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How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing

How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing

          
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About the Book

Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business. Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more. Don’t let your business fall behind, look inside and take your customer experience to the next level. “Essential and powerful insights for everyone who aspires to map out and enhance the customer journey and drive growth.” Keith Lewis, COO, Matchtech Group plc “At last – a book that provides practical ways of delivering the superior experience that today’s customers demand.” Olivier Njamfa, Co-Founder and CEO of customer experience software company Eptica

Table of Contents:
Publisher's acknowledgements About the author Introduction Part I: The Customer Perspective 1. Attract Introduction 1. Be at the start of your customer’s journey 2. Don’t interrupt customers 3. Develop trust at a distance 4. Are you being interesting and interested? 5. Trust drives transactions 6. Become part of your customers story 7. Customer behaviour is changing: check your assumptions 8. Data insights are good but immersion and observation are better 2. Engage Introduction 9. Understand the relationships you have with your customers 10. What it takes to build trust 11. Customers trust people like them 12. To really engage you must be willing to fail 13. Doing what’s right for the customer is often an article of faith 14. How to be more interesting 15. Empathy is key to engagement 16. Bad corporate behaviour impacts customer experience and engagement 17. Innovating around relationships 18. Data, privacy and the impact on customer relationships 19. Design a great customer experience by including your customers 20. People will pay more for better service 3. Serve Introduction 21. Every customer hates waiting but the experience can be improved 22. Speak my language 23. Nature abhors a vacuum 24. Bad reviews can be good 25. Remove the grit 26. The primacy and recency effect 27. Lots of small changes add up 28. Make it simple 29. Behavioural science and lessons for customer service 30. Identify and deal with silent complaints 31. Consistency in quality and delivery is key 32. A name not a number 33. Make your service proactive 34. Make promises, keep them but you don’t have to beat them 35. Improve your service by making it easy for customers to help each other 36. The longest lasting emotions in customer experience 37. Make sure delivery is not your Achilles' heel 38. Reduce effort 39. Is customer service going to get worse before it gets better? 40. What’s your brand’s customer service persona? 4. Keep Introduction 41. The hole in the bucket syndrome 42. Differences in perception exist and matter 43. Most loyalty schemes don’t create loyalty 44. Marginal cost but high perceived value 45. Make your customer the hero 46. What drives loyalty? 47. Complaints are key to retention 48. Where you earn loyalty 5. Refer Introduction 49. If you don’t ask then you won’t get 50. Proactivity drives advocacy too 51. How you can build your own customer referral community Part II: The Business Perspective 6. Communicate Introduction 52. Be honest about your surveys and keep them short 53. Always feedback and report on results 54. When’s the best time to survey your customers? 55. Be careful when interpreting data 7. Motivate Introduction 56. Work hard and be nice to people 57. The link between customer experience and employee engagement 58. Engag


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Product Details
  • ISBN-13: 9781292116891
  • Publisher: Pearson Education Limited
  • Publisher Imprint: Pearson Business
  • Depth: 19
  • Language: English
  • Returnable: N
  • Sub Title: 68 Effortless Ways to Make Every Customer Experience Amazing
  • Width: 136 mm
  • ISBN-10: 1292116897
  • Publisher Date: 04 Apr 2016
  • Binding: Paperback
  • Height: 215 mm
  • No of Pages: 264
  • Spine Width: 18 mm
  • Weight: 403 gr


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