Free standard shipping on all orders
  • Visa
  • Master Card
  • American Express
  • Apple Pay
  • Google Pay
  • JCB

Delivering Fantastic Customer Experience: How to Turn Customer Satisfaction Into Customer Relationships book cover

1st Edition

Delivering Fantastic Customer Experience How to Turn Customer Satisfaction Into Customer Relationships

By Daniel Lafrenière Copyright 2020
112 Pages 5 B/W Illustrations
by Productivity Press

112 Pages 5 B/W Illustrations
by Productivity Press

112 Pages 5 B/W Illustrations
by Productivity Press
Also available as eBook on:
If you don’t offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could simply offer an "OK" experience and get away with it. In today’s hypercompetitive environment, companies can no longer be just B2C or B2B. They must become B2Me – more personal, more relevant. With customers having higher expectations and... Read more
1 What Is Customer Experience? 2 Why is Customer Experience so Important? 3 One Interaction. Multiple Touchpoints. 4 How To Create a Stellar Customer Experience 5 Measuring 6 Maintaining Customer Relationships. 7 The Importance of Digital Customer Experience 8 Why You Should Care About Social Media. 9 A Few Final Thoughts

Biography

Daniel Lafrenière is a consultant, author and conference speaker in the field of customer experience. He has more than 30 years of experience in the field.

During the years, he has regularly given hundreds of conferences, lectures, and training sessions on customer experience in Canada, the United States, and Europe. He currently works as a customer experience consultant for companies in a wide array of industries, including finance and banking, pharmaceuticals, insurance, tourism, transportation, healthcare and retail.

From 1992 to 2006, he taught at the Bachelor’s and Master’s degree level at Université Laval and was also a guest professor at Université de Montréal and Université de Lyon in France.

He is the author of seven business books, including: Les dessous de l’expérience client (2018), De kessé l’expérience client? (2017), Le petit guide de la grande expérience client (2012) and Talk to me – Get personal. Get relevant. Get more customers! (2010). His comments and recommendations have been read and heard in the following media: La Presse and le Soleil (newspapers), RDI (CBC News), Radio-Canada Première (CBC Radio), TVA News and Cogeco Radio.

Add to Cart