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Understanding markets and customers, designing products and services, marketing and selling, producing and delivering products and services, and providing customer service – these are among the main ideas presented by Robert Hiebeler, Thomas B. Kelly, Charles Ketteman in Best Practices: Building your Business with Customer-Focused Solutions .
And, as someone in the real estate industry, what does Sandeep Pantvaidya, Vice- President - Sales, Marketing & CRM of Chennai-based SPR & RG Constructions P Ltd, see in the book? “A perceptible difference in product and customer service are the key differentiators that will define the way business is done in the highly competitive world of property development, and this book gives a peep into the best practices being adopted by various brands across the globe to do just that,” says Sandeep.
“The book presents newer ways of approaching problems and bettering the ways of solving them. What I find interesting is that the solutions hold good for any industry and are easily replicable. The insights on companies such as Ritz Carlton, American Express, Holy Cross Hospital, and other 40 corporates covered in the book give a fantastic understanding on how brands are built by bringing in top-down focus on achieving excellence in customer-centric solutions.’
“One such interesting case study was on how a small ‘Comment Card’ introduced by Imre Szilagyi, President and CEO, Appalachian Wildwaters Inc in 1972, changed the culture of the entire organisation. As put aptly, the company moved from being a ‘guide-oriented company’ to a ‘customer-oriented’ one. My opinion is that the book gives insights for those who are looking at differentiating their brand through a customer-centric approach.”
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