The client is always satisfied. How to manage expectations, experience and customer memory
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Will the client make a second purchase? Will he write a good review? Will your company recommend friends? It all depends on what will remain in his memory after interaction with you.
Chris Duffy, an expert on service recognized in Europe, is sure that the key to customer loyalty is the management of their expectations and memory. In his book, he offers a program for creating and maintaining positive memories in the minds of buyers, which is essentially the most effective loyalty program in the age of social networks and Internet exhausters. The book is equipped with research links, useful sources on the topic, as well as cases of well-known companies, such as Lexus, Aldi, Dyson, The Ritz-Carlton, Virgin Atlantic and others.
"Loyalty is most often pony, like something like: to scoop to customers in exchange for e-mail cards of loyalty, and then bombard them with letters about discounts and draws. This book reveals what real loyalty is - a murderous weapon of a business that allows you to create a brand capitalization for a long term.
The author translated a complex and reverent substance - the feelings of buyers into the language of simple specific actions and schemes that allow not only to increase customer loyalty - but to do this with the benefit for the company. " Nikolai Molchanov, MBA in the Insead business school, one of the best experts in the field of customer behavior management. The author of the popular Telegram channel "Psychology of Marketing"
Chris Duffy, an expert on service recognized in Europe, is sure that the key to customer loyalty is the management of their expectations and memory. In his book, he offers a program for creating and maintaining positive memories in the minds of buyers, which is essentially the most effective loyalty program in the age of social networks and Internet exhausters. The book is equipped with research links, useful sources on the topic, as well as cases of well-known companies, such as Lexus, Aldi, Dyson, The Ritz-Carlton, Virgin Atlantic and others.
"Loyalty is most often pony, like something like: to scoop to customers in exchange for e-mail cards of loyalty, and then bombard them with letters about discounts and draws. This book reveals what real loyalty is - a murderous weapon of a business that allows you to create a brand capitalization for a long term.
The author translated a complex and reverent substance - the feelings of buyers into the language of simple specific actions and schemes that allow not only to increase customer loyalty - but to do this with the benefit for the company. " Nikolai Molchanov, MBA in the Insead business school, one of the best experts in the field of customer behavior management. The author of the popular Telegram channel "Psychology of Marketing"
Author:
Author:Duffy Chris
Cover:
Cover:Hard
Category:
- Category:Business & Money
- Category:Science & Math
Publication language:
Publication Language:Russian
Paper:
Paper:Offset
Series:
Series: Economics of emotions. How to stimulate customers in the digital era
Age restrictions:
Age restrictions:12+
ISBN:
ISBN:978-5-04-113314-6
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