Your Customer Rules! Delivering The Me2B Experiences That Today'S Customers Demand
商品資訊
ISBN13：9781118954775
出版社：John Wiley & Sons Inc
作者：Price
出版日：2014/11/21
裝訂／頁數：精裝／272頁
規格：24.1cm*16.5cm*2.5cm (高/寬/厚)
商品簡介
Grounded in this shift, Your Customer Rules! reveals the truth about how the best organizations design, measure, and deliver great customer serivce experiences. Based on extensive research into top-performing organizations, Bill Price and David Jaffe have devised 7 simple principles that correspond with the highest customer retention--and therefore sustained profits. These 7 drivers of great customer experience are:
- You know me, you remember me
- You give me choices
- You make it easy for me
- You value me
- You trust me
- You surprise me withstuff that I can't imagine
- You make me better and let me do more
Alongside these 7 drivers, the authors share examples of companies who succeed at customer experience, such as Amazon, DIRECTV, FlightCentre, Ventre-Privee, and Yamato Transport.
With a simple, elegant solution for driving lasting value for customers by providing a great customer experience, Your Customer Rules! is essential reading for store managers, contact center managers, leaders of customer-facing teams, and executives.
作者簡介
BILL PRICE was Amazon's first global VP of customer service. He is founder of the Global Operations Council, chair of the Chief Customer Officer Forum in the Americas, founder of Driva Solutions LLC, co-founder of the Limebridge Global Alliance and a partner with Antuit. Price is a frequent keynote speaker, graduate school instructor in marketing and global business management, and advisory board member. He lives in Washington State, USA.
For more information, please visit www. drivasolutions.com and www.antuit.com
DAVID JAFFE is the consulting director and founder of LimeBridge Australia. He created the Chief Customer Officer Forum in Australia and has spoken at events and conferences in Australia, Asia, and North America. He has consulted in Britain, Ireland, Australia, India, New Zealand, Hong Kong, the Philippines, Singapore, and the United States. He lives in Melbourne, Australia.
For more information, please visit www.limebridge.com.au
Together, Bill Price and David Jaffe are the authors of The Best Service Is No Service (Jossey- Bass, 2008)
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