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While there are growing technological solutions for many challenges that companies face, organizations often struggle to really improve one of the most important: the sales and service experiences they offer customers. Despite extensive--and expensive--efforts, this critical competitive edge remains out of reach for many.In "Give Them What They Want, " Bill Price and David Jaffe reveal the truth about how the best organizations design, measure, and deliver great customer serivce experiences. Based on extensive research into top-performing organizations, they have devised 7 simple principles based on the expressions from customers and employees that correspond with the highest customer retention--and therefore sustained profits. These 7 drivers of great customer experience are: You know me, you remember meYou give me choicesYou make it easy for meYou value meYou trust meYou surprise me withstuff that I can't imagineYou make me better and let me do moreAlongside these 7 drivers, the authors share examples of companies who succeed at customer experience, such as Amazon, Apple, BankWest (Australia), Danaher/Fluke, DIRECTV, FlightCentre, the Gates Foundation, GraniteRock, Honda, Joie de Vivre Hospitality, Kohler, RACV, Starbucks, Telefonica O2, T-Mobile, USAA, Ventre-Privee, and Yamato Transport.With a simple, elegant solution for driving lasting value for customers by providing a great customer experience, "Give Them What They Want" is essential reading for store managers, contact center managers, leaders of customer-facing teams, and executives.
