SHOW & CHAPTER 51: IMPLEMENTATION PLAN TO REVOLUTIONIZE CUSTOMER RELATIONSHIPS - WILLIAM EASTMAN

Well now, I am always proud of the work we do at IBGR, otherwise you wouldn't hear or see it. As we built today's show and implementation plan, the title of the show changed. 

If you build a data based relationship with core customers using these tools it will be a defining competitive advantage for your business - I promise.

The implications are beyond the insights and tools, it is about a new type of relationship where their success is yours.

EPISODE 249: The Core, The Essence of Customer Relationships - Data

• EPISODE 30: Quantitative Data
• EPISODE 31: Qualitative Data
• EPISODE 32: Building a Working Model
• EPISODE 50: The 5 Service Gaps

EPISODE 250: What Do Customers Really Expect?

• EPISODE 51: Gap 5 - Customer Experience
• EPISODE 52: GAP 5.1 (Reliability) and the 3 Expectations
• EPISODE 70: GAP 5.2 Recovery Starts With Policy
• EPISODE 71: GAP 5.2 Recovery Must Happen Immediately
• EPISODE 72: GAP 5.3 Fixing It for the Customer is Decision Making
• EPISODE 90: GAP 5.3 Access to Customer Knowledge
• EPISODE 91: GAP 5.4 Empathy (Sincerity – Value Their Business)
• EPISODE 92: GAP 5.3 Assurance (Competent and Empowered Personnel)

EPISODE 251: Understanding the Relationship

• EPISODE 106: What Does The Customer Data Tell You About The Relationships?
• EPISODE 107: How Does Your Core Competence Match Customers?
• EPISODE 108: Where & How to Start
• EPISODE 126: Your LCP Report
• EPISODE 127: Sharing the Cost Savings with the Customer
• EPISODE 128: Supporting Their Efforts to Achieve LCP
• EPISODE 146: Building a Data Based Customer System
• EPISODE 147: Mapping the Touchpoints
• EPISODE 148: Understanding Customer Expectations

EPISODE 252: Taking The Relationship To Another Level

• EPISODE 158: Customers Inside Agile Projects
• EPISODE 159: New Products & Services are Co-Developed
• EPISODE 160: Using Customers to Beta Test New Products & Services
• EPISODE 178: The Agile Project Cycle
• EPISODE 179: The Agile Tools
• EPISODE 180: The Agile Players
• EPISODE 210: Team Chartering Part 1 - Storyboarding the Why
• EPISODE 211: Team Chartering Part 2 - What & How
• EPISODE 212: Team Chartering Part 3 - Who & When
• EPISODE 230: The Numbers
• EPISODE 231: The Feelings
• EPISODE 232: Generalizing the Offer

How to apply today's show to your business:

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