A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.

The ultimate guide to customer satisfaction, from the people who understand it better than anyone For nearly forty years, J. D. Power and Associates has been synonymous with measuring customer satisfaction and helping businesses understand what customers really want. Now two of the company's senior executives, Chris Denove and James D. Power IV, unlock the vault on decades of closely guarded research data?and insights previously available only to the firm's clients. This is the first book that really explains how great companies like Lexus, UPS, JetBlue, and Enterprise Rent-A-Car get it right, delivering consistently high customer satisfaction and translating it into profitable growth. It will teach you, for instance, how to: -Understand the financial link between satisfaction and profits -Turn customers who are simply ?satisfied? into vocal advocates - Empower frontline employees to do the right thing - Use problem resolution as an opportunity to make new fans Satisfaction offers advice for companies large or small, for product manufacturers, service providers, and retailers alike. It delivers not just a stockpile of customer research, but a road map to developing specific policies and processes. It also tells fascinating stories of companies that don't just talk the talk, but walk the walk every day—and of other companies that ignored the voice of the customer, with dire consequences.

Studies show that customer satisfaction does not equate with continued sales--it is the "loyal" customer who resists the competitor's tempting offers. This pragmatic guide outlines a savvy, seven-step process for turning prospects into customers and customers into loyal advocates.

How do you keep your customers coming back - and get them to bring others? This collection of HBR articles helps you: turn angry customers into loyal advocates; get more people to recommend you; boost customer satisfaction by satisfying your employees; and, focus on profitable customers - whether they're loyal or not.

The legendary marketing consultant shares the secret to getting the most out of your advertising—by being outrageous—in this classic small business guide. When a sprinkler malfunctioned at his Baltimore menswear store, Bill Glazer could have done the normal thing and sold the wet merchandise to a Jobber—a business that buys damaged goods in bulk. Instead, he did something OUTRAGEOUS: he created an out-of-the-box ad campaign that resulted in far better returns. And it was easy. In this classic guide to small business advertising, Bill teaches readers the secrets to advertising that actually works. Rich with examples and stories showing exactly how to implement a successful OUTRAGEOUS program, this book cracks the code on getting noticed in ways that increase your sales!

What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a massive impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience - something they remember. When they have a negative experience, they tend to vote with their feet (and their wallets) and head straight to your competitors. When customers have positive emotional experiences, it anchors them to your brand, your product or service, and ultimately to you. In the twenty-first century, competitive advantages derived from unique products are services are short-lived because competitors are able to quickly and easily duplicate or match your offering. Likewise a focus on customer satisfaction and loyalty will no longer give you the competitive edge. Delivering a legendary customer experience has emerged as the single most important competitive advantage for companies across all industries. In People Love You you’ll learn the real secrets of customer experience including: 7 Essential Principles of Customer Engagement 5 Levers for Creating a Legendary Customer Experience The Secret to Bridging the Experience Gap How to Leverage the Pull Strategy to become a Trusted Advisor 2 Most Important Rules for Dealing with Pissed-off Customers In a hypercompetitive, global marketplace protecting your company’s customer base, the lifeblood of your business, must become your number one priority. The rubber hits the road with account managers, project managers, sales professionals, and customer service professionals—the people most connected to customers—who are on the frontlines of customer experience. They build unique and enduring emotional connections with customers that creating long-term revenue and profit streams. In People Love You, human relationship guru, Jeb Blount, gives you a powerful playbook for interacting with customers in a way that creates deep, enduring, visceral connections that withstand relentless economic and competitive assaults.

Jeffrey Gitomer’s SALES MANIFESTOImperative Actions You Need to Take and Master to Dominate Your Competition and Win for Yourself...For the Next Decade After 50 years of successfully making sales all over the world. After delivering more than 2,500 customized speeches to the world's biggest companies. After establishing an unrivaled social platform with millions of views and followers. After leading the marketplace with Sell or Die podcast. After delivering more than 350 sold-out public seminars to audiences all over the globe. After writing 13 best-selling books including The Sales Bible and The Little Red Book of Selling… Jeffrey Gitomer has finally written the SALES MANIFESTO. A book that sets the standard, and lays bare what it will take for salespeople to succeed now, and for the next decade. The book, and it’s resource links, will take you, the reader to explanations that will disrupt old world sales tactics that no longer resonate with buyers, and sets easy to understand and implement elements of what it will take to win more profitable sales. Here’s a brief explanation of what’s in store as you read, watch, learn, and implement: The MANIFESTO identifies in simple language the 5.5 parts of the new sale, and builds easy-to- learn and easy-to-implement models for each component: 1. Value Attraction (creating social messages that make the reader want more) 2. THEM Preparation (planning strategy, getting ready, and executing) 3. Value Engagement (attraction PLUS value) 4. Connection and Completion (perceived value beyond price in both “how to connect” and “connect to make a sale”) 5. Building profitable long-term relationships (loyal, value driven customers) 5.5 Building a permanent referable first-class reputation (both online and community based) This book is not just the answer – it’s a no bullshit book of ANSWERS and ACTIONS that will put you on top of your sales world and keep you there. MANIFESTO is not just MORE. MANIFESTO is… Think. Read. Experience. Observe. Collect – ideas and friends. Expose your thoughts. Attract. Prepare and Be Prepared. Internet. Intend. Engage. Relate. Differentiate. Prove value. Serve with pride. Reward – yourself and others. Love it or leave it. Do the right thing all the time.