What Customers Hate
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What Customers Hate
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Author : Nicholas Webb
language : en
Publisher:
Release Date : 2021-05-21
What Customers Hate written by Nicholas Webb and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-05-21 with categories.
What Customers Hate
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Author : Nicholas Webb
language : en
Publisher: HarperCollins Leadership
Release Date : 2022-03-15
What Customers Hate written by Nicholas Webb and has been published by HarperCollins Leadership this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-03-15 with Business & Economics categories.
This book will teach you how to eliminate what customers hate and lead your market and customer satisfaction. Whether you’re selling to consumers or business-to-business (B2B), perfection in the marketplace does not exist. When making buying decisions, customers are faced with an array of imperfect choices. The best organizations in the world are not only delivering great customer experience, but they’re also taking steps to proactively avoid the things that customers hate. These companies have learned that if you can eliminate what customers hate, you will instantly become the best option in your market. No company, brand, or service enjoys 100 percent love. There will always be some degree of hate in the mix. Hate is a source of friction, and if there is too much friction, the process of moving products and services— regardless of their high quality—into the hands of customers will grind to a halt. What Customers Hate will show you how to avoid the common pitfalls that have damaged some of the best organizations, and best teams in the world, and how to change the philosophical view of customer experience so you can learn that customer experience is actually an innovation activity. This customer experience playbook will give you actionable takeaways that include: How to turn an upset customer into a customer for life, in five easy steps. Why “haters” will determine your organization’s growth and profitability. How to thrive in the “experience economy.” The importance of the five-touch journey mapping. The impact of hate-love personification. How to turn your customers into “Evangelists.” The power of: Attraction, Promotion, Retention, and Avoiding Deflection. The secrets of the best organizations in the world. This book is the product of many years of front-line work with some of the top brands in the world and their customers. Set aside the theories and concepts, this is the playbook you need. You’ll find that this approach will make it fast and easy to drive scalable growth, profitability, and most importantly, customer happiness.
Nincompoopery
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Author : John R. Brandt
language : en
Publisher: HarperCollins Leadership
Release Date : 2019-07-16
Nincompoopery written by John R. Brandt and has been published by HarperCollins Leadership this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-07-16 with Business & Economics categories.
CEO and award-winning business writer John R. Brandt offers concrete examples of how any organization can innovate in ways that delight customers and attract top-level talent. Nincompoopery--terrible customer service, idiotic business processes, and soul-crushing management practices--surrounds all of us. We lose time, patience, and profits as stuck-in-the-past organizations actively prevent us (and our customers) from getting the value we (and they) deserve. In Nincompoopery, Brandt leverages research across thousands of companies to show leaders how to find and kill the corporate stupidity that drives customers crazy. It usually starts by asking simple questions, such as: Why should our customers have to rekey their data multiple times to make a single purchase? Why are there four levels of approval just to order basic supplies? Why can’t we get qualified candidates for open positions, or provide new employees with decent training? In short: How did we become such nincompoops? And when will we stop? Brandt has worked with hundreds of companies to help them outwit competitors, and in this book, he shares his unique blueprint for success. Nincompoopery offers leaders the answers they need--and the profits they crave--with a scoop of humor on the side.
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!
Customers For Life
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Author : Carl Sewell
language : en
Publisher: Crown Currency
Release Date : 2009-07-01
Customers For Life written by Carl Sewell and has been published by Crown Currency this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-07-01 with Business & Economics categories.
In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.
10 Essentials For High Performance Quality In The 21st Century
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Author : Diomidis H. Stamatis
language : en
Publisher: CRC Press
Release Date : 2012-02-02
10 Essentials For High Performance Quality In The 21st Century written by Diomidis H. Stamatis and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-02-02 with Business & Economics categories.
As a society, we tend to reward problem solvers, rather than those who prevent problems at their source. In other words, we focus on after-the-fact occurrences (appraisal activities) instead of trying to eliminate these occurrences (preventing activities). Discussing and evaluating the core requirements of quality efficiency and improvement, 10 Essentials for High Performance Quality in the 21st Century proposes an approach to help shift the paradigm of quality from appraisal mode to preventing mode. Identifying 10 steps readers can follow to optimize the quality of products and improve customer satisfaction, the book explains the rationale behind each of the steps in separate chapters. It addresses specific quality issues in six different sectors of the economy and provides statistics, tables, and figures from various organizations that support the need for a paradigm shift. Outlining a systematic process to guide your organization along the path toward improvement, the book covers risk and quality, multicultural management, empowerment, error analysis, team building, advanced quality planning, and quality operating systems. The accompanying CD provides tips and tools to help you implement all the necessary improvement initiatives under the umbrella of quality.
