June 2019
Intermediate to advanced
154 pages
3h 46m
English
Content preview from Service Excellence in Organizations, Volume I
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Exceeding Customer Needs and Expectations
Chapter Objectives
- To understand the importance of customer needs and the sources of customer satisfaction
- To understand how businesses can exceed customer expectations
- To appreciate how to manage diverse target groups with a focused marketing mix
- To appreciate the key role played by staff in delighting customers
- To identify how innovation can help you continue to engage and delight customers
- To make recommendations to exceed customers’ base expectations
- To appreciate the shift toward experiences as purchases
Chapter Profile
This chapter explores why customer needs are paramount and discusses customer needs versus customer desires—what do customers really want? It looks at customer expectations ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.