Crafting the customer experience for people not like you : how to delight and engage the customers your competitors don't understand / Kelly McDonald.

By:

McDonald, Kelly, 1961-

Material type: Text

TextPublication details: New York : Wiley, c2013.Description: ix, 197 p. : ill. ; 24 cmISBN:

9781118360729
1118360729

Subject(s):

DDC classification:

658.812 23

Summary: 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.

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Holdings
Item type	Current library	Home library	Shelving location	Call number	Status	Date due	Barcode	Item holds
Book	Owen R. Hopkins Public Library	Owen R. Hopkins Public Library	Nonfiction	658.812 MCD (Browse shelf(Opens below))	Available		43185000536019

Total holds: 0

Includes index.

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.

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