BILL THOMAS is founder of Centric Performance, LLC, providing a strategic framework and practical tools to organizations committed to enhancing their customer focus and value chain partnerships. Thomas is the creator of the Customer Focus Maturity Model®, the first model to identify both the external and internal stages a company goes through, and techniques they use, to optimize the profitability of their customer/supplier relationships. Thomas has worked with dozens of organizations in their customer focus efforts and has designed and implemented long-term customer focus strategies and processes for many of them.JEFF TOBE is a Certified Speaking Professional who was chosen as "one of the top 15 speakers in North America" by readers of Meetings and Conventions magazine. As the founder of Coloring Outside the Lines, Tobe teaches organizations how to think more creatively when it comes to designing and implementing the ideal customer experience. He is a frequent guest on business radio shows and podcasts and has been seen on NBC, Fox News, and local stations across the country.

• CHAPTER 1 Strategy—Creating and Destroying Customer Value 1CHAPTER 2 Doing the Right Things for the Wrong Reasons 17CHAPTER 3 Not All Customers Are Good Customers 33CHAPTER 4 When Customers Speak—Who Hears Them? 45CHAPTER 5 Input Is Vital—But Involvement Multiplies the Value 59CHAPTER 6 It Takes Two to Be Engaged 77CHAPTER 7 Customer Focus Is a Process—Not an Event 101CHAPTER 8 Culture—The Soft Stuff Is the Hard Stuff 123CHAPTER 9 Managing Change, Performance, and Talent 151CHAPTER 10 Leveraging Your Culture and Value Chain 187Index 209

BILL THOMAS is founder of Centric Performance, LLC, providing a strategic framework and practical tools to organizations committed to enhancing their customer focus and value chain partnerships. Thomas is the creator of the Customer Focus Maturity Model®, the first model to identify both the external and internal stages a company goes through, and techniques they use, to optimize the profitability of their customer/supplier relationships. Thomas has worked with dozens of organizations in their customer focus efforts and has designed and implemented long-term customer focus strategies and processes for many of them.JEFF TOBE is a Certified Speaking Professional who was chosen as "one of the top 15 speakers in North America" by readers of Meetings and Conventions magazine. As the founder of Coloring Outside the Lines, Tobe teaches organizations how to think more creatively when it comes to designing and implementing the ideal customer experience. He is a frequent guest on business radio shows and podcasts and has been seen on NBC, Fox News, and local stations across the country.

• CHAPTER 1 Strategy—Creating and Destroying Customer Value 1CHAPTER 2 Doing the Right Things for the Wrong Reasons 17CHAPTER 3 Not All Customers Are Good Customers 33CHAPTER 4 When Customers Speak—Who Hears Them? 45CHAPTER 5 Input Is Vital—But Involvement Multiplies the Value 59CHAPTER 6 It Takes Two to Be Engaged 77CHAPTER 7 Customer Focus Is a Process—Not an Event 101CHAPTER 8 Culture—The Soft Stuff Is the Hard Stuff 123CHAPTER 9 Managing Change, Performance, and Talent 151CHAPTER 10 Leveraging Your Culture and Value Chain 187Index 209

BILL THOMAS is founder of Centric Performance, LLC, providing a strategic framework and practical tools to organizations committed to enhancing their customer focus and value chain partnerships. Thomas is the creator of the Customer Focus Maturity Model®, the first model to identify both the external and internal stages a company goes through, and techniques they use, to optimize the profitability of their customer/supplier relationships. Thomas has worked with dozens of organizations in their customer focus efforts and has designed and implemented long-term customer focus strategies and processes for many of them.JEFF TOBE is a Certified Speaking Professional who was chosen as "one of the top 15 speakers in North America" by readers of Meetings and Conventions magazine. As the founder of Coloring Outside the Lines, Tobe teaches organizations how to think more creatively when it comes to designing and implementing the ideal customer experience. He is a frequent guest on business radio shows and podcasts and has been seen on NBC, Fox News, and local stations across the country.

• CHAPTER 1 Strategy—Creating and Destroying Customer Value 1CHAPTER 2 Doing the Right Things for the Wrong Reasons 17CHAPTER 3 Not All Customers Are Good Customers 33CHAPTER 4 When Customers Speak—Who Hears Them? 45CHAPTER 5 Input Is Vital—But Involvement Multiplies the Value 59CHAPTER 6 It Takes Two to Be Engaged 77CHAPTER 7 Customer Focus Is a Process—Not an Event 101CHAPTER 8 Culture—The Soft Stuff Is the Hard Stuff 123CHAPTER 9 Managing Change, Performance, and Talent 151CHAPTER 10 Leveraging Your Culture and Value Chain 187Index 209