Your Customer Rules!: Delivering the Me2B Experiences That Today's Customers Demand

  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 me You give me choices You make it easy for me You value me You trust me You surprise me withstuff that I can't imagine You 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.