From the mouths of customers: what they want, how they want it, and what they'll do if they don't get it There's no way around it. Executives, managers, and strategic thinkers around the globe are grappling with how to transform their organizations from product or service orientation to being customer driven. The 10 Demandments presents an informed and interactive road map that takes readers directly to the hearts, minds, desires, and demands of the new customer, whether it is the end consumer or a business-to-business relationship. In this customer-centric manifesto, customer experience guru Kelly Mooney scrutinizes the total customer experience. "Earn My Trust" . . . "Put Me in Charge" . . . "Inspire Me" . . . Each resulting demandment is a call to action from customersa call that is answered by the book's strategic insights, anecdotes, and action plans.

The Ten Demandments: Rules to Live by in the Age of the Demanding Customer

Business & Money

Kelly Mooney

Laura Bergheim

Management & Leadership

McGraw=Hill

"To carry out a customer-centric strategy, every company needs a customer bible like The Ten Demandments to believe in and to execute against." --Guy Kawasaki, CEO, Garage Technology Ventures The Ten Demandments presents an informed and interactive road map that takes readers directly to the hearts, minds, desires, and demands of the new customer, whether it is the end consumer or a business-to-business relationship. Customer experience guru Kelly Mooney scrutinizes the total customer experience with strategic insights, anecdotes, and action plans.

The Ten Demandments: Rules to Live By in the Age of the Demanding Customer

Processes & Infrastructure

Open Brand: When Push Comes to Pull in a Web-Made World, The

Nita Rollins

New Riders

Many of the best brands today are of geek pedigree, powered by the technologies, traits and trends of the ascendant digital channel. Amidst the decline of mass marketing, push marketing tactics have been superseded by new forms of influence. These include the creating, sharing and influencing behaviors of an online population no longer content merely to consume, and the potent pairing of digital notoriety and network effects, which has given rise to the icitizenry. From these sociocultural forces emerges a radical business imperative: to open up to consumer involvement in a brand's messages and offerings. Published under Peachpit's New Riders imprint in partnership with AIGA Design Press, The O pen Bran d illuminates both the risks and immense rewards of doing so, and describes the essential consumer experiences that are requisite for cultural relevance—On-demand, Personal, Engaging, and Networked experiences, representing the chief values of the web-made world.

The Open Brand: When Push Comes to Pull in a Web-Made World

Marketing & Sales

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Books by Kelly Mooney