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90%
This book was recently re-written with about 20% new content, including dozens of real stories about customers who had their expectations exceeded.
THIS BOOK WILL HELP YOU:
- CREATE AND SUSTAIN A STRONG SERVICE CULTURE
- UNDERSTAND EXACTLY WHAT “EXCEED” LOOKS LIKE
- IMPROVE CUSTOMER PERCEPTION OF YOUR BUSINESS
- INCREASE PROFITS BY INCREASING SERVICE STANDARDS
- Change customers from apathetic to advocates
Simply meeting the customer’s expectations creates a base of customers who are apathetic (not loyal). If your competition offers a better value, these customers will abandon you. The goal must be to exceed each customer’s expectations so that we create advocates. Advocates are not only fiercely loyal, but they also become promoters and tell other people about you.
This book is about how everyone we interact with should be treated with ultimate respect: customers, co-workers and vendors. Brad provides you with dozens of real-life examples of employees and businesses that have exceeded their customer’s expectations and created lasting memories. This book is a must read for all employees, in all industries, regardless of their job responsibilities. |
