Users not customers : who really determines the success of your business / Aaron Shapiro.
By: Shapiro, Aaron.Material type: BookCall no.: HF5415.5 .S527 2011Publication: London : Portfolio Penguin, 2011Description: 243 p. : ill.ISBN: 9780670920976; 0670920975.Subject(s): Customer relations | Consumer satisfaction | Information technology -- Management | Electronic commerce
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Includes bibliographical references and index.
Users first: if you're not thinking about users, you'll soon be out of business -- User-centric management: how to build a user-first mindset in your company -- Concentric organization: the secret to structuring a business that efficiently and effectively meets user needs -- Disposable technology: bring the strategy to life by constantly changing, revising, and throwing away software -- Higher-calling products: create digital services that make your products more valuable than ever -- Utility marketing: attract and engage users by giving, not taking -- TCPF sales: turn users into customers by addressing their four basic needs: trust, convenience, price, and fun -- Bilateral customer service: combine self-service and full-service to keep people coming back for more -- Making the shift: it's not too late to become a user-first organization.
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