How To Profitably Delight Your Customers

Author : Hal Mather
Publisher : Routledge
Page : 200 pages
File Size : 42,9 Mb
Release : 2012-05-23
Category : Business & Economics
ISBN : 9781136346767

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How to Profitably Delight your Customers by Hal Mather Pdf

The majority of industries today are in a buyer's market. Huge increases in capacity worldwide have outstripped market demand. The only sure way to survival and profitability in this environment is serving customers well. Simply satisfying customers is not enough, it is necessary to exceed their expectations or, in the author's terms, delight them. Delighting customers erects a barrier to competitors, so it is difficult for other to steal them and also provides invaluable word-of-mouth promotion. This book focuses on what corporate managers especially in product design and sales and marketing departments, need to do to help a company profitably delight its customers. Hal Mather is president of Hal Mather, Inc in Amelia Island, FL., an international management consulting and education company. Since 1973, he has been helping all types of industrial concerns to improve their business planning and control. He is also author of 'Competitive Manufacturing - Second edition'.

Author : Steve Curtin
Publisher : AMACOM
Page : 200 pages
File Size : 47,6 Mb
Release : 2013-07-19
Category : Business & Economics
ISBN : 9780814432822

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Delight Your Customers by Steve Curtin Pdf

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.

Author : Timothy L. Keiningham,Terry G. Vavra
Publisher : McGraw Hill Professional
Page : 218 pages
File Size : 44,9 Mb
Release : 2001
Category : Business & Economics
ISBN : 0658010042

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The Customer Delight Principle by Timothy L. Keiningham,Terry G. Vavra Pdf

This text shows how customer "delight" not just customer satisfaction drives repeat purchasing and customer loyalty. It shows how to monitor customer delight against revenue, investment, resources and benchmark results. The book also has case studies to show how to keep up customer delight.

Author : Avril Owton MBE
Publisher : Bloomsbury Publishing
Page : 153 pages
File Size : 42,6 Mb
Release : 2011-09-19
Category : Business & Economics
ISBN : 9781408163313

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Delighting Your Customers by Avril Owton MBE Pdf

The Business on a Shoestring series helps small business owners grow their business imaginatively, effectively and without spending a fortune. Aimed at entrepreneurs with plenty of vision and commitment but not a lot of cash, each book is packed with ideas that really work, real-life examples, step-by-step advice and sources of further information. Your relationship with your customers is probably one of the most important you'll ever have. No business can survive without them, but reaching customers in the first place is a big challenge for small companies. This revised edition offers invaluable advice on: Understanding your customers, Asking for feedback... and learning from it, Creating a customer service strategy, Hiring the right people, Setting up and implementing complaint processes, Adding a personal touch. Being creative...But making sure you can deliver and Learning from your competitors. '...brimming with customer service delights, covering everything from understanding your customers' expectations to handling their complaints.' Management Today

Author : Neeta Lachmandas-sakellariou
Publisher : World Scientific
Page : 273 pages
File Size : 55,5 Mb
Release : 2023-09-13
Category : Business & Economics
ISBN : 9789811274282

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Stay Relevant To Stay Profitable: Service Transformation Strategies To Grow Your Customers In Unprecedented Times by Neeta Lachmandas-sakellariou Pdf

Service transformation is about ensuring that you stay relevant to your consumers. The world is seeing unprecedented change and your customers are also changing alongside this. How do you stay relevant to them so that they stay loyal to you?Whether it is technological disruption or the Covid-19 pandemic that has engulfed communities across the globe, businesses are being forced to take a closer look at how they survive, thrive, and generate new value. If history has taught us anything, it is that discontinuity is a part and parcel of the business cycle.The first part of the book provides a macro perspective. What are the trends that are going to have significant impact on consumption in the years to come? In tandem, it explores concepts like customer satisfaction and using data.The second part of the book is about zooming in and details putting transformation initiatives in place through a framework (Explore, Engage and Expand) that looks at the key components of embarking on transformation. For example, understanding customers and their service journeys. How do you write the brief in a way that allows fresh ideas? How do you test ideas before investing capital in production? What are some of the considerations before you can roll out or scale your new idea.Finally, the third part of the book focuses on the core of creating a strong and sustainable business. This includes understanding customer's expectations, ensuring you deliver what is promised, understanding where the service processes fail and the role that leadership and culture play in building a business that is able to change with adapt to changing times.

Author : Larry Selden,Geoffrey Colvin
Publisher : Penguin
Page : 258 pages
File Size : 42,5 Mb
Release : 2003
Category : Business & Economics
ISBN : 1591840074

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Angel Customers & Demon Customers by Larry Selden,Geoffrey Colvin Pdf

Selden and Colvin show readers how to analyze customer data to understand how to get the most out of the most critical customer segments. The authors reveal how some companies (such as Best Buy and Fidelity Investments) have already moved in this direction, and what customercentric strategies are likely to become widespread in the coming years.

