❂ Customer Experience for Dummies 2nd Mitel Special Edition ❂
by Roy Barnes (Author), Bob Kelleher (Author)
Gain, engage, and retain customers with positive experiences
A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. Customer Experience For Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises.
The book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. You'll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more.
Gives you the tools you need to target customers more precisely
Helps you implement new social and mobile strategies
Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels
Explains how a fully-engaged customer can help you outperform the competition
Learn how to respond effectively to customer feedback
Your brand's reputation and success is your lifeblood, and Customer Experience For Dummies shows you how to stay relevant, add value, and win and retain customers.
An excellent, thoughtful, well-written, and well-reasoned book, Customer Experience for Dummies will teach you something valuable about Customer Experience regardless of your level of experience. If you have customers, you should read this book.
What does this book teach about "Customer Experience"? First and foremost, it teaches the reader to place himself in the shoes of the customer. That sounds really obvious, but it isn't. Here's two examples from my work life that I'd like to share. My family has a few businesses. One of them is an event, an orchid festival. (You can google Tamiami International Orchid Festival to find out more if you like.) Because it is a community based event that we organize in order to showcase the beauty of orchids more than a pure profit driven engine, we have basically no employees and the event is run by our immediate family. This is great in so far as we have no trust issues and we have direct lines of communication. But, of course, its not so great when you are busy with your day job and you deal with problems in haste.
Reading this book made me think of two recent customer experiences that I had. One, I would have handled better/differently if I had read this book first. The other, Customer Experience for Dummies has taught me, I actually handled very deftly, but now I understand more about why it was the case.
Our event is an annual event. It is always a weekend in the second half of January. Last year, through our website contact form, I received a very angry note expressing, in several paragraphs, disappointment with the festival. The woman who wrote had come from Naples, a several hour drive, and she was disappointed that one of the lectures she had wanted to attend was in Spanish and not in English, as she had expected. She correctly pointed out that there was no way to tell this on the website. She also thought (incorrectly) that there were not as many orchid growers present as we had advertised. (I think she was just peeved at this point and wanted to vent.) It also transpired that her friend was supposed to come with her but she could not come. The woman was also upset that we did not have a map of all the vendors so that she could navigate. She concluded "I will not come again or promote this to others."
This is a classic scenario of (Chapter 5) "Dealing with an Angry Customer." (Also Chapter 1, which discusses the importance of providing reliable information and Part II, which focuses on creating an "Awesome" customer experience generally. )
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Many thanks. [dummies1337]
