How Hard Is It To Be Your Customer

Author : JIM. TINCHER,Nicole Newton
Publisher : Unknown
Page : 208 pages
File Size : 49,9 Mb
Release : 2022-05-03
Category : Electronic
ISBN : 1941688756

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How Hard Is It to Be Your Customer? by JIM. TINCHER,Nicole Newton Pdf

Learn how to Create Journey Maps that actually GET ResultsTop business leaders know that in order to deliver the best customer experience, they must learn as much as possible about their customers. Many understand the learning process often starts with creating a customer journey map to understand how customers interact with their business. However, the tough reality remains-nearly two out of three journey maps fail to drive customer-focused change. First published in 2019, before the COVID pandemic so quickly changed the way researchers gathered data and businesses interacted with customers, this book has become one of the top-selling books on the subject of journey mapping, It has already helped thousands of CX research professionals and business leaders plan and execute successful journey mapping initiatives and avoid the pitfalls that doom so many others. With insights from dozens of CX pros, extensive research, and real-world case studies and examples, this book guides you through the process of creating and using journey maps. This updated edition came about because of the changes created by the pandemic and the skyrocketing use of journey mapping software it helped bring about. Now with an added chapter that focuses on journey mapping software tools, and the ability to create living journey maps, this enhanced edition of How Hard Is It to Be Your Customer? will help you better understand why some maps drive action - leading to an improved customer experience, greater customer loyalty, and impressive ROI - while others just gather dust on a shelf.

Author : Jim Tincher,Nicole Newton
Publisher : PMP
Page : 188 pages
File Size : 51,5 Mb
Release : 2019-06-11
Category : Electronic
ISBN : 1941688640

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How Hard Is It to Be Your Customer? by Jim Tincher,Nicole Newton Pdf

Learn how to create journey maps that actually get resultsNearly two out of three journey maps fail to drive customer-focused change. Find out how to make your initiative successful, and avoid the pitfalls that doom so many others, with this authoritative new book. With insights from dozens of CX pros, extensive research, and real-world case studies and examples, How Hard Is It to Be Your Customer will help you understand why some maps drive action - leading to an improved customer experience, greater customer loyalty, and impressive ROI - while others just gather dust on a shelf.

Author : Joe Girard
Publisher : Simon and Schuster
Page : 196 pages
File Size : 43,6 Mb
Release : 2006-02-07
Category : Business & Economics
ISBN : 9780743273961

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How to Sell Anything to Anybody by Joe Girard Pdf

Joe Girard was an example of a young man with perseverance and determination. Joe began his working career as a shoeshine boy. He moved on to be a newsboy for the Detroit Free Press at nine years old, then a dishwasher, a delivery boy, stove assembler, and home building contractor. He was thrown out of high school, fired from more than forty jobs, and lasted only ninety-seven days in the U.S. Army. Some said that Joe was doomed for failure. He proved them wrong. When Joe started his job as a salesman with a Chevrolet agency in Eastpointe, Michigan, he finally found his niche. Before leaving Chevrolet, Joe sold enough cars to put him in the Guinness Book of World Records as 'the world's greatest salesman' for twelve consecutive years. Here, he shares his winning techniques in this step-by-step book, including how to: o Read a customer like a book and keep that customer for life o Convince people reluctant to buy by selling them the right way o Develop priceless information from a two-minute phone call o Make word-of-mouth your most successful tool Informative, entertaining, and inspiring, HOW TO SELL ANYTHING TO ANYBODY is a timeless classic and an indispensable tool for anyone new to the sales market.

Author : Adam Toporek
Publisher : AMACOM
Page : 256 pages
File Size : 40,8 Mb
Release : 2015-04-22
Category : Business & Economics
ISBN : 9780814449066

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Be Your Customer's Hero by Adam Toporek Pdf

Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown?In Be Your Customer’s Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to:• Achieve the mindset required for Hero-ClassTM service• Understand the customer’s expectations--and exceed them• Develop powerful communication skills• Avoid the seven triggers guaranteed to set customers off• Handle difficult and even irrational customers with ease• And moreArmed with the tools and techniques in this invaluable resource, readers will have all they need to transform themselves into the heroes their customers need.

