Fish! Sticks: A Remarkable Way to Adapt to Changing Times by Stephen C. Lundin

By Stephen C. Lundin

A quick publication approximately switch in a medical institution environment. It used to be an okay e-book approximately how businesses have the desire to make and maintain switch and maintain the association clean. it's all approximately aiding and serving your buyer base. when you have learn this kind of books, you get the belief in the back of what's attempting to be interested in in maintaining excellence.

This is an okay booklet. it's a brief learn, and shouldn't take lengthy, and maybe you'll get a few principles on how one can use switch to facilitate excellence.

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Extra info for Fish! Sticks: A Remarkable Way to Adapt to Changing Times and Keep Your Work Fresh

Sample text

By this, we mean that the industrial concept of a product has defined the makeup of businesses, what they do, and how they conduct themselves. Product thinking focuses on the manufacture and sale of products and aims to do this as efficiently as possible. This applies not only to manufacturers but also to service sector companies where the product is intangible, like a mortgage or a gas supply. Product thinking focuses on defining a specific customer need and meeting it with a clearly defined and controlled thing.

This is important as it is how the lifecycle reflects the outside customer reality and not the processes and products of a company. Using this structure keeps your customer experience work true to the customer needs. Understanding Customer Trends A key use of a customer lifecycle is to understand how trends in markets or in customer behavior are affecting a sector of business. By mapping data to the lifecycle we can see patterns or variations. For example, if we map the behavior of customers, say a percentage of those who switch or churn against different demographics or segments, we can visualize these behaviors and see how they relate to customer value or numbers.

There are a number of reasons why it’s critical to continue to think about the customer’s experience, or story, during their use of a service. The first is that businesses often “switch off ” once customers purchase or sign up, and promptly neglect them—which leaves them to feel uncared for. Customer service is often thought of as a cost and something most businesses would rather not bother with. This leads to customer dissatisfaction and defection. The second reason is that customers change. During the life of their contract or relationship with your organization, changes in their situation may affect their needs—and unless you are able to respond to these shifting needs, your value to the customer will diminish.

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