Price / Jaffe Your Customer Rules!

Delivering the Me2B Experiences That Today's Customers Demand
1. Auflage 2014
ISBN: 978-1-118-95482-9
Verlag: John Wiley & Sons
Format: EPUB
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 272 Seiten, E-Book

What you need to know about your customers
Now more than ever, every interaction you have with customers iscritical. Customers today have unlimited information at theirfingertips--and can influence the purchase decisions andbehaviors of millions of others. With this comes a shift in thebalance of power, and every company must come to terms with thefact that the customer is in control. Interacting with customers inthe way they want is an essential business strategy and in manyindustries, the key to business success.
Executives still refer to B2B and B2C business models, as thoughcompanies control demand by going to customers with products andservices. But as Bill Price and David Jaffe (authors of The BestService is No Service) show, a new business model is emergingin which the customer directs the relationship. It is becoming aworld of "Me2B"--one in which the customer, not the business,dictates the terms of engagement. In order for your business tothrive, you must create positive experiences to fulfill a range ofcustomer needs.
Though the mediums for customer engagement continuously evolve,Price and Jaffe show that customer needs remain unchanging. InYour Customer Rules!, they define a critical hierarchy ofseven needs that your company can meet and apply as amethodology.
Throughout this practical guidebook, Price and Jaffe shareexamples of companies who succeed by meeting these seven needs,including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes of Prey,Vente-Privee, and Yamato Transport, as well as those that didn't.Your Customer Rules! offers tailored advice for companies atevery stage, from nimble startups to legacy firms with establishedcustomer service practices--and everyone in between.
With a simple, elegant solution for driving lasting value forcustomers, Your Customer Rules! is a clear guide forstrengthening customer relationships and competing on more thanprice. It is essential reading for executives at alllevels--business owners, marketing managers, and anyone whoworks directly with customers.

Autoren/Hrsg.

Price, Bill

Jaffe, David

Inhaltsverzeichnis

Preface ix
1 From B2C to Me2B 1
2 You Know Me, You Remember Me 13
3 You Give Me Choices 35
4 You Make It Easy for Me 57
5 You Value Me 83
6 You Trust Me 107
7 You Surprise Me with Stuff I Can't Imagine 131
8 You Help Me Be Better and Do More 153
9 What Drives Me2B Leaders 175
10 The Foundations of Me2B Success 195
Epilogue: Don't Wait to Act 219
Notes 221
Glossary 225
Recommended Reading 229
Acknowledgments 231
About the Authors 235
Index 237

Über Autor(innen)

BILL PRICE was Amazon's first global VP of customer service. He is founder of the Global Operations Council, chair of the Chief Customer Officer Forum in the Americas, founder of Driva Solutions LLC, co-founder of the Limebridge Global Alliance and a partner with Antuit. Price is a frequent keynote speaker, graduate school instructor in marketing and global business management, and advisory board member. He lives in Washington State, USA.
For more information, please visit www. drivasolutions.com and www.antuit.com
DAVID JAFFE is the consulting director and founder of LimeBridge Australia. He created the Chief Customer Officer Forum in Australia and has spoken at events and conferences in Australia, Asia, and North America. He has consulted in Britain, Ireland, Australia, India, New Zealand, Hong Kong, the Philippines, Singapore, and the United States. He lives in Melbourne, Australia.
For more information, please visit www.limebridge.com.au
Together, Bill Price and David Jaffe are the authors of The Best Service Is No Service (Jossey- Bass, 2008)