Delivering Fantastic Customer Experience - 9780367347987

Taylor & Francis

Delivering Fantastic Customer ExperienceHow to Turn Customer Satisfaction Into Customer Relationships\nAuthor(s): Daniel Lafrenire\nFormat: Hardback\nPublisher: Taylor & Francis Ltd, United Kingdom\nImprint: CRC Press\nISBN-13: 9780367347987, 978-0367347987\nSynopsis\nIf you dont offer great customer experience, your main competitors will take away 50% of your business. Period.\n\nGone are the days in which businesses could simply offer an \""OK\"" experience and get away with it. In todays hypercompetitive environment, companies can no longer be just B2C or B2B. They must become B2Me more personal, more relevant. With customers having higher expectations and access to more information than ever before, companies must create stellar, frictionless, personalized, and memorable customer experiences, if they plan to stay in the game.\n\nIn this book, you will learn: \n\n What customer experience truly is. \n\n How emotions can increase customer loyaltyor make customers ditch a brand. .