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Delighting Customers

How to build a customer-driven organization

  • Peter Donovan
  • Timothy Samler

Table of contents

  1. Front Matter
    Pages i-xvi
  2. The key issues

    1. Front Matter
      Pages 1-1
    2. Peter Donovan, Timothy Samler
      Pages 3-11
    3. Peter Donovan, Timothy Samler
      Pages 13-25
    4. Peter Donovan, Timothy Samler
      Pages 27-35
  3. How to build a customer-driven organization

    1. Front Matter
      Pages 37-37
    2. Peter Donovan, Timothy Samler
      Pages 39-44
    3. Peter Donovan, Timothy Samler
      Pages 45-75
    4. Peter Donovan, Timothy Samler
      Pages 77-110
    5. Peter Donovan, Timothy Samler
      Pages 111-137
    6. Peter Donovan, Timothy Samler
      Pages 139-143
  4. The conclusions

    1. Front Matter
      Pages 145-145
    2. Peter Donovan, Timothy Samler
      Pages 147-151
  5. Back Matter
    Pages 153-243

About this book

Introduction

Our two organizations, Northern Telecom Europe Limited and Oracle Corporation UK Limited, share a number of things in common. Both are striving to become world class in markets where technology is moving fast and market change is moving even faster. Both are responding urgently to the challenge of meeting the current requirements - and anticipating the future needs - of customers at the international, national and local level. We both recognize that customer and employee satisfaction now rank with market share as measures for business success. We accept that there are clear links between delighted customers and profitability, customer loyalty and long-term survival. We are committed to achieving excellence, both as business partners and as employers. There is already strong co-operation between the growing number of professionals in this field as they work together and exchange experiences for benchmarking and best practice studies. In this spirit of collaboration, we have encouraged Peter Donovan and Timothy Samler to share some of our early experiences with our customer-driven programmes and to stimulate further debate. Their book provides a wealth of guidance for any organization that has set its sights on delighting its customers and becoming customer-driven. The ten step approach to delighting customers breaks new ground and offers a blueprint for others to follow. It exemplifies the practical approach that is taken throughout the book.

Keywords

Service communication customer satisfaction organization organizations planning

Authors and affiliations

  • Peter Donovan
    • 1
  • Timothy Samler
    • 2
  1. 1.Northern Telecom Europe Ltd.UK
  2. 2.Oracle Corporation UK Ltd.UK

Bibliographic information

  • DOI https://doi.org/10.1007/978-94-011-1206-2
  • Copyright Information Peter Donovan and Timothy Samler 1994
  • Publisher Name Springer, Dordrecht
  • eBook Packages Springer Book Archive
  • Print ISBN 978-94-010-4528-5
  • Online ISBN 978-94-011-1206-2
  • Buy this book on publisher's site
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