Great Customer Connections

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Igniting Customer Connections

Author : Andrew Frawley
Publisher : John Wiley & Sons
ISBN 13 : 1118916700
Total Pages : 256 pages
Book Rating : 4.1/5 (189 download)

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Book Synopsis Igniting Customer Connections by : Andrew Frawley

Download or read book Igniting Customer Connections written by Andrew Frawley and published by John Wiley & Sons. This book was released on 2014-10-27 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: A new data-driven approach to building customer relationships that fuel sustainable business growth Igniting Customer Connections explores how organizations of all sizes can build powerful and profitable customer relationships in a today's increasingly complex, fast-paced, and fragmented marketplace. Written by the president of one of the world's largest marketing firms, the book provides expert insights about connecting with customers effectively across all channels and over time. The central premise is a refreshingly different, evidence-based approach called Return On Experience and Engagement, or ROE2, which delivers a new way to inspire and measure customer connections—and improve business results. The traditional marketing campaign—a battle for attention with a clear launch date and endpoint—no longer works. Marketing is faster and more complex than ever, and consumers now have the power to turn off the message. Igniting Customer Connections explores the benefits of a new approach that enables companies to connect with customers, rather than just talk at them. Topics include: Why classic ROI is losing relevance as a way to measure results—and to budget marketing spend How to make powerful connections by taking full advantage of "atomic moments of truth" Amplifying the impact of customer experience and engagement Creating a continuous, measurable, repeatable process for growth The key to winning customers and building long-term business is creating positive customer experiences that inspire ongoing engagement—from Facebook "likes" to purchase decisions. Based on data and stories drawn from dozens of top brands and thousands of consumers, Igniting Customer Connections helps marketers create long-term brand equity and sustainable business growth.

Customer Connections

Author : Robert Edwin Wayland
Publisher : Harvard Business Press
ISBN 13 : 9780875847993
Total Pages : 290 pages
Book Rating : 4.8/5 (479 download)

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Book Synopsis Customer Connections by : Robert Edwin Wayland

Download or read book Customer Connections written by Robert Edwin Wayland and published by Harvard Business Press. This book was released on 1997 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: Management consultants in highly successful separate firms, Wayland and Cole collaborate to offer a comprehensive system for putting customer relationships at the center of a business and give managers the tools for implementing customer-based strategies to improve profitability and growth.

The Science of Customer Connections

Author : Jim Karrh
Publisher :
ISBN 13 : 163265153X
Total Pages : 226 pages
Book Rating : 4.6/5 (326 download)

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Book Synopsis The Science of Customer Connections by : Jim Karrh

Download or read book The Science of Customer Connections written by Jim Karrh and published by . This book was released on 2019 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The vast majority of word-of-mouth happens offline, in everyday conversations. This book offers simple concepts plus practical guidance for individual professionals, teams, and complex organizations to be part of those conversations in ways that grow their business"--

Zingerman's Guide to Giving Great Service

Author : Ari Weinzweig
Publisher : Hyperion
ISBN 13 : 1401305075
Total Pages : 125 pages
Book Rating : 4.4/5 (13 download)

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Book Synopsis Zingerman's Guide to Giving Great Service by : Ari Weinzweig

Download or read book Zingerman's Guide to Giving Great Service written by Ari Weinzweig and published by Hyperion. This book was released on 2012-06-26 with total page 125 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entrepreneurial phenomenon Ari Weinzweig, co-founder of the much-loved Zingerman's Deli, shares the secrets to providing world-class customer service. Zingerman's in Ann Arbor, Michigan, is a beloved deli with some of the most loyal clientele around. It has been praised for its products and service in media outlets far and wide, including the New York Times, Men's Journal, Inc. Magazine, Esquire, Atlantic Monthly, USA Today, and Fast Company. And what started out as a small deli has grown to a flourishing restaurant, catering service, bakery, mail-order operation, creamery, and training business. Booming business and loyal customers are proof enough that the Zingerman's team knows a thing or two about customer service. Now in Zingerman's Guide to Giving Great Service, co-founder Ari Weinzweig shares the unique Zingerman method of treating customers, giving the reader step-by-step instructions on what to teach staff, how to train them, how to implement the training, how to measure their success, and finally, how to reward performance. Some of Zingerman's time-tested principles: Customers who get a great product but poor service won't be as loyal as those who are disappointed with a product but get great service. You'll get more complaints if people believe you care enough to listen to them. And that's a good thing. Employees who are rewarded, respected, and well cared for treat customers the same way.

