The 10 Demandments: Universal Truths for Success in the Age of the Customer

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9780071387392: The 10 Demandments: Universal Truths for Success in the Age of the Customer

Mooney led a team of analysts disguised as customers who spent thousands of dollars on merchandize, then scrutinized the goods, the services, the policies, the returns process and the overall customer experience. The results form the basis of this book. Each "demandment" is a call to action from consumers: "Earn my trust", "Put me in charge", "Inspire me" - and each opens with an overview of the meaning behind the "demandment", then explores real consumer experiences and concludes with a set of questions that help readers to assess their company's strengths and weaknesses in meeting these demands.

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Review:

"The 10 Demandments applies to every business that needs good customer relationships - and what business doesn't? Building a business model, securing capital, hiring talent, and developing a compelling offer is all for naught unless you have customers. To carry out a customer-centric strategy, every company needs a customer bible like The 10 Demandments to believe in and to execute against." - Guy Kawasaki, author of Rules for Revolutionaries

From the Publisher:

An informed and interactive roadmap to the hearts, minds, desires, and demands of the new consumer – a manifesto for becoming truly customer-centered, from the actual consumers’ perspective.

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Mooney, P.Kelly; Bergheim, Laura A.
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