The Customer Delight Principle
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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.
The Effortless Experience
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Author : Matthew Dixon
language : en
Publisher: Penguin UK
Release Date : 2013-09-12
The Effortless Experience written by Matthew Dixon and has been published by Penguin UK this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-09-12 with Business & Economics categories.
A new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger Sale 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 longstanding myths about sales. Now they've turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head. Companies devote untold time and resources trying to dazzle customers. Yet CEB's careful research proves that is wildly overrated: loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be. Forget bells and whistles and just solve your customer's problems. The Effortless Experience lays out the four pillars of a low-effort customer experience, with robust data, insights and profiles. Here are tools and templates you can start applying right away to improve service, reduce costs, 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. 'A business detective story, in which cherished truths are systematically investigated-and frequently debunked' -Dan Heath, coauthor of Decisive, Switch, and Made to Stick Matt Dixon is Executive Director of the Sales & Service Practice at CEB. He is a frequent contributor to the Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller. Nick Toman is Senior Director of Research for CEB's Sales & Services Practice and is a frequent contributor to the Harvard Business Review. Rick DeLisi is Senior Director of Advisory Services for CEB's Sales & Service Practice and a noted public speaker and facilitator.
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.
Customer Delight
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Author : Alain Guillemain
language : en
Publisher: Infinite Press
Release Date : 2012-06-29
Customer Delight written by Alain Guillemain and has been published by Infinite Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-06-29 with Business & Economics categories.
People have commented that Customer Delight sounds like a tasty treat, and indeed this book hits a sweet spot when it comes to business literature. Great care has been taken to ensure this book is engaging, informative and useful to those who run companies. Customer Delight yields gems of insight into the psychology of business success as well as practical advice on business strategy. It is a must-have for every market leader in an age of increasing competition and elevated customer expectations. The author, Alain Guillemain, is Principal Strategist at inexure, a strategy advisory firm catering to market leaders. He works closely with executives and company directors to set strategic goals and deliver outcomes. Alain's expertise spans financial services, mining services, real estate, recruitment, education, information technology, web and multimedia. Alain holds an MBA from the University of Newcastle and a Master of Commerce from Deakin University.
Woo Wow And Win
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Author : Thomas A. Stewart
language : en
Publisher: HarperCollins
Release Date : 2016-11-29
Woo Wow And Win written by Thomas A. Stewart and has been published by HarperCollins this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-11-29 with Business & Economics categories.
In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn’t enough to differentiate your business—it needs to be designed for service from the ground up. Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. Bestselling authors and business experts Thomas A. Stewart and Patricia O’Connell contend that most companies, both digital and brick-and-mortar, B2B or B2C; are not designed for service—to provide an experience that matches a customer’s expectations with every interaction and serves the company’s needs. When customers have more choices than ever before, study after study reveals that it’s the experience that makes the difference. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. Service Design is proactive—it is about delivering on your promise to customers in accordance with your strategy, not about acceding to customer dictates. Woo, Wow, and Win teaches you how to create "Ahhh" moments when the customer makes a positive judgment, and to avoid Ow" moments—when you lose a sale or worse, customer trust. Whether you’re giving a haircut, selling life insurance, or managing an office building, your customer is as much a part of your business as your employees are. Together, you and customers create a bank of trust; fueled by knowledge of each other’s skills and preferences. This is Customer Capital, the authors explain, and it is jointly owned. But it’s up to you to manage it profitably. Innovative yet grounded in real world examples, Woo, Wow, and Win is the key strategy for winning customers—and keeping them.
Customer Delight
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Author : B N Dastoor
language : en
Publisher:
Release Date : 2009
Customer Delight written by B N Dastoor and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Consumer satisfaction categories.
This excellent book by B.N. Dastoor very effectively introduces the reader to the art of delighting the customer. After all, in the global markets of today, you either delight the customer or disappear. Rajiv Vastupal President, Ahmedabad Management Association Today's marketplace is teeming with diversities. Customers differ in their education, occupation, perceptions, attitudes, lifestyles, preferences, expectations and opinions. And all of them do not want the marketer to "satisey" them. They demand that they must be "delighted". Customer's expectations keep on changing significantly and unpredictably. But even today, many marketers concentrate on 'selling-the product focus' instead of 'delight-the customer focus'.
Customer Satisfaction
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Author : Nigel Hill
language : en
Publisher: The Leadership Factor
Release Date : 2007
Customer Satisfaction written by Nigel Hill and has been published by The Leadership Factor this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with Consumer satisfaction categories.
This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.
Why Customers Come Back
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Author : Manzie R, Lawfer
language : en
Publisher: Red Wheel/Weiser
Release Date : 2003-11-17
Why Customers Come Back written by Manzie R, Lawfer and has been published by Red Wheel/Weiser this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-11-17 with Business & Economics categories.
Loyal customers are the most important asset of any company-more important than land, patents, equipment, or buildings. While finding new customers is often expensive, time-consuming, and ultimately unprofitable, retaining old customers is surprisingly easy and highly profitable. This book is not about slogans, banners, or promotions. It is about discovering and utilizing specific activities that will make your customers buy again and again...and tell the world why everyone else should buy from you too! Learning how to retain customers is important and profitable. Even a seemingly negligible increase in repeat business-just five percent-produces a whopping 60 percent increase in profits. The practical advice in Why Customers Come Back is based on the real buying habits of real customers. The five principles to follow are not brain surgery. Business people, entrepreneurs, corporate leaders, and front-line employees can understand, embrace, and implement them...right now.
The Reign Of The Customer
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Author : Claes Fornell
language : en
Publisher: Springer Nature
Release Date : 2020-03-27
The Reign Of The Customer written by Claes Fornell and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-03-27 with Business & Economics categories.
With major retailers closing brick-and-mortar stores every month and the continued shift to online shopping, there is a major push to strengthen customer loyalty by improving the customer experience. The two most important qualities that consumers look for are convenience and efficiency. Finally a source is available that will give retailers and companies in general the insight needed to enhance customer satisfaction while improving the overall shopping experience. This book uses the world-leading findings from the American Customer Satisfaction Index (ACSI) and its accompanying Global Customer Satisfaction Index (GCSI) – invaluable, incomparable sources of consumer insights and information, to inform best practices for improving the consumer experience, better satisfying customers, and achieving profitable customer loyalty today and into the rapidly changing future. This book will help us understand where we were, where we are today, and where we are heading tomorrow in providing exceptional customer experiences. It is a must-read for marketing professionals and customer-focused senior executives alike.
Customer Delight 365
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Author : Brian Monahan
language : en
Publisher:
Release Date : 2016-02-13
Customer Delight 365 written by Brian Monahan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-02-13 with categories.
Customer Delight 365, a book of wise quotations, personal insights and practical applications, was created after author Brian Monahan experienced a delightful hospitality-industry conference.Brian, who has served the hospitality industry for more than 20 years, shares his tremendous passion for creating memorable customer-service experiences for his clients.His aspiration is for businesses and customer-service professionals to join forces to create an inspired vision for customer service: Customer Delight."This book isn't just a collection of quotations. It's a collection of applications and implementations that you can read, examine and put into action," says Don the Idea Guy in the book's Foreword.The impact of this book is super-powered when you share the quotations and messages with your colleagues in the customer-service industry. Together, you will serve up Customer Delight!