Crafting the Customer Experience for People Not Like You: How to Delight and Engage the Customers Your Competitors Don't Understand

Hardcover Non-returnable Discount
Quantity Price Discount
1 - 24 $19.96 20%
25 - 99 $17.46 30%
100 - 499 $16.22 35%
500 + $15.72 37%

LIST PRICE: $24.95




Bestseller
March
2014

Bestseller
December
2013

Bestseller
October
2013

Bestseller
September
2013

Bestseller
July
2013

Bestseller
June
2013


Pages Hardcover: 197
Availability Hardcover: Available
Publisher Hardcover: John Wiley & Sons
Published Hardcover: 11/2012
Language English

Crafting the Customer Experience for People Not Like You: How to Delight and Engage the Customers Your Competitors Don't Understand

By Kelly Mc Donald
Variants
Price by Quantity
$19.96


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.

Look for similar items
Product Identifiers
9781118360729 — Hardcover