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!

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

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.

Sometimes, it's not easy to find the silver lining. While positivity is about looking at the bright side of things, the magic mindset embraces and accepts that it is not always possible to do so. Sometimes things get so bleak that our mind refuses to accept that there can be a silver lining. In this book, Preeti Shenoy gives you a set of principles for every area of life, designed to help us shift our perspective from hopelessness to hope, from despondency to joy, from cynicism to belief - a belief that change is coming, and things are not as bad as they seem. Perfect reading for the difficult times that we are living in, The Magic Mindset is full of tips, suggestions, fun exercises and practical advice on career, family, health, relationships, finances, social media, and more. It also includes inspiring stories and anecdotes from Preeti's own life. A cornerstone for all those who want to change their outlook, The Magic Mindset helps us build a purposeful and joyful life.

Learn how to make your customers happy and improve your business! The six key steps give you all the tools you need to give your customers the satisfaction they require and also highlights best and worst practice by focusing on specific companies. Instructive and helpful, learn from your mistakes and put into practice long term measures to benefit your business.