How to Profitably Delight your Customers

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Author :
Publisher : Routledge
ISBN 13 : 1136346767
Total Pages : 200 pages
Book Rating : 4.1/5 (363 download)

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Book Synopsis How to Profitably Delight your Customers by : Hal Mather

Download or read book How to Profitably Delight your Customers written by Hal Mather and published by Routledge. This book was released on 2012-05-23 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: The majority of industries today are in a buyer's market. Huge increases in capacity worldwide have outstripped market demand. The only sure way to survival and profitability in this environment is serving customers well. Simply satisfying customers is not enough, it is necessary to exceed their expectations or, in the author's terms, delight them. Delighting customers erects a barrier to competitors, so it is difficult for other to steal them and also provides invaluable word-of-mouth promotion. This book focuses on what corporate managers especially in product design and sales and marketing departments, need to do to help a company profitably delight its customers. Hal Mather is president of Hal Mather, Inc in Amelia Island, FL., an international management consulting and education company. Since 1973, he has been helping all types of industrial concerns to improve their business planning and control. He is also author of 'Competitive Manufacturing - Second edition'.

Delight Your Customers

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Author :
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.

How to Profitably Delight Your Customers

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Author :
Publisher : CRC Press
ISBN 13 : 9780849305672
Total Pages : 208 pages
Book Rating : 4.3/5 (56 download)

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Book Synopsis How to Profitably Delight Your Customers by : Hal Mather

Download or read book How to Profitably Delight Your Customers written by Hal Mather and published by CRC Press. This book was released on 1998-11-19 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most managers have recently moved from being in a seller's market to competing in a buyer's market-consequently needing to change their ways of operating. How to Profitably Delight Your Customers looks at the key elements necessary for success in a buyer's market. Mather explains how buyer loyalty can be gained by not simply satisfying customers, but by exceeding their expectations: in fact, delighting them. Emphasis is placed upon the steps that product designers must take to design new products that can be quickly and easily customized to suit the latest customer needs. Coverage also focuses on the importance of implementing related changes in sales and marketing, to help a company thrive in an increasingly competitive market Features

Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on Facebook (& Other Social Networks)

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Author :
Publisher : McGraw Hill Professional
ISBN 13 : 0071769501
Total Pages : 289 pages
Book Rating : 4.0/5 (717 download)

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Book Synopsis Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on Facebook (& Other Social Networks) by : Dave Kerpen

Download or read book Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on Facebook (& Other Social Networks) written by Dave Kerpen and published by McGraw Hill Professional. This book was released on 2011-06-07 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: THE NEW YORK TIMES AND USA TODAY BESTSELLER! The secret to successful word-of-mouth marketing on the social web is easy: BE LIKEABLE. A friend's recommendation is more powerful than any advertisement. In the world of Facebook, Twitter, and beyond, that recommendation can travel farther and faster than ever before. Likeable Social Media helps you harness the power of word-of-mouth marketing to transform your business. Listen to your customers and prospects. Deliver value, excitement, and surprise. And most important, learn how to truly engage your customers and help them spread the word. Praise for Likeable Social Media: Dave Kerpen's insights and clear, how-to instructions on building brand popularity by truly engaging with customers on Facebook, Twitter, and the many other social media platforms are nothing short of brilliant. Jim McCann, founder of 1-800-FLOWERS.COM and Celebrations.com Alas, common sense is not so common. Dave takes you on a (sadly, much needed) guided tour of how to be human in a digital world. Seth Godin, author of Poke the Box Likeable Social Media cuts through the marketing jargon and technical detail to give you what you really need to make sense of this rapidly changing world of digital marketing and communications. Being human — being likeable — will get you far. Scott Monty, Global Digital Communications, Ford Motor Company Dave gives you what you need: Practical, specific how-to advice to get people talking about you. Andy Sernovitz, author of Word of Mouth Marketing: How Smart Companies Get People Talking

Happy Customers Everywhere

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Author :
Publisher : St. Martin's Press
ISBN 13 : 1137000465
Total Pages : 258 pages
Book Rating : 4.1/5 (37 download)

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Book Synopsis Happy Customers Everywhere by : Bernd Schmitt

Download or read book Happy Customers Everywhere written by Bernd Schmitt and published by St. Martin's Press. This book was released on 2012-04-24 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every business knows that the best customer is a happy customer. They return again and again, bring their friends and family, and deliver tons of free advertising via word of mouth and social media. But in order to grow that loyal base, you must be keenly aware of your customers' needs and preferences. Drawing on the latest research in the exploding field of positive psychology, Columbia Business School professor Bernd Schmitt offers three unique approaches any business can use to turning a casual customer into a committed fan: • The Feel-Good Method: Use the experience of pleasure and positive emotion to hook new customers, and watch those feel-good moments transform an impulsive buyer into a committed loyalist. • The Values-and-Meaning Method: Attract passionate customers by appealing to their core values, like being socially responsible, protecting the environment, or living a simple life • The Engagement Method: Get customers to notice a unique or limited offer, immerse them in the experience, and have them share it with friends and family. Schmitt shows marketers, brand managers, and entrepreneurs how to design an authentic and successful campaign that will reach, grow, and sustain a devoted base of customers.