Author : Rob Fitzpatrick
Publisher : Robfitz Ltd
Page : 130 pages
File Size : 48,5 Mb
Release : 2013-10-09
Category : Business & Economics
ISBN : 9781492180746

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The Mom Test by Rob Fitzpatrick Pdf

The Mom Test is a quick, practical guide that will save you time, money, and heartbreak. They say you shouldn't ask your mom whether your business is a good idea, because she loves you and will lie to you. This is technically true, but it misses the point. You shouldn't ask anyone if your business is a good idea. It's a bad question and everyone will lie to you at least a little . As a matter of fact, it's not their responsibility to tell you the truth. It's your responsibility to find it and it's worth doing right . Talking to customers is one of the foundational skills of both Customer Development and Lean Startup. We all know we're supposed to do it, but nobody seems willing to admit that it's easy to screw up and hard to do right. This book is going to show you how customer conversations go wrong and how you can do better.

Author : Frances X. Frei,Frances Frei,Anne Morriss
Publisher : Harvard Business Press
Page : 262 pages
File Size : 53,5 Mb
Release : 2012
Category : Customer relations
ISBN : 9781422133316

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Uncommon Service by Frances X. Frei,Frances Frei,Anne Morriss Pdf

Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

Author : Aryana Konnor
Publisher : Zen Mastery Srl
Page : 44 pages
File Size : 54,9 Mb
Release : 2021-02-06
Category : Electronic
ISBN : 6069837355

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Customer Success by Aryana Konnor Pdf

Customer Success: The Essential Guide On How to Deal With Difficult Customers, Learn Effective Customer Service Techniques and Strategies on How You Can Win Difficult Customers Every businessman and entrepreneur worth his salt knows that the most important element for every business is the people. It's not your products or the revenue but the people. An ideal situation would be that all of your customers are 100% happy all the time, but this is impossible. At some point, some of them would be unsatisfied. It is important to understand what to expect from your customers and what your customers expect of you so you can provide great customer service that would leave both parties happy and satisfied. Studies have shown that customers are more likely to remember a negative customer experience than a positive one so it's important that you know how to turn around any negative experience your customer had with your product or organization. This book will give you the best tips and ideas on how to provide the best customer service to your customers. You will discover how to understand or think like your customers so you always know how to handle them. You will learn various techniques on how to deal and manage difficult customers. You will learn different ways on how to provide support and care for your customers. In this book, the following topics will be discussed: The Power of Customer Service Types of Difficult Customers Dealing With Difficult Customers It is said that customer service is what ultimately makes or breaks any company because no matter how great your product is if you can't provide quality customer service when the going gets tough, customers can easily find another great product to replace yours. And don't underestimate the power of word of mouth. If you want to learn more about the best strategies on how to provide excellent customer service, scroll up and click "add to cart" now.

Author : Chris Zane
Publisher : BenBella Books, Inc.
Page : 226 pages
File Size : 43,9 Mb
Release : 2011-03-01
Category : Business & Economics
ISBN : 9781935618867

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Reinventing the Wheel by Chris Zane Pdf

When Chris Zane bought his bicycle shop at age 16, his business struggled until he discovered the secret that catapulted his store into one of the largest in the country. His secret? Provide unbelievable, over the top, excessively generous customer service. Chris Zane isn't a management consultant or professor preaching a theory of customer service; he's a hands-on entrepreneur whose customer service approach has yielded enormous success. Zane has become a business celebrity, including being featured in the most recent round of American Express television ads. Featured in the New York Times and in Associated Press articles and bestowed numerous awards for its unique business practices and outstanding customer relations, Zane's Cycles has produced ideas thought by many to be pie-in-the-sky. But these counterintuitive concepts have proven to be hard-headed and effective. For example, Zane's offers a trade-in program for families who can turn in bicycles their kids have outgrown for a 100 percent credit toward new ones. Initially thought impossibly generous, this program has proven to be good business. Experience and a clear understanding of the lifetime value of a customer makes this program, and many others Zane's implements, work. In Reinventing the Wheel, commonly overlooked elements that make a business exceptional are revealed. Zane produces a case study unlike any other—one that shows the importance of investing in customers and employees and how businesses are really selling experiences, not products. His philosophies and tried-and-true methods of guerilla marketing will show entrepreneurs and business owners how to knock out the competition while thriving in any kind of economy and doing good for the community along the way.

