People Love You: The Real Secret to Delivering Legendary Customer Experiences

Overview

What you experience is what you remember. The moreemotional the experience, the deeper it is branded into yourmemory. Experience has a major impact on buying decisions. Everytouch point, every time you or someone in your company engages acustomer, it creates an experience—something memorable. Whencustomers have a positive emotional experience, it anchors them toyour brand, your product or service, and ultimately to you.

People Love You provides a practical, actionable, ...

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Overview

What you experience is what you remember. The moreemotional the experience, the deeper it is branded into yourmemory. Experience has a major impact on buying decisions. Everytouch point, every time you or someone in your company engages acustomer, it creates an experience—something memorable. Whencustomers have a positive emotional experience, it anchors them toyour brand, your product or service, and ultimately to you.

People Love You provides a practical, actionable, andeasy-to-implement approach to building strong emotional bonds withcustomers that last a lifetime. Far too many of today's books oncustomer service deal with the mechanics and process of servicingcustomers, without teaching account managers the criticalinterpersonal skills they need in order to create real customerloyalty and competitive differentiation. The fact is customers arenot 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 alegendary customer experience, including:

  • The seven essential principles of customerengagement
  • The five levers of customer experience
  • The secrets to bridging the experience gap
  • How to leverage the pull strategy to become a trustedadvisor
  • How to listen well and connect with your customers by makingthem feel appreciated, valued, and important
  • And much more!

In a hypercompetitive global marketplace, protecting yourcompany customer base must become your number-one priority. Inorder to succeed, businesses need to win over customers at everylevel and earn their trust. It is through emotional connectionsthat your company will deliver legendary customer experiences thatcreate deep, profitable, and long-lasting relationships.

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Product Details

  • ISBN-13: 9781118433249
  • Publisher: Wiley
  • Publication date: 2/4/2013
  • Edition number: 1
  • Pages: 181
  • Sales rank: 1,486,485
  • Product dimensions: 5.80 (w) x 8.60 (h) x 0.90 (d)

Meet the Author

Jeb Blount is a leading expert on how human relationshipsimpact account management, customer experience, leadership, andsales. He helps many of the world's leading organizationsaccelerate revenue growth and profits through a focus oninterpersonal relationships. He is the author of six books,including People Buy You: The Real Secret to What Matters Mostin Business, People Follow You: The Real Secret to WhatMatters Most in Leadership, and Power Principles. He haspublished over 100 articles on account management, leadership, andsales, and his audio programs have been downloaded more than 6million times on iTunes. More than 200,000 business professionalssubscribe to his weekly newsletter.

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Table of Contents

About the Author ix

Chapter 1 What’s Love Got to Do with It 1

Chapter 2 The Seven Essential Principles of Customer Engagement19

Chapter 3 The Five Levers of Customer Experience 33

Chapter 4 Put Customers First 41

Chapter 5 Connect 73

Chapter 6 Solve Problems 97

Chapter 7 Build Trust 125

Chapter 8 Create Positive Emotional Experiences 149

Chapter 9 Make Breaking Up Hard to Do 163

Acknowledgments 181

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