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CUSTOMER DELIGHT PLAYBOOK: DELIGHTING YOUR CUSTOMERS EVERY. SINGLE. DAY. [Ebook]

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CUSTOMER DELIGHT PLAYBOOK: DELIGHTING YOUR CUSTOMERS EVERY. SINGLE. DAY.  [Ebook]

Sujan Petal has shared his great EBOOK for FREE. Read the message from him and download the Ebook for FREE.

Customer loyalty is the driver behind the two most profitable customer acquisition channels: word-of-mouth and repeat business.

But in the world of Amazon, Yelp, and easy comparison shopping, customers are less loyal than they used to be.

Good for consumers, but not so good for most businesses.

Unless you FOCUS on delighting your customers. Every. Single. Day.

That’s why I put together The Customer Delight Playbook… to share with you:

  • What customer delight really means
  • How companies are succesfully leveraging customer delight
  • How to incorporate customer delight into every part of your organization

This 10,000 word playbook is the most complete guide to customer delight on the web right now, so if word-of-mouth and customer experience are important to your business, you need to check it out.

CONSUMERS ARE LESS LOYAL THAN THEY USED TO BE

There are many reasons why this is. Confession time: I don’t know them all. What I do know is that increased choice and access to information have a lot to say for themselves. Let’s travel back 15 years or so… Can you remember how we shopped before “internet shopping” really took off? Before Amazon ruled the web (and the world)? We’d visit an actual shop, and (within reason) we would pay the price they asked for whatever we wanted to buy. “Shopping around” happened, but not much. It wasn’t worth it to save a dollar or two (especially when the cost of traveling between stores was factored in). If there were multiple stores close to us selling similar products, loyalty would generally determine where we’d head.

But online…

Online it’s so easy to let price drive purchasing decisions. Just look at Google shopping. We can enter the name of the product we want to buy and compare price and shipping costs from a whole range of retailers – all without even visiting their websites. Life isn’t much easier for B2B companies, either. The web allows us to read reviews, ask questions on forums, and even research the financial health of a company we’re interested in working with. In client-facing industries, the internet makes it easier to work with companies outside of our immediate area.

You can still win customer loyalty – you’ll just need to work a little harder for it.’

A once-loyal customer base can easily disappear within twelve months – just look at how many of Nokia’s loyal customers jumped ship to Apple or Samsung without a second thought. On the other hand, many consumers are willing to attach themselves to certain brands as long as they have an emotional attachment. Research has revealed that consumers are prepared to commit to up to five brands as long as they believe the brand adds value to their lives or society in general. In other words, a certain brand paradox exists in the world today where people will wholeheartedly buy into specific brands, while putting less trust in brands in general at the same time. – Steven Van Belleghem, MYcustomer

 

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