Understand Consumer Psychology to Drive Profits and Growth
Want to know exactly what's driving your customer's
behavior?
"NOW YOU CAN "
"The Customer Service Solution" explains how consumers perceive
services and shows you how to enhance the customer
experience--every time.
In this economic climate, the customer service experience is
more critical than ever. Most leading service firms advocate the
TLC mantra: Think Like a Customer. That's a good practice, but
first you have to understand what your customer is thinking and
feeling. Today's business leaders cannot afford to neglect the
psychological principles that govern customer satisfaction and
long-term loyalty.
What are the factors that really determine customer
satisfaction? Two of the nation's leading authorities on service
psychology, Sriram Dasu and Richard Chase, have written this
groundbreaking guide that identifies and demystifies the
psychological triggers behind customer behavior. You'll go where
customer satisfaction surveys, mystery shoppers, and focus groups
can't--and learn exactly why customers respond and behave the way
they do.
With findings drawn from behavioral science research, this book
provides all the tools you need to evaluate your current service
platforms and design future strategies to enhance customer
perceptions positively and drive your sales.
"The Customer Service Solution" illustrates why even companies
with high levels of satisfaction are missing tremendous
opportunities by neglecting the emotional elements that govern
consumer interactions.
This book will show you how to: Shape and manage customer
perceptions Understand implicit versus explicit outcomes Develop
the roles of control and choice among buyers Design emotionally
intelligent processes Build trust among customers
Whatever your business may be--healthcare, hospitality,
financial services, e-commerce, and more--this book is an essential
tool to help you increase profits by leveraging your company's
customer experience.
PRAISE FOR "THE CUSTOMER SERVICE SOLUTION: "
""Harnessing the power of emotions will help to drive an
exceptional customer experience creating customers for life to help
your business thrive. Finally, a guide to help us better understand
how to do this."" -- James Merlino, MD, Chief Experience Officer,
Cleveland Clinic
""Required reading for anyone designing a service encounter.""
-- James Heskett, Professor Emeritus, Harvard Business School,
coauthor of The Service Profit Chain and Service Future
""I have always known that our customers shop with us because
they want to, not because they have to. How to make them want to is
the secret that this great book unlocks."" -- Kevin Davis,
President and CEO, Bristol Farms
"" Dasu and Chase] share easy-to-understand ideas and guidance
to operations managers who typically do not think about the
psychology of customers in designing their services."" -- Mary Jo
Bitner, PhD, Professor and Executive Director, Center for Services
Leadership, W. P. Carey School, Arizona State University
""Dasu and Chase provide an excellent set of ideas for
delivering emotional customer service experiences through systems
and operations."" -- Rodolfo Medina, Vice President, Marketing
& Commercial, Rock in Rio
""This book provides valuable insights to managing and molding
the customer's emotional journey, leading to ultimate satisfaction
and sustainable loyalty."" -- Ali V. Kasikci, Regional Managing
Director, Orient-Express
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