Amaze your customers! : creative tips on winning & keeping your customers

著者

書誌事項

Amaze your customers! : creative tips on winning & keeping your customers

Daniel Zanetti

Kogan Page, 2006

タイトル別名

Kundenverblüffung : kreative Tipps, wie Sie Ihre Kunden nachhaltig an sich binden

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Includes index

内容説明・目次

内容説明

Competition between businesses is fierce, be they multi-national corporations or rival corner shops. Every company needs custom and must hang on it to survive. In this fascinating title Daniel Zanetti explores the ways in which sellers and service providers can reach and win over new customers. Packed with real-life stories of good and bad customer experiences, this book illustrates how incredibly important customer satisfaction is not only for attracting new customers but also for building lasting customer relationships which will ultimately shape the reputation of the company. Advice is also given on how to differentiate a business from its competitors, so enabling managers to be clear about the businesses unique selling proposition (USP). Zanetti also asks readers important questions that will help business people formulate a 'Customer Amazement Strategy'. Everyone involved in selling and providing a service will benefit from reading this book. It covers a range of industries including: hotels; salons; garages; supermarkets; health and leisure centres; insurance companies; fashion retailers; airlines; call centres and many more.

目次

Introduction 1 Amaze your customers! Joe Friedmann Satisfied is not satisfied enough Offer more than the customer expects The desperate quest for uniqueness Welcome to the emotionless world of the customer A look in the rear-view mirror An astonishing metamorphosis -- when a seller becomes a buyer They need to know you See things through the eyes of your customer and be innovative! Courage, goodwill and consistency -- an unbeatable trio A matter of timing The brand 'Me' Don't forget to listen Critical questions on customer amazement strategies 2 Joe Friedmann's amazing experiences as a customer Make yourself at home No overhead projector required A little 'light' refreshment? With the compliments of the chef Taxi! Coffee, tea, mineral water, Coke, sandwiches 35, 0 Euros -- and no takers Unleaded, please Is the water temperature ok? The smallest room -- a horror scenario Children welcome Pizza Quattro Cartone In the retirement home A trip to the mountains At the supermarket A set of snow tyres, please We hope you have enjoyed flying with us An overdose of perfume Cool Caribbean dream Wanted -- fashion consultant Can I help you? Please hold the line Open wide! Take a seat in the waiting room I need help! Language lessons at the florist's Cats would buy goldfish flakes When the boss makes a speech Project 'Christmas gifts for our customers' Fully booked The man from the insurance company Craftsmen wanted Two customers less 3 You need cheese to catch a mouse Pay effective compliments Complain, but do it properly! 4 And the winner is ... Win the 'Joe Friedmann Customer Amazement Award'! The customer has the last laugh

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