CAIRO BOOKS's Description
Whether you are a global Fortune 500 organization or a small business Managing
Customers Through Economic Cycles show you how to optimize your business's
sales and marketing approaches specific to survive and thrive in each economic
cycle and transition.
"The business case for continuing to invest in service and innovation can be
compromised by an economic downturn. McKean clearly lays out the case for
weathering the economic storm by achieving a careful balance of investment in
the areas that truly matter – and continually using data to reinforce the idea
that business can be more science than art, after all."
— Barbara Higgins, Vice-President, Worldwide Contact Centers, United Airlines
"John McKean's work has served as practical guide for me and my teammates. I
have seen countless examples of businesses managing their customers’ experience
with a short term economic view. If the right principles are employed
consistently, as John teaches us, we can create the right emotional experience
that delivers growth and loyalty – as well as the improved operating leverage –
that are needed in good times and in tough times. Consistency of values and
experiences keeps companies from having to be reactionary and short sighted in
a down economy. Thanks, John, for another practical lesson."
— John Quinn, former Customer Service and Support Executive, Bank of America
"In good times and bad, forecasting where business is headed is both art and
science. As John McKean so eloquently states, marrying data driven analytics
with consumer insight is critical for managing through tough economic cycles.
This book is a must read for anyone intent on driving greater profitability and
consistently out-behaving the competition."
— Joni Newkirk, CEO, Integrated Insight, Inc., former SVP, Business Insight &
Improvement, Walt Disney Parks & Resorts
"John McKean continues his pursuit of the profitable customer through the
turbulent world of boom and bust. His book provides valuable insights into how
businesses survive and thrive in a volatile economic climate."
— Trevor Dukes, Business Systems, WH Smith
"The rise of customer power coupled with challenging economic conditions
demand that organizations leverage the power of the Internet and related
technologies to stay relevant to their customers. As John McKean points out in
his compelling new book, successful firms have built a core competency in
leveraging information technology not only to survive economic transitions but
thrive in an ever-changing economy."
— Erik Brynjolfsson, Professor, MIT Sloan School and co-author of Wired for
Innovation: How Information Technology is Reshaping the Economy
"It would be hard to name a more relevant or timely topic for sales and
marketing today than that of how to cope with economic downturns and upturns,
and this is exactly the subject John McKean has insightfully tackled head-on in
Managing Customers Through Economic Cycles."
— Don Peppers and Martha Rogers, Ph.D., Peppers & Rogers Group