{"product_id":"people-love-you-the-real-secret-to-delivering-legendary-customer-experiences-hardback-9781118433249","title":"People Love You; The Real Secret to Delivering Legendary Customer Experiences (Hardback) 9781118433249","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003ePeople Love You\u003c\/font\u003e\u003cbr\u003e\r\n\u003cfont size=\"5\"\u003eThe Real Secret to Delivering Legendary Customer Experiences\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\u003cp\u003e\u003cfont size=\"4\"\u003eJeb Blount (Author)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9781118433249, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eHardback, published 25 January 2013\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e192 pages\u003cbr\u003e21.8 x 14.5 x 2.5 cm, 0.34 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eWhat you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. \u003ci\u003eExperience\u003c\/i\u003e has a massive impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience - something they remember. When they have a negative experience, they tend to vote with their feet (and their wallets) and head straight to your competitors. When customers have positive emotional experiences, it anchors them to your brand, your product or service, and ultimately to \u003ci\u003eyou\u003c\/i\u003e. \u003c\/p\u003e \u003cp\u003eIn the twenty-first century, competitive advantages derived from unique products are services are short-lived because competitors are able to quickly and easily duplicate or match your offering. Likewise a focus on customer satisfaction and loyalty will no longer give you the competitive edge.  Delivering a legendary customer experience has emerged as the single most important competitive advantage for companies across all industries. In \u003ci\u003ePeople Love You\u003c\/i\u003e you’ll learn the real secrets of customer experience including: \u003c\/p\u003e \u003cul\u003e \u003cli\u003e7 Essential Principles of Customer Engagement\u003c\/li\u003e \u003cli\u003e5 Levers for Creating a Legendary Customer Experience\u003c\/li\u003e \u003cli\u003eThe Secret to Bridging the Experience Gap\u003c\/li\u003e \u003cli\u003eHow to Leverage the Pull Strategy to become a Trusted Advisor\u003c\/li\u003e \u003cli\u003e2 Most Important Rules for Dealing with Pissed-off Customers\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eIn a hypercompetitive, global marketplace  protecting your company’s customer base, the lifeblood of your business, must become your number one priority. The rubber hits the road with account managers, project managers, sales professionals, and customer service professionals—the people most connected to customers—who are on the frontlines of customer experience. They build unique and enduring emotional connections with customers that creating long-term revenue and profit streams. In \u003ci\u003ePeople Love You\u003c\/i\u003e, human relationship guru, Jeb Blount, gives you a powerful playbook for interacting with customers in a way that creates deep, enduring, visceral connections that withstand relentless economic and competitive assaults.\u003c\/p\u003e\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eAbout the Author ix\u003c\/p\u003e \u003cp\u003eChapter 1 What’s Love Got to Do with It 1\u003c\/p\u003e \u003cp\u003eChapter 2 The Seven Essential Principles of Customer Engagement 19\u003c\/p\u003e \u003cp\u003eChapter 3 The Five Levers of Customer Experience 33\u003c\/p\u003e \u003cp\u003eChapter 4 Put Customers First 41\u003c\/p\u003e \u003cp\u003eChapter 5 Connect 73\u003c\/p\u003e \u003cp\u003eChapter 6 Solve Problems 97\u003c\/p\u003e \u003cp\u003eChapter 7 Build Trust 125\u003c\/p\u003e \u003cp\u003eChapter 8 Create Positive Emotional Experiences 149\u003c\/p\u003e \u003cp\u003eChapter 9 Make Breaking Up Hard to Do 163\u003c\/p\u003e \u003cp\u003eAcknowledgments 181\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Business \u0026amp; management [\u003ca title=\"See our other books on Business \u0026amp; management\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Business%20\u0026amp;%20management%20%5BKJ%5D%22\"\u003eKJ\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"Wiley","offers":[{"title":"Brand New","offer_id":52470029156632,"sku":"9781118433249","price":15.46,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9781118433249.jpg?v=1785628877","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/people-love-you-the-real-secret-to-delivering-legendary-customer-experiences-hardback-9781118433249","provider":"Freshly Printed Books","version":"1.0","type":"link"}