What will you learn from this book
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Customer-Centric Philosophy: The book may emphasize the importance of adopting a customer-centric philosophy, where the focus is on understanding and meeting the needs of customers.
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Exceptional Customer Service: Providing exceptional customer service is likely a key theme. Sewell and Brown may offer strategies for going above and beyond customer expectations to create memorable experiences.
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Building Trust: The book might highlight the role of trust in customer relationships. Building and maintaining trust can lead to long-term customer loyalty.
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Personalization: The importance of personalizing interactions with customers could be discussed. Tailoring products or services to individual needs fosters a deeper connection.
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Effective Communication: Clear and effective communication is likely a key takeaway. The book may provide insights into how effective communication contributes to customer satisfaction and loyalty.
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Problem Resolution: Strategies for resolving customer issues and turning potential negative experiences into positive ones may be addressed.
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Consistency Across Touchpoints: Ensuring a consistent and positive experience across all customer touchpoints—whether online, in-store, or through customer service—could be a central theme.
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Customer Feedback: The importance of actively seeking and listening to customer feedback may be emphasized. Feedback is valuable for continuous improvement and understanding customer preferences.
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Employee Engagement: Recognizing the role of engaged and motivated employees in delivering excellent customer service may be discussed. Satisfied employees are more likely to contribute to a positive customer experience.
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Loyalty Programs: The book may explore the effectiveness of loyalty programs and incentives in encouraging repeat business and fostering customer loyalty.
| Language | English |
|---|---|
| ISBN-10 | 0385504454 |
| No of pages | 209 |
| Font Size | Medium |
| Book Publisher | RHUS |
| Published Date | 19 Nov 2002 |
About Author
Related Books
Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years.
Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including:
• Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge.
• No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them?
• Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.