Angel Customers & Demon Customers

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Author :
Publisher : Penguin
ISBN 13 : 9781591840077
Total Pages : 258 pages
Book Rating : 4.8/5 (4 download)

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Book Synopsis Angel Customers & Demon Customers by : Larry Selden

Download or read book Angel Customers & Demon Customers written by Larry Selden and published by Penguin. This book was released on 2003 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Selden and Colvin show readers how to analyze customer data to understand how to get the most out of the most critical customer segments. The authors reveal how some companies (such as Best Buy and Fidelity Investments) have already moved in this direction, and what customercentric strategies are likely to become widespread in the coming years.

Woo, Wow, and Win

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Publisher : HarperCollins
ISBN 13 : 0062415700
Total Pages : 173 pages
Book Rating : 4.0/5 (624 download)

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Book Synopsis Woo, Wow, and Win by : Thomas A. Stewart

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.

Delighting Your Customers

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Author :
Publisher : Bloomsbury Publishing
ISBN 13 : 1408163314
Total Pages : 153 pages
Book Rating : 4.4/5 (81 download)

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Book Synopsis Delighting Your Customers by : Avril Owton MBE

Download or read book Delighting Your Customers written by Avril Owton MBE and published by Bloomsbury Publishing. This book was released on 2011-09-19 with total page 153 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Business on a Shoestring series helps small business owners grow their business imaginatively, effectively and without spending a fortune. Aimed at entrepreneurs with plenty of vision and commitment but not a lot of cash, each book is packed with ideas that really work, real-life examples, step-by-step advice and sources of further information. Your relationship with your customers is probably one of the most important you'll ever have. No business can survive without them, but reaching customers in the first place is a big challenge for small companies. This revised edition offers invaluable advice on: Understanding your customers, Asking for feedback... and learning from it, Creating a customer service strategy, Hiring the right people, Setting up and implementing complaint processes, Adding a personal touch. Being creative...But making sure you can deliver and Learning from your competitors. '...brimming with customer service delights, covering everything from understanding your customers' expectations to handling their complaints.' Management Today

The Customer Delight Principle

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Author :
Publisher : McGraw Hill Professional
ISBN 13 : 9780658010040
Total Pages : 218 pages
Book Rating : 4.0/5 (1 download)

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Book Synopsis The Customer Delight Principle by : Timothy L. Keiningham

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.

Exceptional Service, Exceptional Profit

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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.

Leading Loyalty

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Author :
Publisher : AMACOM
ISBN 13 : 0814439608
Total Pages : 223 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Leading Loyalty by : Sandy Rogers

Download or read book Leading Loyalty written by Sandy Rogers and published by AMACOM. This book was released on 2019-04-16 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof.

Employee to Entrepreneur

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Publisher : John Wiley & Sons
ISBN 13 : 0730363864
Total Pages : 304 pages
Book Rating : 4.7/5 (33 download)

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Book Synopsis Employee to Entrepreneur by : Steve Glaveski

Download or read book Employee to Entrepreneur written by Steve Glaveski and published by John Wiley & Sons. This book was released on 2019-01-09 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make the leap and become an entrepreneur today Are you living for the weekend? Are you dissatisfied at work? Are you itching to do something that is important to you? How can you avoid the pitfalls that many first-time entrepreneurs have fallen into? How do you explore whether entrepreneurship is right for you without giving up your day job? Employee to Entrepreneur is your guide to leaving your job behind and building something for yourself. Author and employee-turned-entrepreneur Steve Glaveski, shows you how to navigate the challenges, find the entrepreneurial success that is right for you and become a better person along the way. Employee to Entrepreneur combines storytelling with a step-by-step framework to teach you how to effectively explore and leverage entrepreneurship to gain freedom, fulfillment and financial security. understand what you want to do by first understanding yourself explore if entrepreneurship is right for you without giving up your day job avoid the common pitfalls faced by first-time entrepreneurs fund, test and prioritise your ideas in a fast and cost-effective way develop the mindset to succeed in your business. If you’re ready to leave your cushy employee life behind and build a business and a life you believe in, reading this essential guidebook is your first step to making it happen.

