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The coming of a new century has introduced the convergence point for a new form of competition, one characterized by a new value chain - the 21st century value chain.
- In this wholly new paradigm, business will build success on customer success, rather than margin, marketing, hype, or the many other forms of market and business manipulation common in the old school way of business management.
- Times change, and the change underway now will result in a new breed of business - the hyper-competitive business - that will be a boon to the global economy, while also transforming our lives into a simpler and more fulfilling consumer experience.
- The delivery of success without exception will do far more than just drive business success across the globe; it will enhance the quality of all of our lives.
To achieve sustainable growth and profitability requires new thinking and new actions. Businesses must empower employees at all levels of the organization to act in direct alignment with strategy, where that strategy enables the meeting of customer expectations - without exception. There are a few companies that have done this, but the cost has been high and the challenge daunting. Now there is clear guidance on how to deliver success without exception in any organization of any size and in any market. Some will choose to adopt new techniques and achieve new levels of success in their business; others won’t.
Business success will be won by those who take innovative action to create customer success as a natural by-product of the activities of everyone in the organization. Strategy can no longer be implied in functional directives of the business; it must be explicit in the actions the people in the organization take to meet customer expectations on a daily basis.
(from Customer Expectation Management - Success without Exception)
Leave No Customer Behind
- Today, you unintentionally motivated 10% of your customers to reconsider their relationship with you (in favor of your competitors). Or was it 20%? Or 30%?
- Today, you worked hard to squeeze at least some margin out of an already squeezed value chain. But how much more is there to squeeze?
- Today, two foreign competitors (and one virtual) joined your already crowded market, stealing away part of your precious customer pool. Can you afford the loss (and cost)?
- Today, you did what you could to help your business succeed, but will it?
- Today, you missed the most important opportunity to leverage the one remaining strength of your business - because you didn’t know what it was. Will you miss it tomorrow?
But today can be different. Today you have Customer Expectation Management. Today you can learn:
- How to unlock the hidden power in your business that can transform your company into a hyper-competitive machine
- How to produce new revenue streams into your business without creating any new products or services
- How to maximize the real revenue potential of your customers as a by product that just "happens"
- How to drive actionable strategy down into every corner of your organization—without training, education or any other significant effort, and
- How to make your business successful — even in the face of the global competition "boom" looming on the horizon
To achieve business success requires successful execution on two new elements (along with one old one) of the new value chain...
Click to enlarge
... where Customers are at the heart of business success in the 21st century!
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 "The focus of Customer Expectation Management is great and much needed as smart customer interactions are the driving force for sustainable value creation."
—Freddie McMahon, CEO, Decisionality Ltd
 "For businesses today, operational profitability is no longer enough: business success is dependant on delivering successful customer outcomes that increase loyalty, and reduce turnover and the associated high costs of customer acquisition. Customer Expectation Management shows how customer expectations exist in every point of contact, driving the necessity for repeatable business processes that align a business with its customers’ success. A process-centric organization with that alignment as their goal can go beyond the mere efficiency gains of process improvement to proactively avoid failures – that is, any missed customer expectations – before they occur, and generate a high degree of customer loyalty."
—Sandy Kemsley, Principal, Kemsley Design and Author, Column2.com
 "Increasing globalization, trends towards decentralization and the emergence of new Internet technologies are forcing all public, pri-vate and social sector organizations into an Experience Economy in which your activities must be integrated with those of your cus-tomers via Human Interaction Management. If you are an executive seeking to help your organization win in such a new and challenging environment, this book will help you develop the culture change necessary to get started."
—Keith Harrison-Broninski, CTO, Role Modelers Ltd. and Author, Human Interactions: The Heart And Soul Of Business Process Management
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