Delight Your Customers

Steve Curtin

• 06 maart 2018
• 9780814432808

Samenvatting:

When it comes to customer service, only extraordinary will do. Discover the three elements common to all exceptional service experiences.

Purchasing another organization may seem daunting, but the right acquisition can dramatically accelerate your business’s development. A complete roadmap to buying companies and achieving proactive strategic growth, Successful Acquisitions provides you with a logical, time-tested process for finding and buying companies. Filled with illustrative tales from the author’s own extensive experience helping small to mid-size organizations grow through acquisitions, this illuminating, down-to-earth guide covers everything from building the foundation for successful expansion, to growing the necessary relationships, to cementing the deal. You’ll learn how to:

• Conduct target research effectively and stealthily

• Know your position on the opportunity matrix

• Define your ideal prospect

• Lay the strategic foundations for a successful purchase

• Conduct the first, all-important phone call

• Build your negotiation platform

• Be tough while still protecting the buyer–seller relationship

• Bring the deal to a timely and successful conclusion

You’ll discover the value of a relationship-based approach to acquisition, why it’s best to look for companies that are not for sale, the importance of understanding “the seller’s equation,” why you must limit yourself to one reason for buying a company, and the benefits of a market-first strategy. The book provides an exact process for conducting a successful first meeting, explains why you need a multidimensional approach to valuation, identifies what you must always—and never—include in your Letter of Intent, and lets you in on how to successfully integrate both companies after the close.

When it comes to buying privately owned companies, the transaction is almost never just about the price . . . and understanding that mysterious “something” that falls outside the spreadsheets is often what makes or breaks the deal. Taking you through a sequence of 14 key steps—the Roadmap to Acquisitions—developed, tested, and refined through author David Braun’s two decades of service to growing companies, Successful Acquisitions includes all the tools and resources you need for buying a company, including a sample Letter of Intent, and much more.

Packed with insightful, straightforward guidance, this is an essential guidebook for recalibrating your business through the successful acquisition of another.

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.