Touching Customers – The Magic of Getting Them to Open Their Wallets

Author: (American) Zemke et al.
Publisher:
Publish Date: 2005-07-01
Features: "The author reveals a secret to creating joy, which is a tool for winning customer loyalty." — Ken Blanchard, one of the authors of The One-Minute Manager "I give this book two thumbs up. It reveals the secret of customer loyalty in a vivid and actionable way." — Bob Gault, President and Chief Operating Officer of Universal Orlando "For anyone dedicated to making customer experiences extraordinary rather than ordinary, this book is a must-read!" — James M. Mapes, author of Quantum Leap Thinking "This book elevates our understanding of exceptional service, accurately revealing the elements that win customer delight." — Judith S. Casson, former President and co-founder of Customer Research Company "Bland, boring service makes customers bored. How can we win their attention, appreciation, and loyalty? Use the magic of surprise to delight them! Create a legendary experience for customers with joy, surrounding them with happiness far beyond their highest expectations. Add passion and value to their experiences, making them unforgettable. Give customers an experience they never expected. Real-life examples from various industries in the book reveal the creativity and fun in serving customers, even some humor. This book will reveal the magic formula that delights customers and teach you how to use the three elements—place, process, and performance—to create magical service experiences for customers, thereby winning their loyalty. This is also the key to ensuring that customers trust you in the future."