В сегодняшнем конкурентном бизнес-климате недостаточно просто удовлетворять своих клиентов. Вы должны делать больше, давая им такой опыт, который они не забудут. Автор Шеп Хайкен 25 лет изучал великие компании и евангелистов, которых они создают. В книге "Культ клиента" Хайкен показывает, как разработать стратегию, которая проведет как клиентов, так и сотрудников через пять различных культурных фаз - от "неопределенности" до "восхищения". Представляя десятки case-study великих компаний, которые прошли этот путь, Хайкен выявляет критические внутренние и внешние изменения, позволившие им построить Культ Клиента - и показывает, как вы можете сделать то же самое. Послание Хайкена мощное и своевременное: чем счастливее ваши клиенты и сотрудники, тем успешнее ваша компания. "Культ клиента" - это ваше руководство по созданию ориентированной на клиента культуры, которая превращает довольных клиентов в евангелистов бренда.
In today's fast paced business world, building alliances with customers isn't enough. Creating meaningful connections that benefit both parties is the key to long-lasting, prosperous relationships. In his latest book, The Cult of the Customer,'New York Times' bestselling author Shep Hyken takes you on a revealing journey into the minds and hearts of those who are deemed customer evangelists; the willing, raving fans that encourage their friends and family to buy your products and (often) even become brand ambassadors.
Drawing heavily on case study examples grounded in actual organizations, The Cult Of The Customer reveals the indispensable ingredients for establishing a culture based on customer satisfaction. Working closely with Hyken, you'll discover crucial strategies for optimal interactions with customers, and the internal systems that allow your organization to balance employee satisfaction along with customer interaction.
Learn how to:
* manage change successfully * establish customer loyalty programs that provide personal attention * foster an exceptional omnichannel experience for customers * engage your employee base as educators, developing passionate advocates for your product or service
With real stories from innovative leaders like Starbucks, Mayo, JPMorgan Chase, Disney and IBM, this empathic, energizing guidebook is indispensable for transforming your brand from 'customer-centric' to 'customer-obsessed'.
Электронная Книга «The Cult of the Customer. Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists» написана автором Shep Hyken в году.
Минимальный возраст читателя: 0
Язык: Английский
ISBN: 9780470463819
Описание книги от Shep Hyken
In today’s competitive business climate, you can’t just satisfy your customers. You have to be better than that, giving them experiences that they won’t forget. Author Shep Hyken has spent twenty-five years studying great companies and the evangelists they create. In The Cult of the Customer, Hyken shows how to design a strategy that leads both customers and employees through five distinct cultural phases – from «uncertainty» to «amazement.» By presenting dozens of case studies that show how great companies made this journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer – and shows how you can do it too. Hyken’s message is both powerful and timely: the happier your customers and employees are, the more successful your company will be. The Cult of the Customer is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists.
