People Love You
Jeb Blount
- 25 januari 2013
- 9781118433249
Samenvatting:
What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a major impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience something memorable. When customers have a positive emotional experience, it anchors them to your brand, your product or service, and ultimately to you.
People Love You provides a practical, actionable, and easy-to-implement approach to building strong emotional bonds with customers that last a lifetime. Far too many of today's books on customer service deal with the mechanics and process of servicing customers, without teaching account managers the critical interpersonal skills they need in order to create real customer loyalty and competitive differentiation. The fact is customers are not loyal to products, services, prices, or companies. Instead, they are loyal to people they like, trust, and believe in.
People Love You offers techniques for creating a legendary customer experience, including:
- The seven essential principles of customer engagement
- The five levers of customer experience
- The secrets to bridging the experience gap
- How to leverage the pull strategy to become a trusted advisor
- How to listen well and connect with your customers by making them feel appreciated, valued, and important
- And much more!
In a hypercompetitive global marketplace, protecting your company customer base must become your number-one priority. In order to succeed, businesses need to win over customers at every level and earn their trust. It is through emotional connections that your company will deliver legendary customer experiences that create deep, profitable, and long-lasting relationships.