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How to wow : 68 effortless ways to make every customer experience amazing /
Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business. Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Harlow, England ; New York :
Pearson,
2016.
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- Cover
- Title page
- Copyright page
- Contents
- Publisher's acknowledgment
- About the author
- Introduction
- Part 1 The Customer Perspective
- Section 1 Attract
- Introduction
- 1 Be at the start of your customer's journey
- 2 Don't interrupt customers
- 3 Develop trust at a distance
- 4 Are you being interesting and interested?
- 5 Trust drives transactions
- 6 Become part of your customer's story
- 7 Customer behaviour is changing: check your assumptions
- 8 Data insights are good but immersion and observation are better
- Section 2 Engage
- Introduction
- 9 Understand the relationships you have with your customers
- 10 What it takes to build trust
- 11 Customers trust people like them
- 12 To really engage you must be willing to fail
- 13 Doing what's right for the customer is often an article of faith
- 14 How to be more interesting
- 15 Empathy is key to engagement
- 16 Bad corporate behaviour impacts customer experience and engagement
- 17 Innovating around relationships
- 18 Data, privacy and the impact on customer relationships
- 19 Design a great customer experience by including your customers
- 20 People will pay more for better service
- Section 3 Serve
- Introduction
- 21 Every customer hates waiting but the experience can be improved
- 22 Speak my language
- 23 Nature abhors a vacuum
- 24 Bad reviews can be good
- 25 Remove the grit
- 26 The primacy and recency effect
- 27 Lots of small changes add up
- 28 Make it simple
- 29 Behavioural science and lessons for customer service
- 30 Identify and deal with silent complaints
- 31 Consistency in quality and delivery is key
- 32 A name not a number
- 33 Make your service proactive
- 34 Make promises, keep them but you don't have to beat them
- 35 Improve your service by making it easy for customers to help each other
- 36 The longest lasting emotions in customer experience
- 37 Make sure delivery is not your Achilles' heel
- 38 Reduce effort
- 39 Is customer service going to get worse before it gets better?
- 40 What's your brand's customer service persona?
- Section 4 Keep
- Introduction
- 41 The hole in the bucket syndrome
- 42 Differences in perception exist and matter
- 43 Most loyalty schemes don't create loyalty
- 44 Marginal cost but high perceived value
- 45 Make your customer the hero
- 46 What drives loyalty?
- 47 Complaints are key to retention
- 48 Where you earn loyalty
- Section 5 Refer
- Introduction
- 49 If you don't ask then you won't get
- 50 Proactivity drives advocacy too
- 51 How you can build your own customer referral community
- Part 2 The Business Perspective
- Section 6 Communicate
- Introduction
- 52 Be honest about your surveys and keep them short
- 53 Always feed back and report on results
- 54 When's the best time to survey your customers?
- 55 Be careful when interpreting data
- Section 7 Motivate