Are You About to be Fired by Your Customers? Has your company struggled with a weak or declining market position? Do you fail to respond properly to customers? Take note - your customers may be on the verge of firing you! Powerful economic changes are shaping our world, but no change is more pervasive than the subtle shift in economic power from the producer to the customer. Companies that recognize this powershift and begin to create customer value will claim the competitive edge. Those who remain mired in complacency will not survive. Clean Up Your Act - Now. In this strategic and thought-provoking book, Earl Naumann reveals the key success factor for every business - manufacturing, service, or retail - is the ability to maximize customer value. Product quality alone is not enough. Customers must be integrated throughout a firm's decision-making process. And from that re-engineered corporate culture must flow three imperatives: product quality, service quality, and value-based pricing. Master those three and your power base will grow strong with loyal customers. Practical Help On The Path. So how do you lead your company down the new-found path toward customer value? Naumann paves the way with case studies from Baldrige Award winners such as Motorola, Xerox, and Solectron; examples drawn from other innovative firms such as Hewlett-Packard, Harris Corporation, and Toyota's Lexus division; application ideas at the end of every chapter to help you apply these creative concepts to your firm; a 100-point diagnostic questionnaire that helps you see how your firm stacks up against the Baldrige criteria; a 50-point diagnostic questionnaire to help you assess how well your suppliers are suited for partnering relationships; and a step-by-step discussion of how to design and implement a customer satisfaction measurement program.

Creating Customer Value: The Path to Sustainable Competitive Advantage

Business & Money

Naumann, Earl

Kordupieski, Raymond

Management & Leadership

South-Western Pub.

Customer Satisfaction Measurement and Management

Giel, Kathleen

Processes & Infrastructure

Asq Pr

Customer Centered Six Sigma provides readers with a fundamental, yet comprehensive, approach to thoroughly involving customer requirements into all aspects of your organization's business. This book offers a very basic understanding of the Six Sigma initiative, placing heavy emphasis on the consideration and implementation of customer input throughout the process. The authors present a high-level review of basic Six Sigma tools for gathering customer requirements, conducting customer satisfaction surveys, and managing organizational processes and opportunities based upon customer input. The entire book discusses the involvement and alignment of the customer with the organization's processes and culture. Each chapter's points are reinforced with case-studies which emphasize key lessons learned.

Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results

Hoisington, Steven H.

This attempt to explain love in terms of synapse and pheromone isn't quite fish or fowl; its flat prose speaks of the laboratory, while the romantic anecdotes interspersed throughout are more reminiscent of the greeting card industry. Meanwhile, pervasive spellchecker disasters (e.g., "discreet" for "discrete," "lightening" for "lightning") are distracting. Naumann a business consultant and marketing expert bases the bulk of the work on results from a survey of 1,500 Americans' attitudes toward love. Annotation c. Book News, Inc., Portland, OR (booknews.com)

Love at First Sight: The Stories and Science Behind Instant Attraction

Self-Help

Relationships

Casablanca Pr

Do you believe in love at first sight? If you're like some, you've only heard about love at first sight, perhaps dismissed it as cliche or mere emotional overload. But if you're among the lucky ones, you've experienced it -- within one hour of meeting someone, you felt strange and powerful feelings of love for him or her. Love at First Sight is the first book to deeply examine this remarkable human phenomenon. Author Earl Naumann conducted surveys and in-depth interviews with 1,500 individuals across America, of all ages, races, religions and backgrounds. His findings revealed a staggering statistic -- nearly half of his respondents had experienced love at first sight, but for different reasons and in dramatically different ways. Written in a personal, yet highly professional style, Love at First Sight also includes heartfelt love stories from survey respondents that reveal the soul behind the phenomenon -- an almost magical experience that leaves a lasting impression. Amazing Statistics to Make a Believer out of You: --Nearly two-thirds of the population believes in love at first sight --Of the believers, more than half have experienced it --55 percent of those who experienced love at first sight married the object of their affection --Three-quarters of those who married as a result of love at first sight have stayed married -- well over the national average!

Sourcebooks Casablanca

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