Author : Dr. Jyoti Rameshrao Kote
Publisher : Sankalp Publication
Page : 204 pages
File Size : 43,8 Mb
Release : 2024-06-14
Category : Education
ISBN : 9788119511792

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Financial Performance of Telecom Companies, with special Reference to Bharti Airtel Ltd. by Dr. Jyoti Rameshrao Kote Pdf

Author : Dave Kerpen
Publisher : McGraw Hill Professional
Page : 289 pages
File Size : 52,7 Mb
Release : 2011-06-07
Category : Business & Economics
ISBN : 9780071769501

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Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on Facebook (& Other Social Networks) by Dave Kerpen Pdf

THE NEW YORK TIMES AND USA TODAY BESTSELLER! The secret to successful word-of-mouth marketing on the social web is easy: BE LIKEABLE. A friend's recommendation is more powerful than any advertisement. In the world of Facebook, Twitter, and beyond, that recommendation can travel farther and faster than ever before. Likeable Social Media helps you harness the power of word-of-mouth marketing to transform your business. Listen to your customers and prospects. Deliver value, excitement, and surprise. And most important, learn how to truly engage your customers and help them spread the word. Praise for Likeable Social Media: Dave Kerpen's insights and clear, how-to instructions on building brand popularity by truly engaging with customers on Facebook, Twitter, and the many other social media platforms are nothing short of brilliant. Jim McCann, founder of 1-800-FLOWERS.COM and Celebrations.com Alas, common sense is not so common. Dave takes you on a (sadly, much needed) guided tour of how to be human in a digital world. Seth Godin, author of Poke the Box Likeable Social Media cuts through the marketing jargon and technical detail to give you what you really need to make sense of this rapidly changing world of digital marketing and communications. Being human — being likeable — will get you far. Scott Monty, Global Digital Communications, Ford Motor Company Dave gives you what you need: Practical, specific how-to advice to get people talking about you. Andy Sernovitz, author of Word of Mouth Marketing: How Smart Companies Get People Talking

Author : Thomas A. Stewart,Patricia O'Connell
Publisher : HarperCollins
Page : 336 pages
File Size : 47,8 Mb
Release : 2016-11-29
Category : Business & Economics
ISBN : 9780062415707

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Woo, Wow, and Win by Thomas A. Stewart,Patricia O'Connell Pdf

In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn’t enough to differentiate your business—it needs to be designed for service from the ground up. Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. Bestselling authors and business experts Thomas A. Stewart and Patricia O’Connell contend that most companies, both digital and brick-and-mortar, B2B or B2C; are not designed for service—to provide an experience that matches a customer’s expectations with every interaction and serves the company’s needs. When customers have more choices than ever before, study after study reveals that it’s the experience that makes the difference. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. Service Design is proactive—it is about delivering on your promise to customers in accordance with your strategy, not about acceding to customer dictates. Woo, Wow, and Win teaches you how to create "Ahhh" moments when the customer makes a positive judgment, and to avoid Ow" moments—when you lose a sale or worse, customer trust. Whether you’re giving a haircut, selling life insurance, or managing an office building, your customer is as much a part of your business as your employees are. Together, you and customers create a bank of trust; fueled by knowledge of each other’s skills and preferences. This is Customer Capital, the authors explain, and it is jointly owned. But it’s up to you to manage it profitably. Innovative yet grounded in real world examples, Woo, Wow, and Win is the key strategy for winning customers—and keeping them.

Author : Lior Arussy
Publisher : John Wiley & Sons
Page : 224 pages
File Size : 41,9 Mb
Release : 2005-04-01
Category : Business & Economics
ISBN : 9780471721345

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Passionate and Profitable by Lior Arussy Pdf

"I’ve always said that education without execution is just entertainment – and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it well. Read this book and learn."--Tim Sanders, Author of "Love is The Killer App" "Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit."--Jerry Vass, Author of "Soft Selling in A Hard World" and President Vass Consulting "You might not like this book. It's not filled with easy shortcuts and feel-good platitudes. BUT, when you're ready to walk the walk and not just talk the talk) about treating your customers right and growing your business, Lior's book is a fine place to start down that rarely-followed, very profitable path."--Seth Godin Author, Purple Cow & Free Prize Inside "Lior Arussy is a true customer advocate. This book is a must-read for anyone who knows that the only sustainable competitive advantage is to create a unique and meaningful customer experience."--Ginger Conlon, Editor-in-Chief, CRM magazine According to Strativity's 2003 CEM global study, 45% of executives surveyed do not believe they deserve the customer’s loyalty. Following a decade of customer-centric books, the market is in a state of crises with over 50% customer focused projects fail. Passionate and Profitable is a new book that takes a critical look at the state of the companies’ commitment to customers and exposes the fatal mistakes companies make and the lip service they pay to their customers. Full of examples and statistics, Passionate and Profitable argues that customer strategies success depends on making serious tough choices and not cosmetic works. It is those tough trade offs that will help companies unleash their passion for customers and in return, increase their profitability and sales.

