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 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 Spoil em Rotten written by Jane & Ted Coine and published by iUniverse. This book was released on 2007-03 with total page 150 pages. Available in PDF, EPUB and Kindle. Book excerpt: Companies spend incredible amounts of energy and treasure trying to bring new customers in the front door, only to watch them walk right out the back because they feel unimpressed, dissatisfied, or even insulted by the terrible service they receive. Spoil 'em Rotten, and close that back door! Keep every customer you ever earn by treating them so well, they'll fight to stay with you. Turn your delighted customers into your most powerful sales force, as they brag about how well you treat them to their friends, colleagues, even strangers on the street. When Candice is assigned to write a paper on one remarkable company, she chooses Walsh's Supermarkets-and its inspirational owner, Mr. Walsh, takes her under his wing to share sixty of his Best Practices and the compelling philosophy behind them. Written in an entertaining and easy-to-read style, Spoil 'em Rotten! is a must for anyone who ever interacts with the customer.

Download or read book The Reign of the Customer written by Claes Fornell and published by Springer Nature. This book was released on 2020-03-27 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Customer Delight written by B N Dastoor and published by . This book was released on 2009 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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'.

Download or read book Shedding Light on the Minds of Delighted Customers written by Stefanie Jirsak and published by . This book was released on 2018 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Customer Delight 365 written by Brian Monahan and published by . This book was released on 2016-02-13 with total page 422 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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!

Download or read book Customer Delight written by Alain Guillemain and published by Infinite Press. This book was released on 2012-06-29 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book The Customer is Key written by Milind M. Lele and published by . This book was released on 1987-11-12 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: Based on extensive research at a wide variety of companies. The authors show that management can take a more creative approach than only cost minimization to meet the competitve challenge.

Download or read book Making Customer Satisfaction Happen written by Roderick M. McNealy and published by . This book was released on 1998 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Woo Wow and Win written by Thomas A. Stewart and published by HarperCollins. This book was released on 2016-11-29 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Three Essays on Customer Delight written by Donald Clay Barnes and published by . This book was released on 2009 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Deciding on the appropriate level of customer service remains an important area of research. In the current service environment where competition is ubiquitous, the importance of identifying and retaining key customers is of paramount importance. As such, the concept of customer delight, which refers to a profoundly positive emotional state experienced by the customer, has developed. Unfortunately, much remains unknown regarding customer delight. In response to this dearth of research, the current study focuses on delight from multiple perspectives utilizing multiple methods. Thus, this dissertation adds to the emerging knowledge base of customer delight in three areas: first, assessing what delight represents to the employee; second, investigating its impact on the employee; and third, examining what delight represents to the customer. To gain this knowledge, three separate essays were written. A summary of each is below. In Essay 1 (Chapter 2), the goal was to gain an appreciation of delight from the employee's viewpoint. Through the use of a qualitative technique where critical incidents were content analyzed, several themes emerged. First, employees evaluate delight differently then customers. Second, employees experience elevated affective states after providing delight. Finally, employees seem to exhibit customer-oriented behaviors after a delightful encounter. With these key themes in mind, Essay 2 (Chapter 3) utilized structural equation modeling, which is a quantitative method that helps investigate relationships among variables. Findings indicated that employees did in fact experience elevated levels of affect, as well as commitment, satisfaction, and customer-oriented behaviors. After investigating the effects of delight on the employee, it was necessary to evaluate what exactly delights the customer. Utilizing the aforementioned qualitative method, Essay 3 (Chapter 4) provides several themes regarding the customer perspective: first, there are both cognitive and affective routes to delight; second, both the disconfirmation paradigm and the needs-based model are appropriate for understanding delight; and third, employee affect and effort are key drivers of delight. Taken together, the findings provide a more complete understanding of the focal construct, as well, as articulating specific behaviors that lead to perceptions of delight. Finally, this dissertation evaluates the important employee outcomes that result from providing delight.

Download or read book The Effect of Surprise on Customer Delight and the Role of Explanations for Managing Customer Expectations written by Min Gyung Kim and published by . This book was released on 2010 with total page 106 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Customer Satisfaction written by Nigel Hill and published by The Leadership Factor. This book was released on 2007 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Improving Customer Satisfaction Loyalty and Profit written by Michael David Johnson and published by Jossey-Bass. This book was released on 2000-08 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

Download or read book The Phenomenology of Customer Delight a Case Study of Product Evaluation written by and published by . This book was released on 2001 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This thesis presents a phenomenological case study of customer delight during product evaluation. The literature presents two existing 'theories' of customer delight. The first, from the field of Consumer Research, presents a cognitive model of post-purchase customer delight as the affective result of expectation disconfirmation. The second, from the Manufacturing literature, proposes that customers are delighted when products contain unexpected features or levels of qualities that exceed expectations. This research was motivated by the fact that our current understanding of this commercially important phenomenon is confined by expectation-based thinking. Furthermore, both streams of research have neglected to study the naturalistic occurrence of delight from the customer's perspective. The aim of this research was to generate an integrated understanding of the affective, behavioural, and cognitive nature of customer delight and its product basis. A case study methodology, incorporating interview, self-report and observational methods, was adopted to generate a triangulated understanding of productbased customer delight. The naturalistic product evaluations of 918 customers were observed and self-reported delight reactions were collected from 66 research participants. In total 414 customer delight reactions were analysed in detail. This approach aimed to generate new theory, rather than test the existing models, and this new integrative understanding of customer delight is the primary contribution of this thesis. A new model of product-based customer delight is presented, and the existing Manufacturing model is extended to incorporate the empirical findings of the case study. Whilst the findings of this research support concepts contained within the existing theories of customer delight, they also demonstrate their limitations. The cognitive and affective diversity of customer delight reactions, previously unaccounted for in the literature, was uncovered and five pr.

Download or read book High Value Low Cost written by Brian Plowman and published by Financial Times Management. This book was released on 1994 with total page 267 pages. Available in PDF, EPUB and Kindle. Book excerpt: BPM enables companies to meet new challenges on two fronts; the customer and the organization. This text shows how to determine the external factors which wil create market differentiation and develops the three ingredients which together build a differentiating customer proposition. It provides a two-step route map to change the internal capability to achieve corporate transformation.