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Title Details

RRP / List Price: $40.99

Title   Crafting the Customer Experience for People Not Like You : -- - How to Delight and Engage the Customers Your Competitors 

ubiq Price: $36.89

Author   MCDONALD Kelly  ISBN   9781118360729  Add to shopping cart   
Publisher   John Wiley & Sons  Group   Commerce/Law View shopping cart
Binding   Hardback Category   Communicatio  Terms and conditions
Edition   2012 Type   Go back
Publication Year   2012 
Subject   Sales & marketing 
Stock Status   Not currently in stock - contact store for availability 
Order Status   Not currently on order 
Synopsis Deliver a better business experience, for every kind of customer

A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. "Crafting the Customer Experience to People Not Like You" shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributesIncludes onsumer insights that will help business leaders deliver a better business experience with every customer

You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.

Featured in the January 2013 Business newsletter.
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