 13\u003c\/p\u003e \u003cp\u003eIntention to Execution Gap 14\u003c\/p\u003e \u003cp\u003ePrice of Efficiency 16\u003c\/p\u003e \u003cp\u003eCorporation–Customer Experience Aptitude Survey 19\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 Critical Choice 2: What Is the Role of the Customer in Our Existence? 25\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eInherent Conflict 25\u003c\/p\u003e \u003cp\u003eThe Efficient Relationship Paradox 28\u003c\/p\u003e \u003cp\u003eCorporations at a Juncture 31\u003c\/p\u003e \u003cp\u003eWhat Customers? The Second Tough Choice 33\u003c\/p\u003e \u003cp\u003eCongratulations, You Are at Par: The New Four Ps 35\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 Critical Choice 3: What Defines Our Total Experience? 39\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCustomer Strategies and the Art of\u003c\/p\u003e \u003cp\u003eCustomer Experience Management 42\u003c\/p\u003e \u003cp\u003eDemystifying the Experience 46\u003c\/p\u003e \u003cp\u003eThe Emotional Customer 49\u003c\/p\u003e \u003cp\u003eDeveloping the Experience 50\u003c\/p\u003e \u003cp\u003eCustomer Experience Analysis 52\u003c\/p\u003e \u003cp\u003eCustomer Experience Mapping 55\u003c\/p\u003e \u003cp\u003eReengineering the Experience Guidelines 58\u003c\/p\u003e \u003cp\u003ePower to the People: The Difficult Shift 61\u003c\/p\u003e \u003cp\u003eWhat Is Your Core Experience? 62\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5 Critical Choice 4: What Customers Do We Neglect? 67\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCustomer Selection Guidelines 70\u003c\/p\u003e \u003cp\u003eCharacteristics of Desirable and\u003c\/p\u003e \u003cp\u003eUndesirable Customers 72\u003c\/p\u003e \u003cp\u003eCustomer Role 74\u003c\/p\u003e \u003cp\u003eCustomer Job Description 75\u003c\/p\u003e \u003cp\u003eCompany's Job Description 77\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Critical Choice 5: What Kind of Relationships Do We Seek? 81\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSymbiosis versus Competitive Relationships 82\u003c\/p\u003e \u003cp\u003eWhat Is the Essence of a Customer-Desired Relationship? 83\u003c\/p\u003e \u003cp\u003eDifferent Relationships with Different People 91\u003c\/p\u003e \u003cp\u003eSegmentation Criteria 93\u003c\/p\u003e \u003cp\u003eTailoring the Customer's Experience 97\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 Critical Choice 6: How Do We Change Our Organization to Avoid the Silo-Based Customer Trap? How Do We Assume Complete Customer Responsibility? 103\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eManaging Across All Touch Points 103\u003c\/p\u003e \u003cp\u003eTouch Points Analysis Mapping 104\u003c\/p\u003e \u003cp\u003eObsession with Tools 107\u003c\/p\u003e \u003cp\u003eOrganization-Focused Customer 109\u003c\/p\u003e \u003cp\u003eCustomer-Focused Organization 110\u003c\/p\u003e \u003cp\u003eAssembler Keeps the Money 114\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8 Critical Choice 7: Do We Employ Functional Robots or Passionate Evangelists? 117\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAttitude, Not Skill 118\u003c\/p\u003e \u003cp\u003eEmployee Experiences 119\u003c\/p\u003e \u003cp\u003eEmployee Loyalty Leads to Customer Loyalty 122\u003c\/p\u003e \u003cp\u003eEmployment Hierarchy 122\u003c\/p\u003e \u003cp\u003eGuidelines for Employee Experience Reengineering 127\u003c\/p\u003e \u003cp\u003eTraining Is for Dogs—Education Is for People 132\u003c\/p\u003e \u003cp\u003eDelight Them: They Are Human Too 135\u003c\/p\u003e \u003cp\u003eCompensation: Follow the Money Trail 136\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9 Critical Choice 8: Post-Sales Dialogue and Service—Do We Really Care? 139\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCulture of the New 140\u003c\/p\u003e \u003cp\u003eTaking