Author : Keith Abraham
Publisher : Maruki Books
Page : 168 pages
File Size : 44,9 Mb
Release : 1999
Category : Business & Economics
ISBN : 0646375830

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Creating Loyal Profitable Customers by Keith Abraham Pdf

Creating Loyal Profitable Customers establishes that there are 6 simple steps to turning a one time buyer into a lifetime advocate. This book will help any business to stand out head and shoulders above any other who does not use customer service as part of their strategy for increasing sales, reducing marketing expenses and growing their business profitability. Keith also shares his 9- step formula for gaining endless supply of referrals from every customer. There are practical tips, tools and templates in this book that will revolutionise the way most companies develop their teams to sell and succeed in business using Customer Service as a key component in their marketing tool kit.

Author : Laurel J. Delaney
Publisher : Global TradeSource Ltd
Page : 252 pages
File Size : 53,6 Mb
Release : 1998
Category : Export marketing
ISBN : 1551801396

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Start and Run a Profitable Exporting Business by Laurel J. Delaney Pdf

Ten key ways to becoming a global player and succeeding in the lucrative export field

Author : Durga Thiyagarajan
Publisher : Clever Fox Publishing
Page : 244 pages
File Size : 46,5 Mb
Release : 2023-06-08
Category : Antiques & Collectibles
ISBN : 8210379456XXX

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The Profitable Blogging System 2.0: Step By Step Action Plan to Launch,Grow and Scale your Blog into a Business by Durga Thiyagarajan Pdf

The Profitable Blogging System is a comprehensive guide for bloggers who want to turn their passion into a profitable business. In this book, Durga provides a step-by-step system that takes you through everything you need to know to create a successful blog. With chapters on finding your niche, developing your creative edge, building your tech stack, creating a content strategy, conducting keyword research, and perfecting your blog writing process, this book provides a complete blueprint for creating a profitable blog. The Profitable Blogging System is not just another blogging book - it's a complete system that takes you from beginner to pro. Whether you're just starting out or you've been blogging for years, this book has something to offer. So why wait? Start your journey towards profitable blogging today with The Profitable Blogging System!

Author : Michael Zipursky
Publisher : Unknown
Page : 114 pages
File Size : 54,9 Mb
Release : 2011-05-03
Category : Electronic
ISBN : 1461043212

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Profitable Relations by Michael Zipursky Pdf

Profitable Relations is about how to delight your customers and increase your profits at the same time. It goes beyond the basic idea of customer service and the customer experience that most people talk about ⬦ by giving you examples, stories and action steps you can take to create stronger bonds with your customers and make more money along the way.Profitable Relations is based on years of research working with and consulting for companies in Asia, North America, Europe and the Middle East, on how to increase their businesses profits by using relationship building marketing techniques to create more long-term loyal customers by giving them what they really want.

Author : Steve Glaveski
Publisher : John Wiley & Sons
Page : 304 pages
File Size : 53,9 Mb
Release : 2019-01-09
Category : Business & Economics
ISBN : 9780730363866

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Employee to Entrepreneur by Steve Glaveski Pdf

Make the leap and become an entrepreneur today Are you living for the weekend? Are you dissatisfied at work? Are you itching to do something that is important to you? How can you avoid the pitfalls that many first-time entrepreneurs have fallen into? How do you explore whether entrepreneurship is right for you without giving up your day job? Employee to Entrepreneur is your guide to leaving your job behind and building something for yourself. Author and employee-turned-entrepreneur Steve Glaveski, shows you how to navigate the challenges, find the entrepreneurial success that is right for you and become a better person along the way. Employee to Entrepreneur combines storytelling with a step-by-step framework to teach you how to effectively explore and leverage entrepreneurship to gain freedom, fulfillment and financial security. understand what you want to do by first understanding yourself explore if entrepreneurship is right for you without giving up your day job avoid the common pitfalls faced by first-time entrepreneurs fund, test and prioritise your ideas in a fast and cost-effective way develop the mindset to succeed in your business. If you’re ready to leave your cushy employee life behind and build a business and a life you believe in, reading this essential guidebook is your first step to making it happen.