Author : Harvard Business Review
Publisher : Harvard Business Press
Page : 118 pages
File Size : 44,9 Mb
Release : 2010-11-04
Category : Business & Economics
ISBN : 9781422172599

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Focusing on Your Customer by Harvard Business Review Pdf

Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. But gaining customer loyalty requires hard work, care, and attentiveness. In this book, you'll learn to assess the lifetime value of a customer, and why it makes sense to build loyalty among your target customers. You'll also learn to: - Understand the service-profit chain - Leverage the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability - Build and refine a process for delivering extraordinary value to your customers

Author : James G. Barnes
Publisher : John Wiley & Sons
Page : 223 pages
File Size : 44,8 Mb
Release : 2007-01-06
Category : Business & Economics
ISBN : 9780470056264

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Build Your Customer Strategy by James G. Barnes Pdf

"The customer relationships that a company is able to cultivate represent the most important asset that will never appear on its balance sheet." -From Chapter 1 of Build Your Customer Strategy Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships spells out how to create profitable and lasting customer relationships. It demystifies creating the great customer experience-something that everyone seems to be talking about these days-by showing you how to approach "experience" in ways your competitors haven't even thought of. Praise for Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships "Jim Barnes has written a down-to-earth, highly readable book that takes you through real examples with concrete ideas you can use today. Fact is, customers are the only source of revenue, and Jim will help your company build the strategy to grow the value of each customer to your firm, by making sure your firm becomes more valuable to each customer." -Don Peppers and Martha Rogers, PhD coauthors, The One to One Future and Return on Customer "Jim Barnes is in a class by himself as a guru who truly understands customer relationships from the customer's point of view. Read Build Your Customer Strategy when you're ready to move past slogans and technology-based CRM projects to create real customer equity and long-term profitability." -Bob Thompson, CEO CustomerThink Corp., and founder, CRMGuru.com "Build Your Customer Strategy is the book for leaders committed to creating genuine connections with clients. Jim goes beyond conventional thinking to help businesses understand, create, and implement a strategy that will result in the type of long-term loyal customers everyone wants-the ones who bring their family and friends." -Anne Lockie, Executive Vice President, Sales Canadian Personal and Business Clients, RBC Royal Bank "Excellent reading. Jim Barnes brings a refreshing perspective to customer service, loyalty and the importance of long-term, sustainable client relationships. Insightful and very educational." -Stephen Foster, Senior Vice President, Operations Starwood Hotels & Resorts Worldwide, Inc.

Author : Marilyn Suttle,Lori Jo Vest
Publisher : Createspace Independent Publishing Platform
Page : 0 pages
File Size : 48,9 Mb
Release : 2013-04-13
Category : Customer relations
ISBN : 148400941X

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Who's Your Gladys? by Marilyn Suttle,Lori Jo Vest Pdf

Every customer oriented business has its own Gladys; someone who demands more than most companies are able or willing to give, one who pushes front line service representatives' buttons, one who requires a higher degree of skill to manage. One who let's just say it can be difficult. Yet how is it that some businesses prove able not only to satisfy their 'Gladys', but turn her into one of their most loyal, utterly pleased customers? Filled with inspiring real-life case studies, "Who's Your Gladys?" reveals how large and small companies from a variety of industries avoid creating difficult customers in the first place. EDITORIAL REVIEWS: From Publishers Weekly:"When times are tough, argue entrepreneur Suttle and manager Vest, it's the companies with exceptional customer service that survive. The eponymous Gladys represents the company's hypothetical most challenging client-the one who requires a high level of skill to manage. Using the stories of 10 diverse companies-the Canfield Training Group (of Chicken Soup for the Soul fame), Singapore Airlines, a polyethylene piping product supplier, a spa, an eyeglass distributor and a medical center among them-the authors show companies how to win over Gladys, develop strong client relationships and deliver the superior service that will help them through an economic crisis. It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service. "It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service." --Publishers Weekly From Corp! Magazine, Detroit, MI:"This is a fast-paced and readable book on customer relationship building. The authors are effective communicators on the subject, and the real-life stories make for a solid book on the topic." --Corp! Magazine From Accounting Today:"[Who's Your Gladys?] offers plenty of useful advice on turning the people who pay your bills into your biggest fans." --Accounting Today Selected by Customer Service Newsletter as one of the best customer service books of 2009: "Who's Your Gladys? offers not only a detailed look at how customer service works at several successful companies, it provides a convenient blueprint for how to examine and benchmark your own customer service operations."

