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Tables of Contents for The Customer Delight Principle
Chapter/Section Title
Page #
Page Count
Preface
xi
Acknowledgments
xiii
Satisfaction Guaranteed
1
20
King of the Road
2
4
Roadkill
6
3
The Siren's Call
9
3
The Uncertainty Principle
12
1
An Implementation Problem
13
2
Not a Straight Line
15
2
Summary
17
4
Zone Defense: Pain, Satisfaction, and Delight
21
16
Can't Get No Satisfaction
22
7
The Impact of Competition
29
2
Satisfaction-Maintaining vs. Delight-Creating Attributes
31
2
Summary
33
4
Shaky Foundations
37
22
Smile Surveys
38
3
Lies, Damn Lies, and Statistics
41
3
Can't Get Real
44
1
Does This Mean Mean What I Think It Means?
45
6
What Is Significant?
51
3
The Problem with Numbers
54
3
Summary
57
2
Cracking the Code
59
26
Decoding Delight
60
2
Delight Progression Interface 1: Perceived Performance Leads to Customer Delight
62
10
Delight Progression Interface 2: Customer Satisfaction Leads to Customer Retention
72
6
Delight Progression Interface 3: Customer Retention Leads to Profitability
78
4
Summary
82
3
The Role of Employees
85
10
The Front Line
86
2
Employee Capability
88
2
Employee Productivity
90
1
Focus First on Customers
91
1
Summary
92
3
The New Business Reality
95
24
Waves of Change
96
1
The Productivity Turnaround
97
2
Redefining Quality
99
3
Thinking Positively
102
3
Managing Outside-In
105
4
Updating Our Marketing Strategies
109
2
A Return to Ethics
111
2
Modernizing the Marketing Plan
113
2
Summary
115
4
Voices of Experience
119
8
The Gap Between Desire and Reality
120
1
The Business Context
121
1
The Design Process
122
1
Learning from the Best
123
1
Summary
124
3
The Case of Roche Diagnostic Systems
127
16
The Challenge of Improvement
128
1
Establishing Measures
129
2
Establishing Benchmarks and Setting Goals
131
1
Preparing Roche for Change
132
1
First Steps
133
1
Amplifying the Voice of the Customer
134
2
A Process-Improvement Example
136
3
Did It Pay Off?
139
1
Summary
140
3
The Case of Toys ``R'' Us
143
10
New Game, New Rules
144
2
Fixing a Broken Toy
146
1
The Discoveries
147
2
Creating Delight
149
1
Did It Pay Off?
150
1
Summary
151
2
The Case of Mercedes-Benz USA
153
18
The Company
154
1
The Vision Starts
154
3
Creating a Customer-Focused Support Center
157
6
The Client Care Center
163
2
Responding to Client Feedback
165
2
Modeling the Relationship
167
1
Did It Pay Off?
167
2
Summary
169
2
The Delight Epiphany
171
8
The Dimensions of Success
171
4
Accountability
175
1
Scope
176
1
Creating Delight
176
1
Your First Steps
177
2
References
179
8
Index
187