Surprise! : the secret to customer loyalty in the service sector /

Modern consumers are bombarded with information from every angle. They can't handle it and, consequently, tune-out large portions of the information. Therefore, in order to gain their full attention, firms must find ways to surprise them during transactions--spawn mental script deviations for t...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Magnini, Vincent P. (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2015.
Edición:First edition.
Colección:2014 digital library.
Marketing strategy collection.
Temas:
Service industries > Customer services.
Customer relations.
Surprise.
Services (Industrie) > Service à la clientèle.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Customer relations
Service industries > Customer services
Surprise
customer delight
customer service
customer surprise
services marketing
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Part I. Your customers are usually not paying attention
  • 1. Information overload
  • 2. Script deviation
  • Part II. Surprise!
  • 3. Stories from the hotel sector
  • 4. Surprises in many forms
  • 5. Novel surprise ideas
  • Part III. Generating surprise ideas: an employee's perspective
  • 6. Employees' motivation to surprise
  • 7. Employees' ability to surprise
  • 8. Expertise awareness in organizational relationships
  • 9. Expertise access in organizational relationships
  • Part IV. Generating surprise ideas: a customer's perspective
  • 10. Rapport building with your customers
  • 11. Feedback from your customers
  • 12. Scanning the business environment for surprise ideas
  • Final thought: 3 + 4 = 9 or 10
  • About the author
  • Notes
  • References
  • Index.

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