Whether you are a global Fortune 500 organization or a small business Managing Customers Through Ecomic Cycles show you how to optimize your business's sales and marketing approaches specific to survive and thrive in each ecomic cycle and transition. The business case for continuing to invest in service and invation can be compromised by an ecomic downturn. McKean clearly lays out the case for weathering the ecomic 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 ecomic 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 ecomy. Thanks, John, for ather 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 ecomic 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 ecomic climate. - Trevor Dukes, Business Systems, WH Smith The rise of customer power coupled with challenging ecomic conditions demand that organizations leverage the power of the Internet and related techlogies 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 techlogy t only to survive ecomic transitions but thrive in an ever-changing ecomy. - Erik Brynjolfsson, Professor, MIT Sloan School and co-author of Wired for Invation: How Information Techlogy is Reshaping the Ecomy It would be hard to name a more relevant or timely topic for sales and marketing today than that of how to cope with ecomic downturns and upturns, and this is exactly the subject John McKean has insightfully tackled head-on in Managing Customers Through Ecomic Cycles. - Don Peppers and Martha Rogers, Ph.D., Peppers & Rogers Group
JOHN MCKEAN is the Executive Director of the Center for Information Based Competition, which provides thought-leadership and practitioner-level guidance to help businesses advance to a mastery level of customer information, interactions, and communities ranging from human-to-human to social media/mobile conversations - both as rational consumers and high-order intuitive people. He is frequently called on by the world's leading businesses to inspire new levels of customer awareness and effectiveness through fact-based insights and a passion for customer excellence. John McKean's real world customer work is balanced with the academic rigors of guest lecturing at MIT Sloan Graduate School and postgraduate work at Harvard University.