How To Profitably Delight Your Customers
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How To Profitably Delight Your Customers
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Author : Hal Mather
language : en
Publisher: Routledge
Release Date : 2012-05-23
How To Profitably Delight Your Customers written by Hal Mather and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-05-23 with Business & Economics categories.
The majority of industries today are in a buyer's market. Huge increases in capacity worldwide have outstripped market demand. The only sure way to survival and profitability in this environment is serving customers well. Simply satisfying customers is not enough, it is necessary to exceed their expectations or, in the author's terms, delight them. Delighting customers erects a barrier to competitors, so it is difficult for other to steal them and also provides invaluable word-of-mouth promotion. This book focuses on what corporate managers especially in product design and sales and marketing departments, need to do to help a company profitably delight its customers. Hal Mather is president of Hal Mather, Inc in Amelia Island, FL., an international management consulting and education company. Since 1973, he has been helping all types of industrial concerns to improve their business planning and control. He is also author of 'Competitive Manufacturing - Second edition'.
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.
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.
Profitable Relations
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Author : Michael Zipursky
language : en
Publisher:
Release Date : 2011-05-03
Profitable Relations written by Michael Zipursky and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-05-03 with categories.
Profitable Relations is about how to delight your customers and increase your profits at the same time. It goes beyond the basic idea of customer service and the customer experience that most people talk about ⬦ by giving you examples, stories and action steps you can take to create stronger bonds with your customers and make more money along the way.Profitable Relations is based on years of research working with and consulting for companies in Asia, North America, Europe and the Middle East, on how to increase their businesses profits by using relationship building marketing techniques to create more long-term loyal customers by giving them what they really want.
The Customer Experience Edge Technology And Techniques For Delivering An Enduring Profitable And Positive Experience To Your Customers
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Author : Reza Soudagar
language : en
Publisher: McGraw Hill Professional
Release Date : 2011-10-28
The Customer Experience Edge Technology And Techniques For Delivering An Enduring Profitable And Positive Experience To Your Customers written by Reza Soudagar 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 2011-10-28 with Business & Economics categories.
“This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It’s more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You’ve spent way too much time reading this endorsement. Read the book instead. It’s so worth it.” —Paul Greenberg, author of CRM at the Speed of Light “To differentiate yourself and delight your customers, you must manage your customers’ experience with your goods or services, and your company. This invaluable book will show you why you must do this, and how to do it well.” —Henry Chesbrough, author of Open Innovation and Professor at the Haas School of Business, University of California Berkeley “Technology advances are raising the human expectation of what an experience with a company can and should be. Finally, a book has been written that combines behavioral psychological, micro-economic, and technological considerations defining the customer experience edge.” —Paul D’Alessandro, Partner, PricewaterhouseCoopers “As we move from Customer Experience 1.0 to Customer Experience 2.0, organizations and practitioners need a solid blueprint for success. Reza, Vinay, and Volker have created a clear and concise guide based on global best practices and proven principles. If you are ready to transform your organization, start by reading this book.” —Lior Arussy, President, Strativity Group, and author of Customer Experience Strategy “The Customer Experience Edge is an excellent book to gain insights on how to leverage customer experience as a competitive advantage. The case studies serve as recipes that can be added to, modified, or simply baked into business plans to improve or deliver an exceptional customer experience.” —Deb Dexter, Customer Service Director, Cardinal Health About the Book: Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail—the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back—and that sets you apart from the competition. You need to seize The Customer Experience Edge. Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, three innovators bring you practical and proven ways to create your customer experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks—foundational and disruptive technologies. These are the authors’ main fields of expertise, and these are what make the customer experience profitable. The Customer Experience Edge explains how to combine strategy, leadership, organizational change, and technology to: Develop products and services that are highly valued by customers Form bonds that keep clients from turning to competitors Transform customers into your best advocates It’s a new world of business, and customers are keenly aware that their loyalty is valuable currency. The Customer Experience Edge gives you a cost-effective, sustainable way to provide an unforgettable experience that builds loyalty and turns it into real, measurable profits.
Delighting Customers
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Author : P. Donovan
language : en
Publisher: Springer Science & Business Media
Release Date : 2012-12-06
Delighting Customers written by P. Donovan and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-12-06 with Business & Economics categories.
