The vast majority of American companies have little awareness or knowledge of how their organizations must change strategically to improve their customers' loyalty and assessment of value. As customers increasingly perceive a sameness of products and services among companies, an intense focus on customer retention and lifetime value will differentiate successful organizations from others. Lowenstein develops concepts and approaches that enable company executives, managers, and staff to create a dynamic, proactive corporate commitment to customer advocacy and loyalty.

Moving past previous how-to-do-it books on customers, Lowenstein identifies the abilities and processes by which companies can achieve the new paradigms related to customer loyalty.The Seven S Framework, a management concept developed by Tom Peters and Robert Waterman while at McKinsey and Company, is combined with the author's own Customer Loyalty Pyramid DEGREESDSM to form the basis of this new, invaluable work. The concepts are innovative, and the applications are real-world.

Over the past several years, leading companies have entered a period of marketing and operational intersection and convergence. During this time, those of us who actively follow and consult with companies about trends in organizational development are witnessing significant changes, among which are multi-channel media application (and the resultant omni-channel application by consumers); more effective and pervasive customer data gathering, analysis and application; a stronger enterprise-wide focus on customers; and recognition by senior executives that a dedicated high level function, supported by a team and sufficient resources, is needed to lead and manage the customer experience.This book is an attempt to cover the most important developments in the business community, including customer and brand decision-making and influence; customer behavior measurement; big customer data; customer strategy and tactics and building ~outside" customers, that have led to this focus on the customer. Customers Inside, Customers Outside: Designing and Succeeding with Enterprise Customer-Centricity traces the evolution of the Chief Customer Officer role; the importance of experience optimization, trust, and customer partnering in fostering customer-centricity; and the leveraging of service (including proactive complaint generation and resolution) and employee behavior to provide customers with a better service experience. In doing so, the financial foundation of the organization is strengthened