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Customer OrientationDefinition
Customer Orientation is demonstrating concern for satisfying one's external and/or internal customers.
Behaviors
An employee demonstrating this competency:
Importance of this Competency
BOOKS AND PUBLICATIONS Becoming a Customer-Focused Organization, by Craig Cochran. Chico, CA: Paton Press LLC, 2006. Customer Centered Growth: Five Proven Strategies for Building Competitive Advantage, by Richard Whiteley & Diane Hessan. New York, NY: Perseus Books Group, 1997. Customer Chemistry: How to Keep the Customers You Want-And Say "Good-Bye" to the Ones You Don't, by Mary Naylor & Susan Greco. New York, NY: McGraw-Hill, 2002. Customer Once, Client Forever: 12 Tools for Building Lifetime Business Relationships, by Richard A. Buckingham. New York, NY: Kiplinger Books, 2001. Customer Power: How to Grow Sales and Profits in a Customer-Driven Marketplace, by David C. Swaddling & Charles Miller. London, UK: Wellington Press Group, 2001. Delivering Knock Your Socks Off Service, by Performance Research Associates. New York, NY: AMACOM, 2006. Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service, by Richard S. Gallagher. New York, NY: AMACOM, 2006. Improving Customer Satisfaction, Loyalty, and Profit, by Michael D. Johnson & Anders Gustafsson. San Francisco, CA: Jossey-Bass, 2000. Relationship Marketing: Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention, by Thorsten Hennig-Thurau & Ursula Hansen. Berlin, GR: Springer-Verlag, 2000. Reorganize for Resilience: Putting Customers at the Center of Your Business, by Ranjay Gulati. Boston, MA: Harvard Business Press, 2010. Satisfaction: How Every Great Company Listens to the Voice of the Customer, by Chris Denove & James Power. New York, NY: Penguin Group, Inc., 2006. Service Magic: The Art of Amazing Your Customers, by Chip Bell & Ron Zemke. Chicago, IL: Dearborn Trade Publishing, 2003. The Customer Delight Principle: Exceeding Customers’ Expectations for Bottom-Line Success, by Timothy L. Keiningham & Terry Vavra. New York, NY: McGraw-Hill/Contemporary Books, 2001. WORKSHOPS & COURSES - PUBLIC, ONSITE, ONLINE LinkedIn Learning. Online courses. Customer Relationship Management. 25+ programs. Udemy. Customer Service Excellence: How to Win and Keep Customers. Two days classroom and online. American Management Association. Tel. 877 566-9441. Delivering Knock Your Socks Off Service. Self-study course. American Management Association. Tel. 800 250-5308. Leading Extraordinary Customer Service. Two days. American Management Association. Tel. 877 566-9441. ServiceSkills eLearning. Four series on customer relationship management. Tel. 800-882-0011. ADDITIONAL RESOURCES Back |