Anticipate: Knowing What Customers Need Before They Do

INDEX

A

ABC Inc. example

Acquire pivot point

in customer experience

in talent management cycle

Acquisition cost, definition

Action

answers to questions and

specialty manufacturing company example

standards of voice of the customer

Alignment

dimensions of

internal

internal and external brands

in talent management cycle

value creation mindset and

Amazon

Anticipate moments

Apple

Application segments

Ask, act, and align approach (Triple “A”s)

action

alignment

asking questions as obligation

as key element of Level III

Assessments

on-site

for potential for success

Attract pivot point

in customer experience

in talent management cycle

Awareness

B

Base profit, definition

Basic business model

Beijing 2008 Summer Olympic Games

Biannual surveys

Blind spots

Boeing Company

Brand, definition

Business-to-business collaboration

C

Capacity for change

assessing capacity and level of change

categories of change in

characteristics of

as element in customer focus framework

levels of change in

CFMM. See Customer Focus Maturity Model (CFMM)

Change

capacity for

driven by customer’s experience

role in strategy

Change management practices

as area in internal management system

defining customer focus

dual treatment in

internal communications and

one leader’s approach to change

role of customer focus point person in

for sake of customer’s experience

use of customer focus metrics in

Channel segments

Chief commercial officer

Chief marketing officer

Clarity

asking questions as obligation and

as performance driver ...