Download or read book Delighted Customers Buy Again written by Jessica Marie Hicks and published by . This book was released on 2005 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Delight Your Customers written by Steve Curtin and published by AMACOM. This book was released on 2013-07-19 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book The Customer Delight Principle written by Timothy L. Keiningham and published by McGraw Hill Professional. This book was released on 2001 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Satisfaction is Worthless Customer Loyalty is Priceless written by Jeffrey H. Gitomer and published by Bard Press (TX). This book was released on 1998 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.
Download or read book Never Lose a Customer Again written by Joey Coleman and published by Penguin. This book was released on 2018-04-03 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.
Download or read book Marketing written by Gary Armstrong and published by Prentice Hall. This book was released on 2003-03 with total page 784 pages. Available in PDF, EPUB and Kindle. Book excerpt: Appropriate for students taking an introductory course in marketing at both the college and university levels. This text balances theory, applications, and pedagogy to provide an effective teaching and learning tool. The "Road to Marketing" aids help students learn, link, and apply important concepts.
Download or read book Why Satisfied Customers Defect written by Jones Staff and published by . This book was released on 1995-01-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book No Nonsense Marketing written by Victor H. Prushan and published by John Wiley & Sons. This book was released on 1997-04-25 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Vic Prushan does not just talk about how to give the customer more than is expected, he delivers. [No-Nonsense Marketing is] incisive and thought-provoking, yet hard-hitting and practical. I recommend this book highly to managers of all businesses, large and small." --Jack D. Lantz, President and CEO, Unitek Miyachi Corporation "Whether you have an MBA or learned about marketing from the school of hard knocks, Prushan's No-Nonsense Marketing will remind you of things you should not have forgotten and shows you things you wished you'd known." --Stewart A. Washburn, CMC, Consultant to Sales and Marketing Management "Prushan's book follows his own sound advice--to always give customers more than they expect! Readers will find this a trove of insights and inspiration for every aspect of business management. I recommend it highly." --Alexander Hiam, author of The Portable MBA in Marketing and The Vest-Pocket CEO and Professor in the Marketing Department at the University of Massachusetts, Amherst "This book is required reading for anyone who thinks they are a 'Street Fighter' in marketing. It's filled with great ideas that can help you build a stronger and more profitable customer base. Victor Prushan truly knows his stuff and freely shares it in this book." --Jeff Slutsky, author of Street Smart Marketing and The Toastmasters' Guide to Successful Speaking "Finally, a book of marketing principles that both reviews fundamentals long since forgotten and provides iconoclastic new concepts on gaining, keeping, and delighting your customers, all written with Vic Prushan's dry but sparkling humor! This will be required reading for every person in my company who interfaces with a customer!" -- Jeff Z. Amacker, President, Teledyne Controls
Download or read book Satisfied Customers Tell Three Friends Angry Customers Tell 3 000 written by Pete Blackshaw and published by Crown Currency. This book was released on 2008-07-08 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s Internet-driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls "consumer-generated media"—blogs, social networking pages, message boards, product review sites—even a single disgruntled customer can broadcast his complaints to an audience of millions. Blackshaw shows managers, marketers, and business leaders how to establish and maintain credibility for their brand by being authentic, listening and responding to customers, and forming relationships built on openness, transparency, and trust.Filled with stories based on his experience working with Fortune 500 brands such as Toyota, Dell, Nike, Sony, General Motors, Hershey, Unilever, Nestlé, Lexus, and Bank of America, Blackshaw offers a clear strategy to sustain a competitive advantage by creating enduring, loyal relationships with today’s consumer.
Download or read book The Saturn Difference written by Vicki Lenz and published by . This book was released on 1999-02-22 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: In an industry where the average customer loyalty rate hovers around 44 percent. Saturn excels at close to 60 percent - a tremendous accomplishment for a company to achieve in only eight years. What really is the Saturn difference? Why do their customers find the experience of doing business with them to be truly special? And - most important of all - how can your business follow in Saturn's footsteps? Marketing expert Vicki Lenz answers these questions as she explores how Saturn built its exceptional customer service reputation, using Saturn's successful methods to demonstrate how any company can create positive relationships with customers and turn one-time buyers into repeat-purchasing, loyal clients. You'll hear from dozens of enthusiastic Saturn customers explaining why they love dealing with Saturn and why they will return to buy again. Lenz explains in detail what the Saturn Corporation has done to foster such devotion, and how you can adapt their methods to your business.
Download or read book American Cookery written by and published by . This book was released on 1924 with total page 654 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Duroc Digest written by and published by . This book was released on 1922 with total page 560 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Marketing written by Gary M. Armstrong and published by Prentice Hall. This book was released on 2007 with total page 658 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do we get you moving? By placing you–the customer–in the driver’s seat. Marketing introduces the leading marketing thinking on how customer value is the driving force behind every marketing strategy. Fasten your seatbelt. Your learning journey starts here! www.prenhall.com/kotler
Download or read book Paul G Hoffman written by Alan R. Raucher and published by University Press of Kentucky. This book was released on 2021-10-21 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Having gained fame and success in business, Paul G. Hoffman went on to become involved in a wide range of public concerns. In this new and revealing biography Alan R. Raucher provides the first assessment of Hoffman's entire career, beginning with his rise to the presidency of Studebaker and his success in applying progressive management to lift it from bankruptcy to profitability. A firm believer in the automobile, Hoffman became known as a sales genius, as a promoter of the new human relations approach to labor management, and as the industry's apostle of automotive safety. Raucher follows the movement of Hoffman's career into the broad public arena. Having developed a reputation as a progressive industrial statesman, Hoffman was a logical choice in 1948 to become the first administrator of the Marshall Plan, a key position in which he used economic foreign aid primarily to rebuild Western Europe in order to contain the spread of Communism. As the Cold War continued he came to regard economic foreign aid as a necessary sacrifice and dismissed all suggestions that the U.S. actually gave away billions of dollars in order to promote its own prosperity. Hoffman became convinced that foreign aid could promote peace and prosperity, especially through economic development in the poorer countries. As the first president of the new Ford Foundation, as a confidant of President Eisenhower, and as a top official of the U.N. Secretariat from the late 1950s to the early 1970s, Hoffman continued to confront the problems of the emerging Third World in a career that sheds light on the rise of the powerful development establishment and on its attitudes and policies.
Download or read book Power Partnering written by Sean Gadman and published by Routledge. This book was released on 2012-08-21 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Power Partnering is a brilliant yet refreshingly simple approach that breaks innovative thinking and acting down into four distinct contexts, allowing people to respond to complex situations in highly creative and innovative ways. In the not too distant future, successful companies will be defined by their ability to manage their knowledge assets. Power partnering is one very important strategy for success. It avoids the pitfalls inherent in traditional approaches to running businesses, particularly those that emphasize 'power over and control of' people. This book is concerned with creating environments of interaction where co-workers, customers, suppliers and customers' customers interact in meaningful and creative ways. These environments promote new ways of thinking, insightful perspectives and fresh ideas.
Download or read book Consumer Satisfaction And Complaining Behaviour written by H.C. Purohit and published by Mittal Publications. This book was released on 2004 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Aims To Identity The Determinants Of Satisfaction And In Order To Test The Strength Of Relationship To Develop A Model Which Can Help Predict Satisfaction Behaviour At The Time Of Purchase. The Model Prepared Has Been Tested With The Help Of Logistic Regression. Five Chapters A Questionaire And A Useful Bibliography.
