What Customers Like about You: Adding Emotional Value for Service Excellence and Competitive Advantage

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What Customers Like about You: Adding Emotional Value for Service Excellence and Competitive Advantage

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Ben & Jerrys, Virgin UK and Nordstrom. These international leaders have discovered the secret Freemantle reveals here: that applying the highest level of emotional intelligence improves customer satisfaction and sustains growth.David Freemantle is one of the worlds leading experts in customer service, leadership, and business management. In this new and innovative book, Freemantle explodes the conventional wisdom that competitive advantage can be obtained by relying on conventional systems when dealing with customers. Freemantle has studied successful companies from all over the world in an attempt to discover how they achieve their competitive advantage. From his research a distinctive pattern of behavior emerged. As well as the effective delivery of value for money products and services, successful companies added emotional value, or e-value, to their dealings with customers. Freemantle shows that in a situation with two companies offering equivalent products and prices, the one using e-value received more customers. What Customers Like About You explores the successes and failures of this practice, because providing additional emotional value to customers at the front-line requires a fundamentally different approach to people management than that advocated over the last two decades. This is essential reading for any manager or businessperson wishing to establish a leading competitive edge for their company.


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Ben & Jerrys, Virgin UK and Nordstrom. These international leaders have discovered the secret Freemantle reveals here: that applying the highest level of emotional intelligence improves customer satisfaction and sustains growth.David Freemantle is one of the worlds leading experts in customer service, leadership, and business management. In this new and innovative book, Freemantle explodes the conventional wisdom that competitive advantage can be obtained by relying on conventional systems when dealing with customers. Freemantle has studied successful companies from all over the world in an attempt to discover how they achieve their competitive advantage. From his research a distinctive pattern of behavior emerged. As well as the effective delivery of value for money products and services, successful companies added emotional value, or e-value, to their dealings with customers. Freemantle shows that in a situation with two companies offering equivalent products and prices, the one using e-value received more customers. What Customers Like About You explores the successes and failures of this practice, because providing additional emotional value to customers at the front-line requires a fundamentally different approach to people management than that advocated over the last two decades. This is essential reading for any manager or businessperson wishing to establish a leading competitive edge for their company.
Additional Information
Title What Customers Like about You: Adding Emotional Value for Service Excellence and Competitive Advantage Height
David Freemantle Width
ISBN-13 9781857882063 Binding
ISBN-10 #1857882067 Spine Width
Publisher Nicholas Brealey Publishing Pages 0
Edition 2010 Availability In Stock

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