Exceptional Service, Exceptional Profit

Author : Leonardo Inghilleri
Publisher : AMACOM
ISBN 13 : 0814415393
Total Pages : 190 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Exceptional Service, Exceptional Profit by : Leonardo Inghilleri

Download or read book Exceptional Service, Exceptional Profit written by Leonardo Inghilleri and published by AMACOM. This book was released on 2010-04-14 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.

Leadership for Great Customer Service

Author : Thom Mayer
Publisher : ACHE Management
ISBN 13 : 9781567936421
Total Pages : 0 pages
Book Rating : 4.9/5 (364 download)

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Book Synopsis Leadership for Great Customer Service by : Thom Mayer

Download or read book Leadership for Great Customer Service written by Thom Mayer and published by ACHE Management. This book was released on 2014 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Forewords by Chuck Lauer and Tom Peters The successful first edition of Leadership for Great Customer Service has become a definitive source for healthcare leaders seeking to transform their organizations' approach to elevating and sustaining service excellence. The authors have continued to be highly sought-after speakers on customer service in healthcare since the book's publication ten years ago and have consulted with more than 100 healthcare institutions in that time, adding to the content and case studies of this new edition. This thoroughly updated edition has been expanded to include practical applications and techniques that build on the well-recognized content of the first edition. This entertaining yet practical guide presents the authors' model for achieving customer service excellence in three parts: Framing the Customer Service Mandate: Address the "why" before the "how," and develop a greater understanding of your patients and their expectations. Survival Skills for Achieving Great Customer Service: Make the customer service diagnosis, negotiate and resolve expectations, and create "moments of truth" that drive customer experience. The A-Team Tool Kit: Explore the types of dialogue and behaviors displayed by A-Team versus B-Team members, coaching tips, the importance of scripts, and how to reward champions to leave a legacy for your organization. New to this edition are a highly pragmatic set of tools, known as "The A-Team Tool Kit," which spans ten chapters. The A-Team Tool Kit puts evidence-based applications, guidelines, techniques, and advice in your hands to achieve service excellence. Also provided in this edition is a summary of Survival Skills at the end of each chapter.

Great Customer Connections

Author : Richard S. Gallagher
Publisher : Amacom Books
ISBN 13 : 9780814473085
Total Pages : 262 pages
Book Rating : 4.4/5 (73 download)

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Book Synopsis Great Customer Connections by : Richard S. Gallagher

Download or read book Great Customer Connections written by Richard S. Gallagher and published by Amacom Books. This book was released on 2006 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: "To provide the ultimate in customer service, every member of the service team needs to turn customer interactions into "peak experiences." Filled with effective techniques that borrow from principles of psychology, Great Customer Connections presents a unique step-by-step program that lets you: connect with customer's individual personalities; use the "secret phrases" that make customers feel great; tell them anything without upsetting them; stop having to say "no" - permanently; and defuse any crisis and take command of each interaction - even with your most difficult and unclear customers."--BOOK JACKET.

Delight Your Customers

Author : Steve Curtin
Publisher : AMACOM
ISBN 13 : 0814432824
Total Pages : 200 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Delight Your Customers by : Steve Curtin

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.