Our two organizations, Northern Telecom Europe Limited and Oracle Corporation UK Limited, share a number of things in common. Both are striving to become world class in markets where technology is moving fast and market change is moving even faster. Both are responding urgently to the challenge of meeting the current requirements - and anticipating the future needs - of customers at the international, national and local level. We both recognize that customer and employee satisfaction now rank with market share as measures for business success. We accept that there are clear links between delighted customers and profitability, customer loyalty and long-term survival. We are committed to achieving excellence, both as business partners and as employers. There is already strong co-operation between the growing number of professionals in this field as they work together and exchange experiences for benchmarking and best practice studies. In this spirit of collaboration, we have encouraged Peter Donovan and Timothy Samler to share some of our early experiences with our customer-driven programmes and to stimulate further debate. Their book provides a wealth of guidance for any organization that has set its sights on delighting its customers and becoming customer-driven. The ten step approach to delighting customers breaks new ground and offers a blueprint for others to follow. It exemplifies the practical approach that is taken throughout the book.
Love Thy Customer
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Author : Rick Brinkman
language : en
Publisher: McGraw-Hill Companies
Release Date : 2005-09
Love Thy Customer written by Rick Brinkman and has been published by McGraw-Hill Companies this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-09 with Business & Economics categories.
Two bestselling authors deliver proven tactics for exceptional customer service in today's consumer-driven market.
Value Based Marketing For Bottom Line Success
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Author : J. DeBonis
language : en
Publisher: McGraw-Hill
Release Date : 2002-12-12
Value Based Marketing For Bottom Line Success written by J. DeBonis and has been published by McGraw-Hill this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-12-12 with Business & Economics categories.
To be successful in today’s marketplace, a company must integrate its traditional business functions to provide superior value to targeted customers. This means creating an offering that echoes in the customers’ consciousness as a great deal for them. Why? Because the value provided serves customers best interests. In so doing, a business succeeds, attracts new customers, and is able to continually improve the value offered to existing customers. Value Based Marketing for Bottom Line Success provides a 5-step model and critical tools necessary for creating and managing a successful Value Delivery marketing strategy. Customers buy value, not product or features. They buy from the company that provides the most value. And they buy what’s in their best interest. Consequently, the secret to customer retention and growing value relationships with customers is to always make it in their best interest to do business with you by providing the best value in the marketplace. Value Based Marketing for Bottom Line Success: 5 Steps to Creating Competitive Value offers a Value Creation and Delivery process which will help a company to compete profitably in its marketplace by: 1) identifying the value expectations of target customers; 2) selecting the values on which it wants to compete; 3) analyzing the ability within the organization to deliver that value; 4) communicating the value & selling the value message; 5) delivering the value promised & improving the company’s value model. A value-focused strategy, by definition, isn’t a mass marketing strategy; it’s a targeted laser strategy directed at chosen value segments that are profitable for the supplier. This text offers a customer value creation model, which shows how to create and sustain competitive advantage while delivering customer value and offers a method for quantifying customer lifetime value (CLV), which enables a company to identify which customer value segments it should target.
Angel Customers Demon Customers
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Author : Larry Selden
language : en
Publisher: Penguin
Release Date : 2003-06-02
Angel Customers Demon Customers written by Larry Selden and has been published by Penguin this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-06-02 with Business & Economics categories.
One of the oldest myths in business is that every customer is a valuable customer. Even in the age of high-tech data collection, many businesses don't realize that some of their customers are deeply unprofitable, and that simply doing business with them is costing them money. In many places, it's typical that the top 20 percent of customers are generating almost all the profit while the bottom 20 percent are actually destroying value. Managers are missing tremendous opportunities if they are not aware which of their customers are truly profitable and which are not. According to Larry Selden and Geoff Colvin, there is a way to fix this problem: manage your business not as a collection of products and services but as a customer portfolio. Selden and Colvin show readers how to analyze customer data to understand how you can get the most out of your most critical customer segments. The authors reveal how some companies (such as Best Buy and Fidelity Investments) have already moved in this direction, and what customer-centric strategies are likely to become widespread in the coming years. For corporate leaders, middle managers, or small business owners, this book offers a breakthrough plan to delight their best customers and drive shareowner value.
Delighting Your Customers
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Author : Avril Owton MBE
language : en
Publisher: Bloomsbury Publishing
Release Date : 2011-09-19
Delighting Your Customers written by Avril Owton MBE and has been published by Bloomsbury Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-09-19 with Business & Economics categories.
The Business on a Shoestring series helps small business owners grow their business imaginatively, effectively and without spending a fortune. Aimed at entrepreneurs with plenty of vision and commitment but not a lot of cash, each book is packed with ideas that really work, real-life examples, step-by-step advice and sources of further information. Your relationship with your customers is probably one of the most important you'll ever have. No business can survive without them, but reaching customers in the first place is a big challenge for small companies. This revised edition offers invaluable advice on: Understanding your customers, Asking for feedback... and learning from it, Creating a customer service strategy, Hiring the right people, Setting up and implementing complaint processes, Adding a personal touch. Being creative...But making sure you can deliver and Learning from your competitors. '...brimming with customer service delights, covering everything from understanding your customers' expectations to handling their complaints.' Management Today