If you don't offer great customer experience, your main competitors
will take away 50% of your business. Period. Gone are the days in
which businesses could simply offer an "OK" experience and get away
with it. In today's hypercompetitive environment, companies can no
longer be just B2C or B2B. They must become B2Me - more personal,
more relevant. With customers having higher expectations and access
to more information than ever before, companies must create
stellar, frictionless, personalized, and memorable customer
experiences, if they plan to stay in the game. In this book, you
will learn: * What customer experience truly is. * How emotions can
increase customer loyalty...or make customers ditch a brand. *
Which behaviors and attitudes lose customers. * Ten easy,
practical, and proven ways to immediately improve your customer
experience. * What renowned companies do to offer the best customer
experience. This book is for anyone who works serving customers in
a B2C company or other businesses in a B2B environment. Everyone
has an important role to play in creating a good customer
experience, whether it be managers, associates, sales reps,
marketing professionals, web strategists, accountants, customer
service reps, delivery people, or installers. No matter what role
you play, this book offers easy tips, recommendations, and examples
to help improve customer experience, realistically, sustainably,
and affordably.
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