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Full Description
What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a massive impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience - something they remember. When they have a negative experience, they tend to vote with their feet (and their wallets) and head straight to your competitors. When customers have positive emotional experiences, it anchors them to your brand, your product or service, and ultimately to you.
In the twenty-first century, competitive advantages derived from unique products are services are short-lived because competitors are able to quickly and easily duplicate or match your offering. Likewise a focus on customer satisfaction and loyalty will no longer give you the competitive edge. Delivering a legendary customer experience has emerged as the single most important competitive advantage for companies across all industries. In People Love You you'll learn the real secrets of customer experience including:
7 Essential Principles of Customer Engagement
5 Levers for Creating a Legendary Customer Experience
The Secret to Bridging the Experience Gap
How to Leverage the Pull Strategy to become a Trusted Advisor
2 Most Important Rules for Dealing with Pissed-off Customers
In a hypercompetitive, global marketplace protecting your company's customer base, the lifeblood of your business, must become your number one priority. The rubber hits the road with account managers, project managers, sales professionals, and customer service professionals—the people most connected to customers—who are on the frontlines of customer experience. They build unique and enduring emotional connections with customers that creating long-term revenue and profit streams. In People Love You, human relationship guru, Jeb Blount, gives you a powerful playbook for interacting with customers in a way that creates deep, enduring, visceral connections that withstand relentless economic and competitive assaults.
Contents
About the Author ix
Chapter 1 What's Love Got to Do with It 1
Chapter 2 The Seven Essential Principles of Customer Engagement 19
Chapter 3 The Five Levers of Customer Experience 33
Chapter 4 Put Customers First 41
Chapter 5 Connect 73
Chapter 6 Solve Problems 97
Chapter 7 Build Trust 125
Chapter 8 Create Positive Emotional Experiences 149
Chapter 9 Make Breaking Up Hard to Do 163
Acknowledgments 181
