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 access to more information than ever before, companies must create stellar, frictionless, personalized, and memorable customer experiences, if they plan to stay in the game.
In this book, you will learn:
• What customer experience truly is.
• How emotions can increase customer loyalty…or make customers ditch a brand.
• Which behaviors and attitudes lose customers.
• Ten easy, practical, and proven ways to immediately improve your customer experience.
• What renowned companies do to offer the best customer experience.
This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people, or installers.
No matter what role you play, this book offers easy tips, recommendations, and examples to help improve customer experience, realistically, sustainably, and affordably.
Table of Contents
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
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.