Stay Relevant To Stay Profitable: Service Transformation Strategies To Grow Your Customers In Unprecedented Times

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Author :
Publisher : World Scientific
ISBN 13 : 9811274282
Total Pages : 273 pages
Book Rating : 4.8/5 (112 download)

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Book Synopsis Stay Relevant To Stay Profitable: Service Transformation Strategies To Grow Your Customers In Unprecedented Times by : Neeta Lachmandas-sakellariou

Download or read book Stay Relevant To Stay Profitable: Service Transformation Strategies To Grow Your Customers In Unprecedented Times written by Neeta Lachmandas-sakellariou and published by World Scientific. This book was released on 2023-09-13 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service transformation is about ensuring that you stay relevant to your consumers. The world is seeing unprecedented change and your customers are also changing alongside this. How do you stay relevant to them so that they stay loyal to you?Whether it is technological disruption or the Covid-19 pandemic that has engulfed communities across the globe, businesses are being forced to take a closer look at how they survive, thrive, and generate new value. If history has taught us anything, it is that discontinuity is a part and parcel of the business cycle.The first part of the book provides a macro perspective. What are the trends that are going to have significant impact on consumption in the years to come? In tandem, it explores concepts like customer satisfaction and using data.The second part of the book is about zooming in and details putting transformation initiatives in place through a framework (Explore, Engage and Expand) that looks at the key components of embarking on transformation. For example, understanding customers and their service journeys. How do you write the brief in a way that allows fresh ideas? How do you test ideas before investing capital in production? What are some of the considerations before you can roll out or scale your new idea.Finally, the third part of the book focuses on the core of creating a strong and sustainable business. This includes understanding customer's expectations, ensuring you deliver what is promised, understanding where the service processes fail and the role that leadership and culture play in building a business that is able to change with adapt to changing times.

Harvard Business Review on Increasing Customer Loyalty

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Author :
Publisher : Harvard Business Press
ISBN 13 : 1422162524
Total Pages : 234 pages
Book Rating : 4.4/5 (221 download)

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Book Synopsis Harvard Business Review on Increasing Customer Loyalty by : Harvard Business Review

Download or read book Harvard Business Review on Increasing Customer Loyalty written by Harvard Business Review and published by Harvard Business Press. This book was released on 2011 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you keep your customers coming back - and get them to bring others? This collection of HBR articles helps you: turn angry customers into loyal advocates; get more people to recommend you; boost customer satisfaction by satisfying your employees; and, focus on profitable customers - whether they're loyal or not.

The Age of Agile

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Publisher : AMACOM
ISBN 13 : 0814439101
Total Pages : 347 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis The Age of Agile by : Stephen Denning

Download or read book The Age of Agile written by Stephen Denning and published by AMACOM. This book was released on 2018-02-08 with total page 347 pages. Available in PDF, EPUB and Kindle. Book excerpt: An unstoppable business revolution is under way, and it is Agile. Sparking dramatic improvements in quality, innovation, and speed-to-market, the Agile movement has helped companies learn to connect everyone and everything…all the time. With rapidly evolving consumer needs and technology that is being updated quicker than ever before, businesses are recognizing how essential it is to adapt quickly. The Agile movement enables a team, unit, or enterprise to nimbly acclimate and upgrade products and services to meet these constantly changing needs. Filled with examples from every sector, The Age of Agile helps you: Master the three laws of Agile Management (team, customer, network) Embrace the new mindset Overcome constraints Employ meaningful metrics Make the entire organization Agile Companies don’t need to be born Agile. With the groundbreaking formulas laid out in The Age of Agile, even global giants can learn to act entrepreneurially. Your company’s future may depend on it!

Uplifting Service

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Publisher :
ISBN 13 : 9780984762507
Total Pages : 0 pages
Book Rating : 4.7/5 (625 download)

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Book Synopsis Uplifting Service by : Ron Kaufman

Download or read book Uplifting Service written by Ron Kaufman and published by . This book was released on 2012 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.

Financial Performance of Telecom Companies, with special Reference to Bharti Airtel Ltd.

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Author :
Publisher : Sankalp Publication
ISBN 13 : 8119511794
Total Pages : 204 pages
Book Rating : 4.1/5 (195 download)

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Book Synopsis Financial Performance of Telecom Companies, with special Reference to Bharti Airtel Ltd. by : Dr. Jyoti Rameshrao Kote

Download or read book Financial Performance of Telecom Companies, with special Reference to Bharti Airtel Ltd. written by Dr. Jyoti Rameshrao Kote and published by Sankalp Publication. This book was released on with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: