From impressed to obsessed : 12 principles for turning customers and employees into life-long fans /

"Stop satisfying your customers - and start impressing them - using the strategies of Apple, Costco, Disney, and other industry dominators. If you're aspiring to satisfy your customers, then you're aspiring to mediocrity. That's the fascinating premise of From Impressed to Obsess...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Picoult, Jon (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York City : McGraw Hill, 2021.
Edición:1 Edition.
Temas:
Customer relations.
Customer services.
Customer loyalty.
Service à la clientèle.
Consommateurs > Fidélité.
Customer loyalty
Customer relations
Customer services
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • Part One: One customer experience defined
  • Chapter 1: Lessons from Wrap Rage - Chapter 2: Know Your Customer
  • Part Two: The case for customer service
  • Chapter 3: The economic calculus
  • Chapter 4: The competitive bar -Part Three: Staging a great experience
  • Chapter 5: Onstage and backstage
  • Chapter 6: The choreography - Part Four: The 12 principles for creating lifelong fans
  • Chapter 7: Create peaks and avoid valleys
  • Chapter 8: Finish strong
  • Chapter 9: Make it effortless
  • Chapter 10: Keep it simple
  • Chapter 11: Stir emotion
  • Chapter 12: Give the perception of control
  • Chapter 13: Be an advocate - Chapter 14: Create relevance - Chapter 15: Pay attention to the details
  • Chapter 16: Personalize the experience
  • Chapter 17: Deliver pleasant surprises
  • Chapter 18 Recover with style
  • Part Five: The power of principles
  • Chapter 19: Great performances
  • Chapter 20: Start impressing
  • Want more?
  • Notes - Index.

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