Connected Strategy

Author : Nicolaj Siggelkow
Publisher : Harvard Business Press
ISBN 13 : 1633697010
Total Pages : 157 pages
Book Rating : 4.6/5 (336 download)

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Book Synopsis Connected Strategy by : Nicolaj Siggelkow

Download or read book Connected Strategy written by Nicolaj Siggelkow and published by Harvard Business Press. This book was released on 2019-04-30 with total page 157 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business Models for Transforming Customer Relationships What if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships--while simultaneously driving dramatic improvements in operational efficiency? What if you could break your existing trade-offs between superior customer experience and low cost? This is the promise of a connected strategy. New forms of connectivity--involving frequent, low-friction, customized interactions--mean that companies can now anticipate customer needs as they arise, or even before. Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are win-win: Customers get a dramatically improved experience, while companies boost operational efficiency. In this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage. With in-depth examples from companies operating in industries such as healthcare, financial services, mobility, retail, entertainment, nonprofit, and education, Connected Strategy identifies the four pathways--respond-to-desire, curated offering, coach behavior, and automatic execution--for turning episodic interactions into continuous relationships. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies. Whether you're trying to revitalize strategy in an established company or disrupt an industry as a startup, this book will help you: Reshape your connections with your customers Find new ways to connect with existing suppliers while also activating new sources of capacity Create the right revenue model Make the best technology choices to support your strategy Integrating rich examples, how-to advice, and practical tools in the form of "workshop chapters" throughout, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry.

The Relationship Economy

Author : John R. DiJulius
Publisher : Greenleaf Book Group
ISBN 13 : 1626346445
Total Pages : 265 pages
Book Rating : 4.6/5 (263 download)

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Book Synopsis The Relationship Economy by : John R. DiJulius

Download or read book The Relationship Economy written by John R. DiJulius and published by Greenleaf Book Group. This book was released on 2019-10-08 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: Creating Authentic Customer Connections in a High-Tech World In The Relationship Economy, author John DiJulius teaches business leaders about the importance of relationship building in the digital age. He argues that in spite of (and because of) the advances in tech, we've become a less connected society. We have dramatically evolved away from face-to-face communication, and the skill of building rapport is evaporating. This means that customer personalization and relationships are more important now than ever—and they will be the key to success for businesses moving forward. As he aptly states, “Being able to build true sustainable relationships is the biggest competitive advantage in a world where automation, artificial intelligence, and machine learning are eliminating the human experience, which is what creates the emotional connections that build true customer loyalty.” This book reminds readers of the importance of personal connections and shows them how to attain meaningful, lasting relationships with their customers.

Moments of Magic

Author : Shep Hyken
Publisher : Shepard Presentations, LLC
ISBN 13 : 0963782002
Total Pages : 80 pages
Book Rating : 4.9/5 (637 download)

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Book Synopsis Moments of Magic by : Shep Hyken

Download or read book Moments of Magic written by Shep Hyken and published by Shepard Presentations, LLC. This book was released on 1993 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt:

The Fred Factor

Author : Mark Sanborn
Publisher : Crown Currency
ISBN 13 : 038551364X
Total Pages : 112 pages
Book Rating : 4.3/5 (855 download)

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Book Synopsis The Fred Factor by : Mark Sanborn

Download or read book The Fred Factor written by Mark Sanborn and published by Crown Currency. This book was released on 2004-04-20 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt: NEW YORK TIMES BESTSELLER • The true story of a seemingly ordinary mail carrier whose approach to work and life has the power to transform the everyday into the extraordinary “This beloved business classic has inspired millions of people over the years, and today Mark Sanborn’s transformative insights are more timely and necessary than ever.”—Jon Gordon, author of The Energy Bus and co-author of The Coffee Bean Meet Fred. In this small yet powerful book, Mark Sanborn, member of the Speaker Hall of Fame, recounts the story of a USPS carrier who introduced himself one day shortly after Sanborn had moved to a new home in Denver. Fred, however, was no average mailman. As Sanborn came to discover, Fred was the kind of worker who exemplifies everything “right” with customer service. Did people want packages left on the porch or prefer a notice to pick them up at the post office? Fred made sure he knew the answer. When another delivery service left a package at the wrong house, Fred shepherded it safely to the intended recipient. Others might have seen delivering mail as less-than-glamorous work, but Fred seized the chance to find meaning in the mundane, competing with himself every day to find opportunities to make his customers smile. We’ve all encountered people like Fred. In this deeply inspiring book, Sanborn illuminates the four basic principles anyone can use to bring fresh energy and creativity to our work and life: how to make a tangible difference every day, build stronger relationships, create real value for others without spending a penny, and constantly reinvent yourself.

