Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth.
Learn to:
- Move past "satisfaction" to engagement
- Measure the financial return of engaged customers
- Map your customer touchpoints
- Create measurable customer change
Gain, engage, and retain customers with positive experiences
If you're a businessperson, you know that creating a engaging customer experience is absolutely essential to keep your company relevant and top of mind. This book helps you listen to your customers and offers practical, easy-to-implement solutions for incorporating customer engagement into your business plans to attract loyal, happy customers.
- Dollars and sense -- get down to the nitty gritty of customer engagement and grasp its financial impact on your overall business plan
- Channel your inner Magellan -- map your customer's journey, design a captivating customer experience, and elicit an emotional response from your customers
- Utilize your customer engagement toolbox -- manage customer feedback, foster dialogue, and assemble the right customer experience team
- All about the customer -- discover customer experience metrics, measure performance, maintain alignment, and embed the customer in your culture
Open the book and find:
- Customer experience killers to avoid
- Positive ways to deal with an unhappy customer
- Guidance on defining your customer experience intent
- A four week plan to redesign your touchpoints
- Tips for managing a crack customer experience team
- Unbelievable capabilities of awesome customer advocates
- Ten things to do to improve your own experience delivery
