Emotional Value: Creating Strong Bonds with Your Customers

by Janelle Barlow, Dianna Maul

Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences.
Janelle Barlow and Dianna Maul, with more than forty years combined experience in the service industry, detail five practices for adding emotional value to customer and staff experiences.

336 pages, Hardcover

First published January 1, 2000

Reviews

[DilanAc · Rating 4 out of 5]

Very good information that I needed for my job. I did find it a bit repetitive and of course these types of books are never very interesting in and of themselves but if you need to learn anything about customer relations of any type I would highly recommend it.