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Crafting the Customer Experience for People Not Like You: How to Delight and Engage the Customers Your Competitors Don't Understand

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Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes Includes onsumer insights that will help business leaders deliver a better business experience with every customer You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.


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Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes Includes onsumer insights that will help business leaders deliver a better business experience with every customer You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.

30 review for Crafting the Customer Experience for People Not Like You: How to Delight and Engage the Customers Your Competitors Don't Understand

  1. 4 out of 5

    Molly Dettmann

    3.5 I appreciate the general tips on creating a customer experience. Even though she goes into different market segments and demographics, she still prefaces it with the fact that there is no one-size-fits-all experience for any particular customer group. Overall, it was a great reminder that we are all different and deserve to treat each other with respect and empathy, no matter what you're trying to sell them. 3.5 I appreciate the general tips on creating a customer experience. Even though she goes into different market segments and demographics, she still prefaces it with the fact that there is no one-size-fits-all experience for any particular customer group. Overall, it was a great reminder that we are all different and deserve to treat each other with respect and empathy, no matter what you're trying to sell them.

  2. 5 out of 5

    Jennifer FitzPatrick

    Really great book--makes you think about how we all view the service experience differently.

  3. 4 out of 5

    Andrew

    Uncover the 7 Principles for Creating a Customer Service Experience for People not like You. Look at Matures, Boomers, Gen X, Gen Y, Gen Z, racial minorities, women and LGBT people. Notice that customers are not a "One size fits all" situation. Each chapter features a collection of background information on the individual groups, real businesses putting so into practice, as well as companies who have attempted by putting these practices into words but not deed, and do's and do not's for each gro Uncover the 7 Principles for Creating a Customer Service Experience for People not like You. Look at Matures, Boomers, Gen X, Gen Y, Gen Z, racial minorities, women and LGBT people. Notice that customers are not a "One size fits all" situation. Each chapter features a collection of background information on the individual groups, real businesses putting so into practice, as well as companies who have attempted by putting these practices into words but not deed, and do's and do not's for each group. This book helped me realize the companies I do and have previously worked for in terms of best practices and what not to do and has been an eye-opener with many easy solutions, based off feedback from these groups. The book itself, is also a bit outdated, considering its publication in 2013, but there are some useful facts in it.

  4. 5 out of 5

    Laura

    Not earth-shattering news here but it's a good intro for beginners and good reminders/stats for those who know what they need to do but need a kick in the butt. Informal author but she obviously knows her business and uses a lot of interesting real company examples. It's a pretty quick read and she gets pretty specific with her suggestions towards the end of the book. She has another book dedicated to marketing to people not like you that I will probably read eventually. Not earth-shattering news here but it's a good intro for beginners and good reminders/stats for those who know what they need to do but need a kick in the butt. Informal author but she obviously knows her business and uses a lot of interesting real company examples. It's a pretty quick read and she gets pretty specific with her suggestions towards the end of the book. She has another book dedicated to marketing to people not like you that I will probably read eventually.

  5. 5 out of 5

    Dan Polley

    A very good book. I skimmed through most of the first third or so as it was background/review, which I have heard or read elsewhere. But I loved that each chapter after that dealt with how to communicate and reach out to specific groups of people.

  6. 5 out of 5

    Brian Berrett

    For me, this book was too similar to the authors book, How to Market to People Not Like You. I know the titles are similar, but many of the examples and stories, and even the structure of the book is the same. I was hoping for new ideas or thoughts.

  7. 5 out of 5

    Gina

    Interesting enough, for a business book.

  8. 4 out of 5

    Alvin

    First third was routine information. Last half pretty good description of how to address specific groups.

  9. 4 out of 5

    Tracy

  10. 5 out of 5

    Vanessa

  11. 5 out of 5

    Donnie

  12. 5 out of 5

    Minerva Thai

  13. 5 out of 5

    Alice

  14. 4 out of 5

    Kenja

  15. 4 out of 5

    Rachel

  16. 5 out of 5

    Matthew

  17. 4 out of 5

    Cody

  18. 5 out of 5

    Natalie Dovel

  19. 4 out of 5

    Allira

  20. 4 out of 5

    Donna

  21. 4 out of 5

    Melissa

  22. 4 out of 5

    Greg Bartell

  23. 4 out of 5

    Nikki "The Crazie Betty" V.

  24. 4 out of 5

    Sarah

  25. 4 out of 5

    Kelly

  26. 5 out of 5

    Scott

  27. 4 out of 5

    Fran

  28. 5 out of 5

    Emily Verbeke

  29. 4 out of 5

    Seema Rao

  30. 4 out of 5

    Jen

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