Book
Crafting the customer experience for people not like you : how to delight and engage the customers your competitors don't understand / Kelly McDonald.
Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service.
Record details
- ISBN: 9781118360729
- ISBN: 1118360729
- Physical Description: ix, 197 pages : illustrations ; 24 cm
- Publisher: New York : Wiley, [2013]
- Copyright: ©2013
Content descriptions
| General Note: | Includes index. |
| Formatted Contents Note: | How tweaking the customer experience grows your business -- Technology armed consumers with mighty big bullets -- The purchase funnel : understanding the customer experience from top to bottom -- We're not "one size fits all" anymore -- How to think like people not like you -- How to build social media into the customer experience -- Your employees may kill your business, unless they know how to serve customers who aren't like them -- Seven principles for creating a customer experience for people not like you -- Matures, boomers, Gen X, Gen Y, and Gen Z -- Women and families -- Hispanics/Latinos -- Serving different racial and ethnic communities -- Gay, lesbian, bisexual, and transgendered customers. |
Search for related items by subject
| Subject: | Customer equity. Customer relations. Consumer satisfaction. |
Available copies
- 1 of 1 copy available at Sage Library System.
Holds
- 0 current holds with 1 total copy.
Show Only Available Copies
| Location | Call Number / Copy Notes | Barcode | Shelving Location | Circulation Modifier | Status | Due Date | Courses |
|---|---|---|---|---|---|---|---|
| Hood River County Library | 658.812 MCD 2013 (Text) | 33892100114934 | Adult Non-Fiction | Available | - |
Electronic resources
- Related Resource: http://www.loc.gov/catdir/enhancements/fy1307/2012289474-b.html
- Contributor biographical information
- Related Resource: http://www.loc.gov/catdir/enhancements/fy1307/2012289474-d.html
- Publisher description
- Version of Resource: http://www.loc.gov/catdir/enhancements/fy1307/2012289474-t.html
- Table of contents only
Summary:
Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service.
