A comprehensive, insightful and practical guide to transforming your customer value and costs of service. Great, you're in demand! You have a brilliant product, excellent services, and competitive pricing. But that only gets you a seat at the table. If you really want to stay ahead of the game and be in command of a modern, always-connected world, you need a winning digital customer experience strategy. In Demand, in Command is essential to anyone that considers the growth, allegiance, and advocacy of customers at lower operating costs as paramount. Increasingly, there is a need to stand out from the crowd and not be easily imitated by others. This book gives you immediate access to shrewd, insightful and comprehensible advice on customer strategy, digital optimisation and organisational transformation. Packed with thought-leading expertise, proven 'how to' techniques, and real-life experiences, it enables you to accelerate improvements in your customer insight, service performance, business margins and competitiveness. In Demand, in Command is as much about the people and processes that drive your desired business growth, as it is about digital technologies. Put simply - if you sell to, or serve the public in any shape or form, this book is a must for you.
Philip Grant is an independent business and operations management consultant specialising in helping companies serve their customers better, leaner, and smarter through digital optimisation and business transformation. Formerly, Philip was director of customer operations at the telecoms and media arm of Arthur D. Little - Contactica, and Head of Customer Relations (South East) at British Telecom (BT). Recently, Philip has specialised in the future business design of large-scale public sector organisational and IT digital transformation programmes. Focussing on improving clients' service effectiveness whilst meeting stringent central government business efficiency targets - the 'Digital by Default' agenda. Philip is previously the author of the internationally selling telecoms expert handbook 'Achieving Excellent Customer Relationships', published in 2002. For the majority of Philip's working life, he has been involved within the telecommunications, financial services, utilities and public sectors (over forty years and still counting!). These engagements have encompassed various senior customer operations leadership positions and complex enterprise-wide transformational programme delivery roles, with national and multi-national blue-chip service provider organisations, worldwide. These companies include household names such as British Telecom, IBM, American Express, Arthur D Little, Cisco Systems, and Nortel Networks. Philip's extensive client engagements have enabled him to transform a breadth and depth of customer contact management, service delivery operations, and change management initiatives in the UK, continental Europe, Asia-Pacific, southern Africa and North America. Underpinning all these client engagements is a natural passion for delivering superior customer experiences and service excellence. To augment Philip's extensive business transformation expertise, Tony Grant (MSc) came on board to impart his award-winning digital marketing expertise. Currently, he is head of global optimisation at Informa Middle East based in Dubai, UAE. Together, this father and son business partnership provides a compelling customer-experience management capability fit for a future-relevant digital age.
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Reviews
8 reviews
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A Customer Strategy Expert (review from Amazon)
From an author who has specialised in customer strategy and transformation at a practical level in operations and programmes across the world, over many decades - an accessible and astute book on digital customer insight, growth, interaction and allegiance.
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Mr Grant has worked extensively in multiple countries in Europe, Asia and Africa, dealing with both start ups and established companies, and he brings decades of successful front line customer operations management experience to these pages.
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I'm only part way through, but at this point, I can confidently say that ‘In Demand in Command’ provides an insightful perspective with regards to operating effectively within the digital space, expanding my view on the value of reinforcing good operational and business practise with a solid and considered customer centric approach. Behaviours I thought I already practised, but now recognise I could and should be doing more.
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I have known the Author for well over 20 years and count him as friend and colleague, as such I have seen this knowledge being implemented in companies internationally. He has taken hard earned real life successful expertise and made it available for all. A great update on what used to be a dark art!
One person found this helpful
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From an author who has specialised in customer strategy and transformation at a practical level in operations and programmes across the world, over many decades - an accessible and astute book on digital customer insight, growth, interaction and allegiance.
One person found this helpful
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Phil is an absolute expert at his game. This book delivers his knowledge in an easy to read, easy to implement way.
A certain for anyone who is serious about getting closer to their customers.
One person found this helpful
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I have known Phil for many years. The feedback I have received from his previous employers has been exceptional. Knowing Phil as I do this book will surely be a great success! Good luck with it Phil and I will recommend it to all my business contacts
Barry Norris
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A really good read, well thought through and some great techniques to use in any business, would highly recommend
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