What you experience is what you remember. The more emotional theexperience, the deeper it is branded into your memory.Experience has a massive impact on buying decisions. Everytouch point, every time you or someone in your company engages acustomer, it creates an experience - something they remember. Whenthey have a negative experience, they tend to vote with their feet(and their wallets) and head straight to your competitors. Whencustomers have positive emotional experiences, it anchors them toyour brand, your product or service, and ultimately toyou.
In the twenty-first century, competitive advantages derived fromunique products are services are short-lived because competitorsare able to quickly and easily duplicate or match your offering.Likewise a focus on customer satisfaction and loyalty will nolonger give you the competitive edge. Delivering a legendarycustomer experience has emerged as the single most importantcompetitive advantage for companies across all industries. InPeople Love You you’ll learn the real secrets ofcustomer experience including:
- 7 Essential Principles of Customer Engagement
- 5 Levers for Creating a Legendary Customer Experience
- The Secret to Bridging the Experience Gap
- How to Leverage the Pull Strategy to become a TrustedAdvisor
- 2 Most Important Rules for Dealing with Pissed-offCustomers
In a hypercompetitive, global marketplace protecting yourcompany’s customer base, the lifeblood of your business, mustbecome your number one priority. The rubber hits the road withaccount managers, project managers, sales professionals, andcustomer service professionals—the people most connected tocustomers—who are on the frontlines of customer experience.They build unique and enduring emotional connections with customersthat creating long-term revenue and profit streams. In PeopleLove You, human relationship guru, Jeb Blount, gives you apowerful playbook for interacting with customers in a way thatcreates deep, enduring, visceral connections that withstandrelentless economic and competitive assaults.
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About 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.
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