Uncommon Service

Author : Frances X. Frei
Publisher : Harvard Business Press
ISBN 13 : 1422133311
Total Pages : 262 pages
Book Rating : 4.4/5 (221 download)

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Book Synopsis Uncommon Service by : Frances X. Frei

Download or read book Uncommon Service written by Frances X. Frei and published by Harvard Business Press. This book was released on 2012 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

The Ten Principles Behind Great Customer Experiences

Author : Matt Watkinson
Publisher : Pearson UK
ISBN 13 : 0273775995
Total Pages : 241 pages
Book Rating : 4.2/5 (737 download)

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Book Synopsis The Ten Principles Behind Great Customer Experiences by : Matt Watkinson

Download or read book The Ten Principles Behind Great Customer Experiences written by Matt Watkinson and published by Pearson UK. This book was released on 2013-02-14 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn how to create a competitive advantage for your business by offering a customer experience that’s second to none! By following a simple “ten principles” format, this book will show you how to constantly improve and build your business. The combination of psychological theory, real world case studies, worked examples and template documents provides the ‘what, why and how’ necessary to make good ideas stick and get them into practical usage, so you can enhance your customers’ experiences and keep them returning again and again. Featuring lessons from a host of winning companies such as Facebook, Lush Cosmetics, Gü puddings and John Lewis, the book is littered with uncomplicated ideas which are simple to implement and accessible to anyone.

Legendary Service: The Key is to Care

Author : Ken Blanchard
Publisher : McGraw Hill Professional
ISBN 13 : 0071817859
Total Pages : 176 pages
Book Rating : 4.0/5 (718 download)

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Book Synopsis Legendary Service: The Key is to Care by : Ken Blanchard

Download or read book Legendary Service: The Key is to Care written by Ken Blanchard and published by McGraw Hill Professional. This book was released on 2014-04-18 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: Take Care of Your Customers--or Someone Else Will! Legendary Service Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees. Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. Although Ferguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined. In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service is everyone's job. PRAISE FOR LEGENDARY SERVICE: "Read this book and establish a service culture in your organization." -- Horst Schulze, Chairman/CEO, Capella Hotel Group "Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontline staff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always." -- Mark King, CEO and President, TaylorMade Golf "Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. Legendary Service will teach the next generation how to deliver sensational service. Buy it, study it, implement it." -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules "Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller Ken Blanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service." -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of Lead with LUV "Ken Blanchard has done it again and delivered the right book at the right time. Legendary Service provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today!" -- John Caparella, President and COO, The Venetian, The Palazzo, and Sands Expo "Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to accept mediocrity." -- Leonardo Inghilleri, coauthor of Exceptional Service, Exceptional Profit

Can't Buy Me Like

Author : Bob Garfield
Publisher : Penguin
ISBN 13 : 1101595337
Total Pages : 227 pages
Book Rating : 4.1/5 (15 download)

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Book Synopsis Can't Buy Me Like by : Bob Garfield

Download or read book Can't Buy Me Like written by Bob Garfield and published by Penguin. This book was released on 2013-03-07 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today's brands face an apparent choice between two evils: continue betting on their increasingly ineffective advertising or put blind faith in the supposedly mystical power of social media, where "likes" stand in for transactions and a mass audience is maddeningly elusive. There has to be a better way . . . As Lennon and McCartney wrote a half century ago, money can't buy you love. But in today's world, where people have become desensitized-even disillusioned-by ad campaigns and marketing slogans, that maxim needs an update: Money can't even buy you like.

The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business

Author : Sriram Dasu
Publisher : McGraw Hill Professional
ISBN 13 : 0071809996
Total Pages : 241 pages
Book Rating : 4.0/5 (718 download)

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Book Synopsis The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business by : Sriram Dasu

Download or read book The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business written by Sriram Dasu and published by McGraw Hill Professional. This book was released on 2013-06-28 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express