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Synopsis

Most organizations struggle to really improve one of the most  important factors of their success: the sales and service  experiences they offer customers. Despite extensive--and  expensive--efforts, this critical competitive edge remains out of  reach for many. They key problem is that most companies fail to  understand that, more than ever before, the customer is in control  of the relationship. Where marketers used to think in terms of B2B  or B2C, they have to start thinking "Me2B"--that is, the way the  customer relates to the company.   Grounded in this shift, Your Customer  Rules! reveals the truth about how the best  organizations design, measure, and deliver great customer serivce  experiences. Based on extensive research into top-performing  organizations, Bill Price and David Jaffe have  devised 7 simple principles that correspond with the highest  customer retention--and therefore sustained profits. These 7  drivers of great customer experience are:    You know me, you remember me  You give me choices  You make it easy for me  You value me  You trust me  You surprise me withstuff that I can't imagine  You make me better and let me do more    Alongside these 7 drivers, the authors share examples of  companies who succeed at customer experience, such as Amazon,  DIRECTV, FlightCentre, Ventre-Privee, and Yamato Transport.  With a simple, elegant solution for driving lasting value for  customers by providing a great customer experience, Your  Customer Rules! is essential reading for store managers,  contact center managers, leaders of customer-facing teams, and  executives.

Durée: environ 7 heures (07:04:38)
Date de publication: 24/03/2022; Unabridged; Copyright Year: 2022. Copyright Statment: —

• Business et Économie