Memorable Customer Experiences
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Memorable Customer Experiences
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Author : Joëlle Vanhamme
language : en
Publisher: CRC Press
Release Date : 2016-04-22
Memorable Customer Experiences written by Joëlle Vanhamme and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-04-22 with Business & Economics categories.
Experiential marketing - or memorable customer experiences - is proving a popular tool amongst businesses seeking to make an impact in a competitive world. Yet the scramble to achieve a presence among experience providers has led many companies to design and implement experiential marketing without integrating it with their overall marketing strategy. These companies often end up dissatisfying their customers rather than delighting them. This research anthology investigates different angles of experiential marketing. The 16 chapters are organised in six sections. The first section considers whether memorable customer experiences result from the use of traditional marketing practices, perhaps implemented more effectively than previously, or require entirely new practices with new foundations that turn companies into experience providers. Section two details ways businesses seek to build brands through putting experiential marketing into practice, while section three asks whether there are general principles that can be applied to the design of customer experiences which ensure successful outcomes whatever market you may operate in. Section four examines how companies manage their customer experiences once they have made the strategic decision to provide them, and section five looks at methods available to evaluate the success of these customer experiences. 'Experiential marketing changes everything!' claim the management gurus, but is it really so significant that not joining this race is dangerous? The last section of the book offers a much needed critique of experiential marketing.
Memorable Customer Experiences
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Author : Adam Lindgreen
language : en
Publisher: Gower Publishing Company, Limited
Release Date : 2009
Memorable Customer Experiences written by Adam Lindgreen and has been published by Gower Publishing Company, Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Business & Economics categories.
Experiential marketing changes everything! claim the management gurus, but is it really so significant that not joining this race is dangerous? This research anthology investigates different angles of experiential marketing, providing a comprehensive collection of cutting-edge theories and research delivered by companies and experienced by customers.
Create Memorable Customer Experiences
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Author : Kristin Riger
language : en
Publisher:
Release Date : 2014-11-21
Create Memorable Customer Experiences written by Kristin Riger and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-11-21 with categories.
Mastering The Sales Recipe
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Author : Mark Eggerding
language : en
Publisher:
Release Date : 2020-08-07
Mastering The Sales Recipe written by Mark Eggerding and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-08-07 with categories.
Food and life, food and selling-you can't have either without the other. Do you want to know how the lessons from cooking and food in history can inspire you to simply and easily turn a prospect into a customer, and a customer to a loyalist, and ultimately create memorable customer experiences? Mastering the Sales Recipe: Creating Memorable Customer Experiences and Sales Success is designed for anyone who has been selling professionally for a week, a year, or a lifetime. The seven ingredients in this book layout the right recipe for sales success in quick anecdotal stories and sales lessons. The book concludes with a 30-day workbook which is the perfect ingredient for mastering your sales recipe. Ultimately, this is more than a sales book. It is a proclamation on how the techniques of selling can be enlivened and enriched with a fresh point of view borrowed from the world of the professional kitchen. The author: From an early age, I've loved both cooking and selling. They don't sound like they belong together, but for me these two passions have always been intertwined. My grandmother tells the story that I started my culinary career by pointing to the pots on the stove and demanding to be lifted up to see what was inside them. I was two years old at the time. When I was six, I won my first sales contest selling Christmas cards. Already, I was hooked on both cooking and selling. Growing up, I alternated career paths between selling things-newspapers, light bulbs, candy bars-and cooking things. Of my two competing interests, I had focused on a career in cooking first, but then one day, I made a shift back to selling. I was talking to a salesperson from John Sexton & Company. They were purveyors of fine foods, teas and coffee, beginning in 1883, and they had grown to be the leader in their field. Not long afterward, I left the kitchen to join John Sexton & Company (which later became US Foods) to pursue a career in selling the most important product in the world: food.Immediately, I discovered that the perfectionism I learned in the kitchen was equally important in sales. As a chef, when you are in the weeds on a busy Saturday night with tickets all over the board, you get in a mental zone and rely on your instincts and repetition of preparation to get you through it all. Every plate has to be perfect and every day needs to be better than the one before. Constant improvement has to be a chef's mantra; otherwise, he goes stale and collapses under the pressure of the kitchen. In sales, you are constantly striving to get better, too-not only to work harder every day-but to work smarter every day. A sales call or prospect meeting needs to be a mosaic of creativity, simplicity, determination, repetition, and perfection.I was inspired to write this book because my entire life I have been in one field or the other, cooking or selling, and I have learned that their recipes for high accomplishment are similar. Everything for both is always in motion, serving, prospecting, pitching, cooking, challenging, and creating. Food and sales are both about creating memorable experiences for the customer. Chefs and salespeople have much in common. They are both in the hospitality business. They both should be passionate, energetic, creative, competitive. To be successful, they both should love people.Both food and selling embody my personal philosophy: "I love to serve." This is my declaration and inspiration-a rallying cry for us sales professionals and foodies at heart across the country.
What Customers Crave
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Author : Nicholas Webb
language : en
Publisher: AMACOM
Release Date : 2016-10-12
What Customers Crave written by Nicholas Webb and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-10-12 with Business & Economics categories.
Think you know your customers? You better be more assured than just thinking you do, because your success depends on it! The best companies in the world first research exhaustively what their customers desire, and then they deliver it in memorable and deeply human experiences--resulting in success previously believed to be unachievable. So once again, how well do you know your customers?In a hyperconnected economy that is radically changing consumer expectations, this vital expectation for any successful business is not always easy. But in What Customers Crave, author and business strategist Nicholas Webb simplifies this critical task into being able to confidently answer two questions: What do your customers love? What do they hate?Jam-packed with tools and examples, this must-have resource helps businesses reinvent how they engage with customers (both physical and virtual). Learn how to:• Gain invaluable insights into who your customers are and what they care about• Use listening posts and Contact Point Innovation to refine customer types• Engineer experiences for each micromarket that are not only exceptional, but insanely relevant• Connect across the five most important touchpoints• Co-create with your customers• And more!It’s time to reinvent the ways you engage with your customers. Because when you learn to provide for them exactly what they want, they not only bring along their wallets but those belong to their friends as well!
More Is More
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Author : Blake Morgan
language : en
Publisher: Routledge
Release Date : 2017-04-21
More Is More written by Blake Morgan and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-04-21 with Business & Economics categories.
“Less is more” may be good advice for many efforts, but it is terrible advice when it comes to customer experience. Brands that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. Companies that embrace a “more is more” philosophy work harder and go further to ensure that their customers have a positive experience: they do this through customer-focused strategies and leadership, via operations, policies, and procedures that consider how the customer will fare in every scenario. Customer experience guru Blake Morgan walks you through the D.O.M.O.R.E. concepts that set businesses up for success by emphasizing the importance of relationships. Companies that do more: Design something special Offer a strong employee experience Modernize with technology Obsess over the customer Reward responsibility and accountability Embrace disruption and innovation More Is More offers practical advice for building or improving customer experience that you can apply immediately at your own organization. Time is of the essence: your customers are not willing to wait for you to get the customer experience right. Outlining the key areas you need to address immediately, More Is More will help you weather external changes, remain relevant, and thrive in today’s ever-changing business landscape.
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.
Delivering Fantastic Customer Experience
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Author : Daniel Lafrenière
language : en
Publisher: CRC Press
Release Date : 2019-11-04
Delivering Fantastic Customer Experience written by Daniel Lafrenière and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-11-04 with Business & Economics categories.
If you don’t offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could simply offer an "OK" experience and get away with it. In today’s hypercompetitive environment, companies can no longer be just B2C or B2B. They must become B2Me – more personal, more relevant. With customers having higher expectations and access to more information than ever before, companies must create stellar, frictionless, personalized, and memorable customer experiences, if they plan to stay in the game. In this book, you will learn: • What customer experience truly is. • How emotions can increase customer loyalty...or make customers ditch a brand. • Which behaviors and attitudes lose customers. • Ten easy, practical, and proven ways to immediately improve your customer experience. • What renowned companies do to offer the best customer experience. This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people, or installers. No matter what role you play, this book offers easy tips, recommendations, and examples to help improve customer experience, realistically, sustainably, and affordably.
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.
Customer Experience Unearthed
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Author : Julien Rio
language : en
Publisher: Julien Rio
Release Date : 2023-11-30
Customer Experience Unearthed written by Julien Rio and has been published by Julien Rio this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-11-30 with Business & Economics categories.
