Book description
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.
A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes
Includes onsumer insights that will help business leaders deliver a better business experience with every customer
You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.
Table of contents
- Cover
- Contents
- Title
- Copyright
- Dedication
- Acknowledgments
- Chapter 1: How Tweaking the Customer Experience Grows Your Business
- Chapter 2: Technology Armed Consumers with Mighty Big Bullets
- Chapter 3: The Purchase Funnel: Understanding the Customer Experience from Top to Bottom
- Chapter 4: We’re Not “One Size Fits All” Anymore
- Chapter 5: How to Think Like People Not Like You
- Chapter 6: How to Build Social Media into the Customer Experience
- Chapter 7: Your Employees May Kill Your Business, Unless They Know How to Serve Customers Who Aren’t Like Them
- Chapter 8: Seven Principles for Creating a Customer Experience for People Not Like You
- Chapter 9: Matures, Boomers, Gen X, Gen Y, and Gen Z
- Chapter 10: Women and Families
- Chapter 11: Hispanics/Latinos
- Chapter 12: Serving Different Racial and Ethnic Communities
- Chapter 13: Gay, Lesbian, Bisexual, and Transgendered Customers
- Conclusion
- Index
Product information
- Title: Crafting the Customer Experience For People Not Like You: How to Delight and Engage the Customers Your Competitors Don't Understand
- Author(s):
- Release date: November 2012
- Publisher(s): Wiley
- ISBN: 9781118360729
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