Author : Donna Cutting
Publisher : Red Wheel/Weiser
Page : 272 pages
File Size : 40,8 Mb
Release : 2015-12-21
Category : Business & Economics
ISBN : 9781632659750

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501 Ways to Roll Out the Red Carpet for Your Customers by Donna Cutting Pdf

"Donna Cutting writes with passion about innovative ways service providers give a world-class experience to their customers. Put the ideas in this book into action and you'll fascinate your customers with red carpet service." —Sally Hogshead, author of Fascinate 501 Ways to Roll Out the Red Carpet for Your Customers is power-packed with proven, ready-to-implement action ideas to enhance your customers' experience. You'll find examples from a variety of fields, from healthcare, banking, and entertainment to small business, retail, and entrepreneurial ventures. 501 Ways to Roll Out the Red Carpet for Your Customers will give you helpful tips to: •Make "red-carpet service" a first and lasting impression•Get your team "red-carpet ready"•Inspire positive word-of-mouth by delivering wow•Handle service recovery with style•Employ creative marketing ideas and social media savvyUsing the plethora of tips, tricks, and techniques in this book you don't have to reinvent the customer-service wheel—just roll out the red carpet!

Author : Anonim
Publisher : Marketing in Time of Cholera
Page : 84 pages
File Size : 48,6 Mb
Release : 2024-05-06
Category : Electronic
ISBN : 8210379456XXX

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Please Delete by Anonim Pdf

Author : Don Peppers,Martha Rogers
Publisher : Broadway Business
Page : 0 pages
File Size : 50,7 Mb
Release : 2005
Category : Business & Economics
ISBN : 0385510306

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Return on Customer by Don Peppers,Martha Rogers Pdf

Explores the critical need to measure customers' long-term profitability and loyalty to identify the specific products and services that can increase the customer base and to assess the effectiveness of popular marketing techniques.

Author : Matthew Dixon,Brent Adamson
Publisher : Penguin
Page : 240 pages
File Size : 52,5 Mb
Release : 2011-11-10
Category : Business & Economics
ISBN : 9781101545898

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The Challenger Sale by Matthew Dixon,Brent Adamson Pdf

What's the secret to sales success? If you're like most business leaders, you'd say it's fundamentally about relationships-and you'd be wrong. The best salespeople don't just build relationships with customers. They challenge them. The need to understand what top-performing reps are doing that their average performing colleagues are not drove Matthew Dixon, Brent Adamson, and their colleagues at Corporate Executive Board to investigate the skills, behaviors, knowledge, and attitudes that matter most for high performance. And what they discovered may be the biggest shock to conventional sales wisdom in decades. Based on an exhaustive study of thousands of sales reps across multiple industries and geographies, The Challenger Sale argues that classic relationship building is a losing approach, especially when it comes to selling complex, large-scale business-to-business solutions. The authors' study found that every sales rep in the world falls into one of five distinct profiles, and while all of these types of reps can deliver average sales performance, only one-the Challenger- delivers consistently high performance. Instead of bludgeoning customers with endless facts and features about their company and products, Challengers approach customers with unique insights about how they can save or make money. They tailor their sales message to the customer's specific needs and objectives. Rather than acquiescing to the customer's every demand or objection, they are assertive, pushing back when necessary and taking control of the sale. The things that make Challengers unique are replicable and teachable to the average sales rep. Once you understand how to identify the Challengers in your organization, you can model their approach and embed it throughout your sales force. The authors explain how almost any average-performing rep, once equipped with the right tools, can successfully reframe customers' expectations and deliver a distinctive purchase experience that drives higher levels of customer loyalty and, ultimately, greater growth.