Customers for Granted 140\u003c\/p\u003e \u003cp\u003eFour Checkpoints for Delivering\u003c\/p\u003e \u003cp\u003eTrue Experiences and Relationships 141\u003c\/p\u003e \u003cp\u003eRequired Tools 151\u003c\/p\u003e \u003cp\u003eComplete Relationship Account 153\u003c\/p\u003e \u003cp\u003eVisualizing Value 157\u003c\/p\u003e \u003cp\u003eCulture of Excellence 159\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 10 Critical Choice 9: What Do Our Measurements Say About Us? 163\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eActions, Not Perception 164\u003c\/p\u003e \u003cp\u003eMeasuring Success: The Customer Style 165\u003c\/p\u003e \u003cp\u003eMeasurement Guidelines 167\u003c\/p\u003e \u003cp\u003eIdentifying Business Drivers 167\u003c\/p\u003e \u003cp\u003eTrue Assets 169\u003c\/p\u003e \u003cp\u003eNurturing Rather Than Managing 170\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 11 Critical Choice 10: How Long Do We Milk Our Products? 173\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eConsistency Is Boring 174\u003c\/p\u003e \u003cp\u003eSuccess Breeds Complacency 175\u003c\/p\u003e \u003cp\u003eInnovation Compass: \"Wow Me Now\" 178\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 12 The Ultimate Choice: Customer Strategies—A Mutual Lifetime Commitment 183\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eStop Staring 183\u003c\/p\u003e \u003cp\u003eComplete View of a Successful Customer Strategy 186\u003c\/p\u003e \u003cp\u003eOrganizational Commitment 186\u003c\/p\u003e \u003cp\u003eChange the Rules through Amazing Experiences 187\u003c\/p\u003e \u003cp\u003eExperiences Build Defendable Market Leadership 188\u003c\/p\u003e \u003cp\u003eEmployees Experiences: The Customer Experience Enablers 189\u003c\/p\u003e \u003cp\u003eThe Never-Ending Date 190\u003c\/p\u003e \u003cp\u003eAppendix An Open Letter to the Smart Customer 193\u003c\/p\u003e \u003cp\u003eIndex 197\u003c\/p\u003e \u003cp\u003e\"This is a provocative, thoughtful guidebook for executives who are struggling with the complicated questions that surround today's sophisticated buyers.\" (\u003ci\u003eMonitor\u003c\/i\u003e, 3\/8\/06)\u003c\/p\u003e \u003cp\u003e“…clearly laid-out…frequent excellent diagrams to illustrate a point…” \u003ci\u003e(Media Week, 16th August 2005)\u003c\/i\u003e\u003c\/p\u003e \u003cb\u003eLior Arussy\u003c\/b\u003e is the founder and President of Strativity Group, Inc. (StativityGroup.com), which works with both Global 2000 companies as well as emerging businesses around the world. Prior to establishing Strativity Group, Arussy held executive positions at NICE Systems and Hewlett-Packard as well as various start-up companies. He is the author of several publications, including The Experience!: How to Wow Your Customers and Create a Passionate Workplace, as well as more than fifty articles in such international publications as Harvard Business Review. Arussy's syndicated column \"Focus: Customer\" reaches more than 350,000 readers worldwide every month. He also has a bimonthly column for \u003ci\u003eCRM\u003c\/i\u003e magazine, is the winner of the CRM Influential Leader 2003 award, and is the author of the course \"Developing and Executing Customer-centric Strategy\" (American Management Association).  Why, despite spending billions of dollars in customer relationship programs and other customer initiatives, do some companies still exhibit poor results in gaining and holding on to customers? Intentions and initiatives are common, but the harder task is living and executing them. Passionate and Profitable takes a critical stand on customer relationships and offers a new approach to help you build strong relationships that have customers returning again and again—for years to come!  \u003cp\u003eThere is not one company out there that doesn't claim to put their customers first, yet very few of them can demonstrate long-term success in forming strong, sustainable, and profitable relationships with customers. Passionate and Profitable details the critical decisions and trade-offs companies must make in order to focus their efforts on the customer. These choices are often tough but necessary to establish a relationship that goes beyond the occasional and accidental.\u003c\/p\u003e \u003cp\u003eBrimming with exercises that you can apply to your own business as well as case studies on companies who have built strong customer relationships, including American Express, Virgin Atlantic Airways, GE, Aveda, Paychex, and Disney, Passionate and Profitable covers such topics as:\u003c\/p\u003e \u003cul\u003e \u003cli\u003eWho Are We: Customer Pleasers or Efficiency Crunchers?\u003c\/li\u003e \u003cli\u003eWhat Is the Role of the Customer in Our Existence?\u003c\/li\u003e \u003cli\u003eWhat Defines Our Total Experience?\u003c\/li\u003e \u003cli\u003eWhat Customers Do We Neglect?\u003c\/li\u003e \u003cli\u003eWhat Kind of Relationships Do We Seek?\u003c\/li\u003e \u003cli\u003eHow Do We Change Ourselves to Avoid the Silo-Based Customer Trap?\u003c\/li\u003e \u003cli\u003eDo We Employ Functional Robots or Passionate Evangelists?\u003c\/li\u003e \u003cli\u003ePost-Sales Dialogue and Feedback, Do We Really Care?\u003c\/li\u003e \u003cli\u003eWhat Do Our Measurements Say About Us?\u003c\/li\u003e \u003cli\u003eHow Long Do We Milk Our Products?\u003c\/li\u003e \u003cli\u003eThe Ultimate Choice-Customer Strategies—A Mutual Lifetime Commitment\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eEmbrace the challenges set forth in Lior Arussy's Passionate and Profitable and reap the rewards of forging long-term relationships with your most valuable asset: your customers!\u003c\/p\u003e  \"Lior Arussy's new book is another great addition to his work on the theme of improving the customer experience to build lasting and profitable customer relationships. Recommended to both those working on corporate customer strategy and line managers. Strong practical advice from an industry visionary.\"\u003cbr\u003e —Michael Maoz Vice President and Research Fellow, Gartner Research  \u003cp\u003e\"This book isn't filled with easy shortcuts and feel-good platitudes. When you're ready to walk the walk, Lior's book is a fine place to start down that rarely followed, very profitable path.\"\u003cbr\u003e —Seth Godin author, Purple Cow and Free Prize Inside!\u003c\/p\u003e \u003cp\u003e\"Lior Arussy is a true customer advocate. This book is a must-read for anyone who knows that the only sustainable competitive advantage is to create a unique and meaningful customer experience.\"\u003cbr\u003e —Ginger Conlon Editor in Chief, CRM magazine\u003c\/p\u003e \u003cp\u003e\"This book provides a clear blueprint for successful customer relationships. It is a must-read for executives who are serious about pleasing their customers.\"\u003cbr\u003e —Guy Kawasaki author, The Art of the Start\u003c\/p\u003e \u003cp\u003e\"I've always said that education without execution is just entertainment—and Lior illustrates this beautifully in his book. It is important to learn how to implement a successful customer focus strategy and you need knowledge and process to do it well. Read this book and learn.\"\u003cbr\u003e —Tim Sanders author, Love Is the Killer App\u003c\/p\u003e \u003cp\u003e\"Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit.\"\u003cbr\u003e —Jerry Vass President, Vass Consulting Author, Soft Selling in a Hard World\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47989752758501,"sku":"NP9780471713920","price":31.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780471713920.jpg?v=1761785357","url":"https:\/\/k12savings.com\/es\/products\/passionate-and-profitable-isbn-9780471713920","provider":"K12savings","version":"1.0","type":"link"}