Your Customer Rules!: Delivering the Me2b Experiences That Today's Customers Demand

by David Jaffe

While there are growing technological solutions for many challenges that companies face, organizations often struggle to really improve one of the most important: the sales and service experiences they offer customers. Despite extensive--and expensive--efforts, this critical competitive edge remains out of reach for many.In "Give Them What They Want, " Bill Price and David Jaffe reveal the truth about how the best organizations design, measure, and deliver great customer serivce experiences. Based on extensive research into top-performing organizations, they have devised 7 simple principles based on the expressions from customers and employees that correspond with the highest customer retention--and therefore sustained profits. These 7 drivers of great customer experience are: You know me, you remember meYou give me choicesYou make it easy for meYou value meYou trust meYou surprise me withstuff that I can't imagineYou make me better and let me do more

Alongside these 7 drivers, the authors share examples of companies who succeed at customer experience, such as Amazon, Apple, BankWest (Australia), Danaher/Fluke, DIRECTV, FlightCentre, the Gates Foundation, GraniteRock, Honda, Joie de Vivre Hospitality, Kohler, RACV, Starbucks, Telefonica O2, T-Mobile, USAA, Ventre-Privee, and Yamato Transport.

With a simple, elegant solution for driving lasting value for customers by providing a great customer experience, "Give Them What They Want" is essential reading for store managers, contact center managers, leaders of customer-facing teams, and executives.

Audio CD

First published November 13, 2014

Reviews

[Emiel Aerts · Rating 4 out of 5]

Since there were no reviews to be found yet on Goodreads when I saw this book, one might say I took a chance by purchasing this book in hopes of gaining valuable and applicable knowledge. I am glad I did.

This book might be perceived as really dense. In my perception at least, it was. This made for 1) that it was difficult to get through it, relatively, but also 2) that is contains lots of useful information. The authors have done a splendid job, by drawing on numerous case studies, to exemplify in a relevant way the principles they outline in the book. Through successful application of these principles, companies are said to survive and prosper by building strong relationships with customers, so those interested in learning about this topic are the people I'd recommend this book to. I thought it was very funny to read about the 'romantic relationship' approach the authors took to explaining how relationships between businesses and customers come to be, and I found the pyramid approach to the 7 customer needs they introduce to be helpful in terms of understanding the concepts.

To everyone learning about the customer experience area of business, I would recommend this as a must-read.

[Gin · Rating 4 out of 5]

This book has the answers to most questions to anyone who is invested in making their company customer focused. Mostly it digs into hard truth that most owners and leaders will not want to accept and will deny. If you are questioning or denying any points laid out in this book you should be wary that your company is not customer oriented.

[Alaeddin Hallak · Rating 5 out of 5]

A very well-structured book that details with many examples the tenants of exceptional customer service. Especially enjoyed the comics and the many examples driving the point home. Would highly recommend this to anyone starting in the customer experience domain.

I created a mindmap summary of this book:
https://my.mindnode.com/9puD1LzpaFJrC...