People Love You: The Real Secret to Delivering Legendary Customer Experiences

by Jeb Blount

What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a massive impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience - something they remember. When they have a negative experience, they tend to vote with their feet (and their wallets) and head straight to your competitors. When customers have positive emotional experiences, it anchors them to your brand, your product or service, and ultimately to you.In the twenty-first century, competitive advantages derived from unique products are services are short-lived because competitors are able to quickly and easily duplicate or match your offering. Likewise a focus on customer satisfaction and loyalty will no longer give you the competitive edge. Delivering a legendary customer experience has emerged as the single most important competitive advantage for companies across all industries. In People Love You you'll learn the real secrets of customer experience Essential Principles of Customer Engagement 5 Levers for Creating a Legendary Customer Experience The Secret to Bridging the Experience Gap How to Leverage the Pull Strategy to become a Trusted Advisor 2 Most Important Rules for Dealing with Pissed-off Customers In a hypercompetitive, global marketplace protecting your company's customer base, the lifeblood of your business, must become your number one priority. The rubber hits the road with account managers, project managers, sales professionals, and customer service professionals--the people most connected to customers--who are on the frontlines of customer experience. They build unique and enduring emotional connections with customers that creating long-term revenue and profit streams. In People Love You, human relationship guru, Jeb Blount, gives you a powerful playbook for interacting with customers in a way that creates deep, enduring, visceral connections that withstand relentless economic and competitive assaults.

Genres: Business, Nonfiction

192 pages, Kindle Edition

First published January 22, 2013

Reviews

[Emileigh · Rating 3 out of 5]

Work read- great for someone without emotional intelligence or situational awareness

[Miguel · Rating 3 out of 5]

I am a fan of Jeb Blount and got the set. But I realized that people buy you, people follow you and this people love you are basicly the same book with here and there a change.

[JuanPe Belmonte · Rating 3 out of 5]

‘People Love You’ es una lectura interesante y consistente con el estilo de otros libros de Jeb Blount. Ofrece valiosas perspectivas para cualquier persona en roles de Customer Success, enfocándose en cómo construir relaciones sólidas y brindar un servicio excepcional. Un recurso útil para quienes buscan mejorar la conexión y fidelidad con sus clientes.

[Kelly Mcquiston · Rating 4 out of 5]

Quick read with great reminders that should seem obvious and yet are likely forgotten by those of us in the customer experience industry as we get mired in our daily workload.

[Nicholas Why · Rating 3 out of 5]

Not that you didn't already realise some of the things being written about in this book but u get reaffirmation. If u have reasonably high EQ, these techniques act as good reminders. If u need to have 1 take away: Listening to customers will get u everywhere.

[Heather · Rating 3 out of 5]

This book is a good guide to some basics of customer service. Anyone who is familiar with the topic though could probably skip this one.

[Sincerely Mai · Rating 2 out of 5]

Sorry to say but nothing new to learn for me except some positive sayings and quotes which I can reflect. No recommend for this book.

[Carol Keller · Rating 3 out of 5]

This was speaker at RE/MAX Integra event in Indy. A basic customer service book. I really want to read another of his books