Includes index.

Embrace the Customer Revolution and Thrive in the Customer Economy -- Customers Are in Control--They're Reshaping Businesses and Transforming Industries -- What Happened in the Music Industry Will Happen to You -- A Dozen Customer Demands that Will Change Your Business -- Surviving the E-Market Revolution -- Customer Relationships Count--The Value of Your Company Is Based Upon the Value of Your Present and Future Customer Relationships--Your Customer Franchise -- It's the Customer Economy: Leverage Your Customer Capital and Grow Your Customer Franchise -- Managing By and For Customer Value -- Customer Experience Matters--The Feelings Customers Have When They Interact with Your Brand Determine Their Loyalty -- The Saving Grace: Deliver a Great Total Customer Experience -- Egg, plc: Creating a Branded Experience from Scratch -- An Operational Framework--Measure Customer Value, Monitor Customer Experience, and Deliver a Great Total Customer Experience -- Implement a Customer Flight Deck and Take the Eight Steps to a Great Total Customer Experience -- The First Step: Create a Compelling Brand Personality -- Sunday Communications, Ltd: Creating a Brand and a Compelling Consistent Customer Experience -- The Second Step: Deliver a Seamless Customer Experience Across Channels and Touchpoints -- General Motors' Vauxhall Division: Managing the Customer Experience Across Channels and Touchpoints -- Snap-on, Incorporated: Taking the Branded Experience Online and Retaining Dealer Loyalty -- The Third Step: Care about Customers and Their Outcomes -- Charles Schwab: Sustain and Manage a Customer-centric Culture -- The Fourth Step: Measure What Matters to Customers -- Hewlett-Packard Company: Monitor Customers' Experience Across Channels and Touchpoints -- The Fifth Step: Hone Operational Excellence -- Tesco: Using Operational Excellence as a Competitive Advantage -- Timbuk2 Designs: Taking Mass Customization to the 'Net -- The Sixth Step: Value Customers' Time -- National Semiconductor: Using Customer Scenarios to Save Customers' Time and Cement Loyalty -- The Seventh Step: Place Customers' "DNA" at the Core -- Buzzsaw.com, Inc.: Evolving an E-Market with Customers' Building Projects at the Hub -- Medscape, Inc.: Making Patients' Digital Medical Records the Hub of Care -- The Eighth Step: Design to Morph -- Okobank Group: Moving from a Traditional Branch Banking Model to Pioneering in M-Commerce and Internet Portals -- W. W. Grainger, Inc.: From Industrial Supplies Middleman to E-Market Maker and E-Utilities Provider -- Conclusion: Flight Plans for the Customer Economy.

The author of "Customers.com" reports that we're in the midst of an economic transformation as fundamental as that of the Industrial Revolution: that customers are driving business. In her newest book, she offers strategies that are working for the smartest companies in the new "e-conomy", and that can work for every one of us as well.