The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success
| Author | : | |
| Rating | : | 4.73 (775 Votes) |
| Asin | : | 0658010042 |
| Format Type | : | paperback |
| Number of Pages | : | 208 Pages |
| Publish Date | : | 2014-02-19 |
| Language | : | English |
DESCRIPTION:
Terry Vavra, Ph.D., is the cofounder and president of Marketing Metrics, Inc. He is the author of Return On Quality and Service Marketing.. He is the author of Aftermarketing and Improving Your Measurement of Customer Satisfaction, and has written numerous articles for Journal of Marketing Research, Journaling of Marketing, Marketing N
The concept is explained clearly using brand experiences almost all of us have surely had."--George Stalk, Senior Vice President, The Boston Consulting Group, Editor, Breaking Compromises"The Customer Delight Principle is a provocative and compelling read."--Ross Goodwin, Corporate Customer Loyalty Manager, Hewlett-Packard Company"Numerous studies have shown that anywhere from 60 percent to 85 percent of customers who switch firms would have been classified as satisfied according to conventional analytic procedures. Organizations that understand our principles and manage accordingly will succeed."--From the PrefaceIn today's Web-shopping, brand-hopping, global competitive environment, customers expect satisfaction. Comprehensive in scope yet focused in treatment, this book reveals how to dramatically increase your organization's positive customer experiences, virtually eliminate the negative, and drive your customers to new leve
Over 60% of customers lost by companies have reported that they were at least "satisfied," in their experience with the company . How to monitor customer delight results, including measurement and validation against revenue, is covered, as is formulating payback curves for a customer delight investment, allocating resources for continued customer delight improvements, and the continued benchmarking of results . Striving for more than customer satisfaction is a key strategy in Customer Relationship Marketing (CRM), the predominant marketing approach of today's most successful traditional and dot-com companies .. The book details ho
Right on the mark! Where have you guys been? "The Customer Delight Principle" by Keiningham and Vavra is the missing link to the mystery of why customer satisfaction, which seems like a sound principle, has failed with so many companies. Customer satisfaction has been perceived as a sound princip. Cornelius P Guth said The Customer Delight Principle. I work in the sanitation industry and boy could the owner of my company as well as all his drivers and helpers could use a good dose of this book. On my companies behalf, I firmly believe and will try to enact some of the basic principles that are disc. "Satisfaction is NOT Enough" according to Shel Horowitz. This rather academically-written, MBA-oriented book emphasizes that merely satisfying your customers isn't enough to build even loyalty, let alone the fervent ardor necessary for customers to recruit more customers on your behalf; you have to delight t