Energize, Excite, Elate

Chapter Objectives

  • To outline the role repeat business plays for company, staff, and customer, and its link to service excellence
  • To offer frameworks for continuing brand engagement
  • To suggest techniques to deepen the customer relationship
  • To introduce ways of keeping the brand fresh and exciting for the customer
  • To offer suggestions for bringing joy to customers, and ­making them feel that the organization has gone the ­proverbial extra mile
  • To consider the excitement offered by new technologies

Chapter Profile

Repeat business is the lifeblood of any organization, and also the most profitable business the organization does, as the staff know the customer, and the sale reinforces the relationship, rather than ...

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