Discover the hidden ways to raise your organizations’ customer service experiences from ordinary to extraordinary. If you want to know how strong your company’s customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee’s highest priority, because when it’s not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as: Expressing genuine interest Offering sincere compliments Sharing unique knowledge Conveying authentic enthusiasm Providing pleasant surprises Delivering service heroics when needed Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn’t you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.

Every business knows that the best customer is a happy customer. They return again and again, bring their friends and family, and deliver tons of free advertising via word of mouth and social media. But in order to grow that loyal base, you must be keenly aware of your customers' needs and preferences. Drawing on the latest research in the exploding field of positive psychology, Columbia Business School professor Bernd Schmitt offers three unique approaches any business can use to turning a casual customer into a committed fan: • The Feel-Good Method: Use the experience of pleasure and positive emotion to hook new customers, and watch those feel-good moments transform an impulsive buyer into a committed loyalist. • The Values-and-Meaning Method: Attract passionate customers by appealing to their core values, like being socially responsible, protecting the environment, or living a simple life • The Engagement Method: Get customers to notice a unique or limited offer, immerse them in the experience, and have them share it with friends and family. Schmitt shows marketers, brand managers, and entrepreneurs how to design an authentic and successful campaign that will reach, grow, and sustain a devoted base of customers.

Sure-Fire, Can't-Miss Tips, Techniques, and Ideas for Building Lifelong Customer Loyalty Imagine having the customer-service secrets of the world's most successful businesses right at your fingertips. With this book you can! Authors Donna Greiner and Theodore Kinni spent five years uncovering how Nordstrom, Southwest Airlines, Ritz-Carlton, American Express, and other world-class companies keep their customers for life. The result is 1,001 timely, entertaining, and brilliantly inventive customer-retention ideas. Inside, you'll discover the secrets to: ·Creating products/services tailored to your customers' needs ·Recognizing and rewarding your most profitable trophy customers ·Using three kinds of guarantees to build customer trust ·Turning first-time customers into frequent buyers ·And much more!

The book sets out to be your own, pocket, marketing consultant - without the expense. Not only does it offer some great ideas but it explains how each idea will benefit your business, what you need to do to make it work, and how you can apply it to your own business immediately. Through a series of special response questions it cleverly gets across marketing ideas in combination with the vital thinking behind their application. Furthermore, it does so in a way that transfers 'ownership' of these strategies to you the business manager so that you feel thoroughly motivated and inspired to act. Whether you run a product or service-led business, it will help you to: - Understand your market place, your competition and your customer - Create a clear and focused business proposition - Develop credible marketing messages that attract your target customer - Decide on the most effective marketing methods for your business - Attract new customers, and boost business with existing customers - Build your business profile so that it's always working for you - Sell yourself and your business with ease and confidence - Complete your marketing plan and create a successful marketing system The ideas are presented separately in bite-sized chunks so that you can devote just a little thinking and reflection time to each one before - most importantly - making it all happen. Contents: About the Author; Prace; Chapter 1. Introduction; Chapter 2. How to get started - evaluating where you are now; Chapter 3. Getting clear about where you're going; Chapter 4. Understanding your marketplace and your competition; Chapter 5. Understanding your customer; Chapter 6. Creating solid foundations; Chapter 7. Getting the price right; Chapter 8. Developing your marketing message; Chapter 9. Determining your marketing methods; Chapter 10. Marketing methods that boost business with existing customers; Chapter 11. Marketing methods that attract new customers; Chapter 12. Profile building marketing; Chapter 13. Selling your services; Chapter 14. Completing your marketing plan; Chapter 15. The simple things that make a big difference; Chapter 16. Creating a marketing system; Chapter 17. Making it happen.

"This classic article shows how to make mass customization and efficient and personal marketing work by putting companies and their consumers in a "learning relationship." Over time, this ongoing relationship allows your company to meet customers' changing needs, develop learning relationships with them, and retain their business forever."--Provided by publisher.

About the Book: Customer Relationship Management CRM was born in the 1990s in the West. In the initial phases, the over enthusiastic businesses invested almost US$ 400 billion. But, the very same businesses were disheartened very soon primarily because there were no * visible. And, there were no quick results mainly because 80 per cent of the investments were made in technology. 'CRM' meant 'technology' to them then; 'CRM' means 'technology' to them even today. However, no business need bother so long as it is ready to go by the 'human' aspect of CRM, and take technology only as a facilitator. This book is an attempt to present this 'human' side of CRM. The authors' belief is that, in the long-term, CRM can be successful only due to its 'human' face. The book is arranged in three Parts. Part I, Customer Relationship Management, contains the academic inputs titled as Customer is King, Customer Managed Relationships MINI-Marketing, Types of CRM, Building Blocks of CRM & CRM Strategies, Customer Relationship Management by Indian Firms, Customer Retention Strategies, HRM in CRM, and Implementing a Technology-based CRM Solution. Part II, Call Centre Management, covers the areas concerning the working of a call centre titled as The Call Centre, Call Centre Functionality, Team Building, Customer Relationship Management, Web-based Customer Support, and Contact Centre Glossary. Part III, Cases, gives a first-hand idea of the working of CRM in the more peculiar contexts, like public sector undertakings through five well documented cases. Contents Part I: Customer Relationship Management, Customer is King, Customer Managed Relationships-Mini-Marketing, Types of CRM, Building Blocks of CRM & CRM Strategy, Customer Relationship Management by Indian Firms, Customer Retention Strategies, HRM in CRM, Implementing a Technology-based CRM Solution, Future Trends in CRM Part II: Call Centre Management, The Call Centre, Call Centre Functionality, Team Building, Customer Relatio

Delivering an effective media interview today is more challenging than ever before. Today's media spokesperson must compete with shrinking audience attention spans, cope with social media overload, and confront sensationalized reporting. Given those challenges, how can you create positive messages that cut through the noise and motivate your audiences? How can you respond to difficult questions in a confident manner that increases your credibility? And how can you navigate your company through a media crisis so it becomes a mere blip instead of a reputation-destroying disaster? Brad Phillips, one of the world's top media trainers, will lead you through an engaging mix of 101 two-page lessons, three dozen real-life case studies, and several hands-on exercises. He will teach you how to become an effective media spokesperson, eliminate your fear, build your brand, and enhance your reputation. You will learn how to: -Master the ground rules for working with reporters -Create memorable media messages -Support your message with media-friendly stories, statistics, and sound bites -Deliver a winning interview -Answer tough questions -Adjust your approach for print, radio, television, and social media -Use positive body language that reinforces your message -Dress for television -Prepare for and manage a media crisis One of the most comprehensive and well-organized books ever published on the topic, The Media Training Bible will prepare you for today's media culture, in which a tweet can become newsworthy and a news interview can become tweet-worthy.