Enter your search into one or more of the boxes below:
You can refine your search by selecting from any of the options below:
Customers Inside, Customers Outside: Designing and Succeeding with Enterprise Customer-centricity Concepts, Practices, and Applications
Foyalty 70

Customers Inside, Customers Outside: Designing and Succeeding with Enterprise Customer-centricity Concepts, Practices, and Applications (Paperback)

Unavailable. Replaced by new version by new supplier.


Over the past several years, leading companies have entered a period of marketing and operational intersection and convergence. During this time, those of us who actively follow and consult with companies about trends in organizational development are witnessing significant changes, among which are multi-channel media application (and the resultant omni-channel application by consumers); more effective and pervasive customer data gathering, analysis and application; a stronger enterprise-wide focus on customers; and recognition by senior executives that a dedicated high level function, supported by a team and sufficient resources, is needed to lead and manage the customer experience. This book is an attempt to cover the most important developments in the business community, including customer and brand decision-making and influence; customer behavior measurement; big customer data; customer strategy and tactics and building outside" customers, that have led to this focus on the customer.

Customers Inside, Customers Outside: Designing and Succeeding with Enterprise Customer-Centricity traces the evolution of the Chief Customer Officer role; the importance of experience optimization, trust, and customer partnering in fostering customer-centricity; and the leveraging of service (including proactive complaint generation and resolution) and employee behavior to provide customers with a better service experience. In doing so, the financial foundation of the organization is strengthened.

BusinessBusiness & managementSales & marketingCustomer services Publisher: Business Expert Press Publication Date: 16/03/2014 ISBN-13: 9781606498965  Details: Type: Paperback Format: Books
Availability: Unavailable. Replaced by new version by new supplier.  

Michael W. Lowenstein PhD, CMC, Principal, Beyond Philosophy, a business consultancy specializing in the service experience.

More books by Michael W. Lowenstein

Leave Review


Delivery Options

All delivery times quoted are the average, and cannot be guaranteed. These should be added to the availability message time, to determine when the goods will arrive. During checkout we will give you a cumulative estimated date for delivery.

Location 1st Book Each additional book Average Delivery Time
UK Standard Delivery FREE FREE 3-5 Days
UK First Class £4.50 £1.00 1-2 Days
UK Courier £7.00 £1.00 1-2 Days
Western Europe** Courier £17.00 £3.00 2-3 Days
Western Europe** Airmail £5.00 £1.50 4-14 Days
USA / Canada Courier £20.00 £3.00 2-4 Days
USA / Canada Airmail £7.00 £3.00 4-14 Days
Rest of World Courier £22.50 £3.00 3-6 Days
Rest of World Airmail £8.00 £3.00 7-21 Days

** Includes Austria, Belgium, Denmark, France, Germany, Greece, Iceland, Irish Republic, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden and Switzerland.

Delivery Help & FAQs

Returns Information

If you are not completely satisfied with your purchase*, you may return it to us in its original condition with in 30 days of receiving your delivery or collection notification email for a refund. Except for damaged items or delivery issues the cost of return postage is borne by the buyer. Your statutory rights are not affected.

* For Exclusions and terms on damaged or delivery issues see Returns Help & FAQs

You might also like

The Science of Service: The Proven...
Mark Colgate
Business and Management Practices in...
Arijit Sikdar; Vijay Pereira
Marketing Wisdom
Kartikeya Kompella
Signature Experience: Art and Science...
Stefania Saviolo
© W&G Foyle Ltd
Foyles uses cookies to help ensure your experience on our site is the best possible. Click here if you’d like to find out more about the types of cookies we use.
Accept and Close