Creating Customer Delight
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Delight Your Customers
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Author : Steve Curtin
language : en
Publisher: AMACOM
Release Date : 2013-07-19
Delight Your Customers written by Steve Curtin and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-07-19 with Business & Economics categories.
Discover the hidden ways to raise your organizations’ customer service experiences from ordinary to extraordinary. If you want to know how strong your company’s customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee’s highest priority, because when it’s not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as: Expressing genuine interest Offering sincere compliments Sharing unique knowledge Conveying authentic enthusiasm Providing pleasant surprises Delivering service heroics when needed Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn’t you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.
Creating Customer Delight
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Author : Rakesh Seth
language : en
Publisher: SAGE
Release Date : 2005-07-22
Creating Customer Delight written by Rakesh Seth and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-07-22 with Business & Economics categories.
`A truly insightful book laced with numerous examples... The host of practical insights, meticulously documented, will resonate very well and should push one to soul search on the way on is handling one's customers' - Lloyd Mathias, Executive Vice President - Marketing, Pepsi Cola India `Began browsing... and felt like a CRM guru by the end of the day! Unputdownable!' - Amrit Kiran Singh, VP and Area Director, Brown Forman Eurasia and Africa Written in an accessible and user-friendly style this book discusses the beginnings of customer relationship management (CRM) using India as an example of an expanding `customer care' service provider and analyzes the growing need for better customer understanding to build successful enterprises. It focuses on an integrated approach to CRM and the tools required for practising it, including: database management; call centres; customer relationship management technologies; and soft skills/communication.
Uplifting Service
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Author : Ron Kaufman
language : en
Publisher:
Release Date : 2012
Uplifting Service written by Ron Kaufman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Business & Economics categories.
Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.
The Effortless Experience
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Author : Matthew Dixon
language : en
Publisher: Penguin
Release Date : 2013-09-12
The Effortless Experience written by Matthew Dixon and has been published by Penguin this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-09-12 with Business & Economics categories.
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
The Customer Delight Principle
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Author : Timothy L. Keiningham
language : en
Publisher: McGraw Hill Professional
Release Date : 2001
The Customer Delight Principle written by Timothy L. Keiningham and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
This text shows how customer "delight" not just customer satisfaction drives repeat purchasing and customer loyalty. It shows how to monitor customer delight against revenue, investment, resources and benchmark results. The book also has case studies to show how to keep up customer delight.
Active Thinking Customer Delight Guide
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Author : Chris Thomason
language : en
Publisher: CreateSpace
Release Date : 2015-01-27
Active Thinking Customer Delight Guide written by Chris Thomason and has been published by CreateSpace this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-01-27 with Self-Help categories.
Customers don't look forward to just being satisfied – they want to be delighted by the experience they get from you!The way business thinks about customers today needs to change. We need better thinking to identify new ways to create and deliver amazing customer experiences – and to measure the success and value of them.Active Thinking is a radically different approach to the conventional process of brainstorming. This workbook will guide you through the process of thinking more effectively about what really matters to your business – your customers. And how you can create experiences that will help you deliver true customer delight – and new opportunities for business growth.This project workbook contains a demonstration project, five blank team-thinking templates and five blank individual-thinking templates to help you delight your customers.
Building Great Customer Experiences
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Author : Colin Shaw
language : en
Publisher: Springer
Release Date : 2002-09-13
Building Great Customer Experiences written by Colin Shaw and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-09-13 with Business & Economics categories.
This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.
Exceptional Service Exceptional Profit
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Author : Leonardo Inghilleri
language : en
Publisher: AMACOM
Release Date : 2010-04-14
Exceptional Service Exceptional Profit written by Leonardo Inghilleri and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-04-14 with Business & Economics categories.
What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.
Creating Customer Delight
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Author : Rakesh Seth
language : en
Publisher:
Release Date : 2005
Creating Customer Delight written by Rakesh Seth and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Customer relations categories.
Managing Customer Value
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Author : Bradley Gale
language : en
Publisher: Simon and Schuster
Release Date : 2009-11-24
Managing Customer Value written by Bradley Gale and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-11-24 with Business & Economics categories.
Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.