Delivering Fantastic Customer Experience: How to Turn Customer Satisfaction Into Customer Relationships, 1st Edition (Paperback) book cover

Delivering Fantastic Customer Experience

How to Turn Customer Satisfaction Into Customer Relationships, 1st Edition

By Daniel Lafrenière

Productivity Press

104 pages | 5 B/W Illus.

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Paperback: 9780367346034
pub: 2019-11-12
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pub: 2019-11-12
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Customer experience is the emotion felt by customers when they come into any contact with a company – no matter how or by what means. It is what customers remember after their interaction with a business. Whenever customers hear about a business on TV or social media, call or visit a point of sales/service, visit a website or use a mobile app, they come into contact with this company and its brand. Customers forge opinions based on the emotions felt during this contact. This experience is what could possibly trigger a conversation, relationship, loyalty or evangelization with other customers. This experience could also lead to frustration, customer churn or aversion–and even “revenge” on social media. Providing a good customer experience is relatively simple. It suffices that the client, patient or user feels welcomed, helped, appreciated, understood, heard, happy, important, cared for, reassured, acknowledged, respected and pleasantly surprised. Gone are the days where businesses could simply offer an “OK” experience — and get away with it. In the current hypercompetitive environment, companies are getting a run for their money on a global scale. In addition, companies can no longer be just B2C or B2B. They must become "B2Me." 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. This book is the first managers, employees and consultants should read to take on people’s demand for great customer experiences. You will learn: • What customer experience truly is. • How emotions can increase customer loyalty…or make customers ditch a brand. • Which behaviors and attitudes make lose customers. • 10 easy and proven ways to improve customer experience today. • 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.

Table of Contents

1 What is Customer Experience? 2 Why is Customer Experience so Important? 3 One interaction. Multiple Touchpoints. 4 How Can you 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.

About the Author

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. Duroing 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 work 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.

Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Consumer Behavior
BUSINESS & ECONOMICS / Customer Relations
BUSINESS & ECONOMICS / Management Science
BUSINESS & ECONOMICS / Quality Control
BUSINESS & ECONOMICS / Organizational Behavior
BUSINESS & ECONOMICS / Production & Operations Management
BUSINESS & ECONOMICS / Workplace Culture