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We're Back...With Our 100th Newsletter
Where have we been? Our long-time subscribers have likely noticed a void
in their email box as we typically publish a newsletter edition every two
weeks, and the last edition was published on July 11. We are pleased to
report that the reason for this void is that 2006 has been a banner year
for Customer Centricity. As a result, we have been extremely busy. We've
added several new associates to serve an increasing number of clients
(click
here to view a partial list of clients). Thanks to each of you who
have spread the word about how we help organizations improve the customer
experience!
CCI's
Craig Bailey to Speak at AFSMI World Conference
Join Customer Centricity Founder and President Craig Bailey, in Orlando,
September 17 to 20, at the annual AFSMI World Conference, where he will be
speaking on "Becoming Customer Centric." This fast-paced and dynamic
seminar will provide a mix of strategies and practical techniques that you
can put into effect immediately to jumpstart your journey to becoming
customer-centric. In this seminar, you will learn the common
misconceptions of becoming customer-centric, the scope of the customer
experience, why it is important to become customer-centric, a case study
of a customer-centric firm, and a roadmap to follow on your journey to
becoming customer-centric. The time-proven strategies that will be covered
have assisted numerous firms in becoming customer-centric. Find out how
your firm can join the ranks of the truly customer-centric. Visit
http://www.afsmi.org/ to learn more.
Book Recommendation
The author of the best-seller
The 7 Habits of Highly Effective People does it again. Stephen R.
Covey's previous book helps individuals become extremely effective in both
their personal and professional lives, and is a "must read" in and of
itself. His latest book
The 8th Habit takes the individual to the next level (From
Effectiveness to Greatness) and shares cutting-edge insight that is
foundational to organizational transformation! In a nutshell, the book
clearly shows the way "to find our voice and inspire others to find
theirs."
On page 2 of his book Dr. Covey gets things started with the following…"I
frequently ask large audiences, 'How many agree that the vast majority of
the workforce in your organization possesses far more talent,
intelligence, capability and creativity than their present jobs require or
even allow?' The overwhelming majority of the people raise their hands,
and this is with groups all over the world. About the same percentage
acknowledge that they are under immense pressure to produce more for less.
People face a new and increasing expectation to produce more for less in a
terribly complex world, yet they are simply not allowed to use a
significant portion of their talents and intelligence."
Is this your organization? Be careful in how quickly you answer this
question…After working with numerous firms, our most common observation
can be stated as: "same stuff different logo." That is, company after
company we work with faces common challenges which can often be traced
back to a single root-cause: lack of alignment to common goals and
objectives. If every leader in industry were to pick up, read and APPLY
the principles in this book, then management consultants would be "out of
business."
The principles covered in this book for personal and organizational
leadership, when lived, unleash human potential and inspire deep
commitment and superior levels of service and satisfaction. I'd suggest
that this is a must-read for anyone who desires to be a truly great
leader!
In closing, rest assured, we'll always be here for those individuals and
organizations that don't take us up on the recommendation to read and
apply what is covered in
The 8th Habit.
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Contents
+ AFSMI World Conference
+ Book Recommendation
+ Recommended Reading
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Recommended Reading
This issue's
recommended reading is CRM Magazine article
Success Strategies for Leveraging Customer Intelligence
by Leslie Ament. In her article, Ms. Ament presents 7 strategies for
translating customer intelligence - the information you capture about your
customers - into business profits, through improved customer satisfaction
and retention, increased sales, reduced operating costs, and overall
stronger decision-making capabilities.
About Customer Centricity, Inc.
We strengthen overall company performance through
better service delivery and management.
We boost efficiencies in front-line customer service and technical support
teams, order processing, fulfillment, field service, logistics and other
key operations functions.
In short, we align the resources of your organization to exceed your
customers' expectations in the most effective and efficient manner
possible.
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