Have you ever paused to consider the Customer Experience from the consumer's viewpoint? It's easy to forget, while ensconced in professional roles, that we are also everyday customers navigating an array of experiences—both delightful and disheartening. This book invites you on a revelatory journey, seeing the world through the eyes of genuine customers. Eschewing complex journey mapping, we zero in on the authentic human experience. Featuring 40 powerful stories from the CX Therapy series, this guide uncovers frequent hiccups in customer journeys and arms you with practical solutions. An essential read for anyone committed to elevating simple transactions into memorable experiences. Why is this a book you should add to your shelf: At the heart of every successful business lies a deep understanding of its customers. Yet, in the fast-paced modern business world, professionals often become insulated from the genuine, ground-level experiences of their consumers. Here's why "Customer Experience Unearthed" is an indispensable read for anyone seeking to bridge this gap and truly comprehend the consumer journey: 1. Experience the Customer's Reality: This book doesn't just talk about Customer Experience from a corporate boardroom perspective. It dives deep into the world of the consumer. By reading, you'll step into the shoes of real customers and witness their highs and lows, enabling you to gain an authentic perspective of prevailing Customer Experience gaps. It serves as a poignant reminder that behind every feedback, complaint, or praise, there's a genuine human experience awaiting attention. 2. Concrete Strategies Over Theories: While there's no shortage of literature that discusses the importance of Customer Experience, few provide actionable, practical solutions grounded in real-world experiences. This guide, enriched with 40 relatable stories from the CX Therapy series, doesn't just highlight problems—it equips you with tangible strategies. 3. Connect the Dots for a Holistic Understanding: Every touchpoint in a customer's journey contributes to their overall experience. Recognizing this, the book provides an immersive exploration into various steps of the customer journey. Rather than being siloed, you'll see how these steps interlink, amplifying the importance of each in constructing an impeccable overall experience. By understanding the full spectrum, businesses and professionals can better anticipate customer needs and craft journeys that truly resonate. What experts say about it: Whether you're a jaded consumer seeking to understand why businesses fail you, a CEO with a desire to shift your company's perspective, or a CX professional looking for fresh ideas, this book is your go-to resource. Julien's Customer Experience Unearthed is exactly what the doctor ordered for anyone and everyone involved in creating customer experiences. Shep Hyken The stories that form the basis for Customer Experience Unearthed resonate with us all – bad customer experiences. The magic of Julien Rio’s telling of these too-familiar tales is in the tactics each chapter offers on how to correct the core issues that led to customer service failure. Whether you are a customer service manager, a product manager, a contact center agent or a senior executive, this book offers practical advice on how to create the customer happiness that each business strives to deliver. Sheila McGee-Smith We all, as consumers, want to be heard and understood. In fact empathy and proactivity have become key skills when it comes to having digital customer conversations - and they are also pillars of this book. Page after page, Julien provides vivid case examples of major customer experience hiccups and gaps with a constructive goal: showing where most pain points lie to help companies improve and remove them. That's why 'Customer Experience Unearthed' is more than just a book, it's an actionable guide for organizations willing to question themselves to improve. Paolo Fabrizio This book emerges as a crucial resource for Customer Experience professionals, emphasizing the underutilized force of storytelling. It does not merely preach the utility of storytelling; rather, it embodies it, illustrating its principles through clear, compelling narratives that resonate with professionals in the field. The author's expertise shines through as they offer not only an understanding of storytelling's power but also practical solutions and creative ideas to tackle the complex issues CX professionals face. This book is more than an instructional guide—it is an inspiration, encouraging the integration of storytelling into the CX toolkit to create impactful and memorable customer experiences. Michael Brandt The prose is sparkling, the articulation is clear and there's nuance in Julien's observations that respects the complexity of the CX field. A valuable, real-world listing of possible solutions that lifts the book above the realm of 'complain porn' and into one of use & value to the Reader. So if you have Customers – and have some level of interest in what they think or how they feel when they interact with you – then enjoy this book! Daniel Ord About the author: Julien Rio is the co-founder of CX Therapy, a vlog series launched in 2021 with Max Ball, that explores real-world customer experiences across various sectors. A Certified Customer Experience Professional (CCXP), Julien brings 15 years of marketing expertise from both Asia and Europe to his work.