I Hate People
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Author : Jonathan Littman
language : en
Publisher: Little, Brown
Release Date : 2009-06-10
I Hate People written by Jonathan Littman and has been published by Little, Brown this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-06-10 with Business & Economics categories.
Face it, whether your company has 10 employees or 10,000, you must grapple with people you can't stand in the office. Luckily Jonathan Littman and Marc Hershon have written I Hate People!, a smart, counter-intuitive, and irreverent turn on the classic workplace self-help book that will show you how to identify the Ten Least Wanted -- the people you hate -- while revealing the strategies to neutralize them. Learn to fly right by the "Stop Sign" (nay-sayer) and rise above the pronouncements of the "Know-it-None." I Hate People! will teach you how to carve out more time for yourself by becoming a "Soloist" -- one of those bold individuals daring to work alone or collaborate with a handful of other talented people....while artfully deflecting the rest.
Marketing Your Services
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Author : Rick Crandall
language : en
Publisher: McGraw Hill Professional
Release Date : 2003
Marketing Your Services written by Rick Crandall 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 2003 with Business & Economics categories.
To many people, marketing means personal selling or advertising, imposing oneself on others, and trying to get people to buy something they may not want. In this guide to marketing and building relationships with customers to achieve success, Rick Crandell debunks these myths.
Why We Hate You
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Author : Frank Lee
language : en
Publisher: FriesenPress
Release Date : 2016-02-05
Why We Hate You written by Frank Lee and has been published by FriesenPress this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-02-05 with Business & Economics categories.
Is the customer really always right? Heck no. For every friendly and polite customer, there's an entitled and cranky shopper waiting for the world to be handed to them on a platter. Unreasonable expectations and out of proportion reactions can beat a retailer down, and this makes it an unhappy buying experience for everyone. This book is a public service, aimed at making consumers better human beings, and helping employers create happy customers. Through it you will learn how to be a better shopper, how not to be a lousy employee, and maybe, just maybe, how not to be such a jackass to those around you.
Stop Advertising Start Branding
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Author : Marcus Osborne
language : en
Publisher: Troubador Publishing Ltd
Release Date : 2016-03-03
Stop Advertising Start Branding written by Marcus Osborne and has been published by Troubador Publishing Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-03-03 with Business & Economics categories.
‘A five-star triumph. This has to be SE Asia’s business book of the year.’ Kevin Boland, CEO, OHMM Pte Ltd, Singapore. Traditional advertising doesn’t work any more. Even Samsung, with a marketing budget of US$14 billion a year, is seeing profits plummet and smartphone sales decline sharply. The world has changed, and throwing money at the problem isn’t going to be the answer. For the global giants aiming to dominate SE Asia’s fast-growing markets, this is dreadful news. For the local and regional companies that are fighting to beat off the invaders, the end of the era of mass market advertising offers a wealth of new opportunities. What matters now, above everything, is building a strong, durable brand, based on great customer relationships. And the key to that is what you do, not how much you spend. Marcus Osborne demonstrates how many organisations can cut their marketing costs by up to 50 per cent yet still achieve better results: ‘Take your money,’ he says, ‘and put it back in the bank.’ He gives practical guidance on all the fine details, from retraining staff to deliver an unforgettable experience to collecting the right data and how to use Facebook and other tools to build a brand that will guarantee a profitable future. Written for CEOs and government servants keen to communicate more effectively with citizens, Stop Advertising Start Branding draws on Marcus’ vast experience in the region to show how SE Asian companies can use the new tools provided by the internet and social media to engage and win customers and keep those customers coming back to their brands. He demonstrates how many organisations can cut their marketing costs yet still achieve better, more measurable results. ‘An experienced understanding of what works and what doesn’t,’ Bobby McGill, Editor-in-Chief, Branding in Asia.