What Customers Really Want: How to Bridge the Gap Between What Your Organization Offers and What Your Clients Crave

by Scott McKain

Business executive Scott McKain addresses the biggest obstacle to revenue for businesses in the twenty-first century-the disconnect between what customers seek and what organizations deliver. Drawing from his experience as Vice Chairman of a $100 million organization, McKain reveals how to provide a superior client experience and maintain customer loyalty.

Genres: Business

195 pages, Paperback

First published August 16, 2005

Reviews

[Paul · Rating 4 out of 5]

I picked up "What the Customer Wants" [NOT this book] at the library and thought it was a crock. One shelf over, I found relief in "What Customers Really Want". Despite my initial fears, it does a good job of steering away from being just another jingoistic throw-away management fluff piece, and gets down to six very frank points of view on what's wrong with customer service, product development and general management at many companies - and what to do about it.

The problems are depressingly common - the companies I've worked at all suffer from one or more of the problems named in this book - but this is one of the few books that addresses the issues so plainly.

more at http://pratalife.blogspot.com/2008/07...

[Bill Haines · Rating 4 out of 5]

Our Customer Service dept. read this as a group. Very impressive.

[Sadie-Jane Huff · Rating 2 out of 5]

average book. It feels like understanding your customers 101. If that's what you are looking for then this is perfect for you.
if it's not, look elsewhere