People Love You: The Real Secret to Delivering Legendary Customer Experiences
What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a massive impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience - something they remember. When they have a negative experience, they tend to vote with their feet (and their wallets) and head straight to your competitors. When customers have positive emotional experiences, it anchors them to your brand, your product or service, and ultimately to you.
In the twenty-first century, competitive advantages derived from unique products are services are short-lived because competitors are able to quickly and easily duplicate or match your offering. Likewise a focus on customer satisfaction and loyalty will no longer give you the competitive edge. Delivering a legendary customer experience has emerged as the single most important competitive advantage for companies across all industries. In People Love You you’ll learn the real secrets of customer experience including:
- 7 Essential Principles of Customer Engagement
- 5 Levers for Creating a Legendary Customer Experience
- The Secret to Bridging the Experience Gap
- How to Leverage the Pull Strategy to become a Trusted Advisor
- 2 Most Important Rules for Dealing with Pissed-off Customers
In a hypercompetitive, global marketplace protecting your company’s customer base, the lifeblood of your business, must become your number one priority. The rubber hits the road with account managers, project managers, sales professionals, and customer service professionals—the people most connected to customers—who are on the frontlines of customer experience. They build unique and enduring emotional connections with customers that creating long-term revenue and profit streams. In People Love You, human relationship guru, Jeb Blount, gives you a powerful playbook for interacting with customers in a way that creates deep, enduring, visceral connections that withstand relentless economic and competitive assaults.
criticisms should only be dealt with live, either on the phone or in person. Express positive emotions. E-mail, voice mail, and text messaging are fantastic tools for praising, complimenting, and expressing gratitude. With these tools you can instantly make people feel valued, important, and appreciated—an excellent way to strengthen connections. Just give the facts. E-mail is a perfect tool for answering questions, scheduling meetings, and sending information. Used in this manner, it is an
deal with and gain instant and lasting credibility. This past summer, a programming mistake created a situation where the advertising traffic one of our customers was paying for was being delivered to broken links. We discovered the issue about a week after it happened and quickly fixed it. It was a small blip and because our customer managed many campaigns across hundreds of websites, they never noticed and it was unlikely that they would have ever known had we not told them. The account
managers: “Always there for me.” “Takes care of any issue fast.” “So easy to deal with.” “Jumps in and helps with problems.” “Never takes me for granted.” “I love Janet.” “We love Bill.” I called Todd after the conference and told him about my observation. I explained that my experience with dealer and channel conferences was that the dealers spend much of time complaining about the supplier company. His response was emphatic: “We put our dealers and our dealers’ customers first in everything we
productivity per worker increased, so did our prosperity. As barriers to communication improved, we were then able to move the repetitive tasks that could be systematized overseas, where low wages helped boost profits even more. In less than two decades, we removed human interaction from many of our day-to-day activities. Just consider how online banking and stock trading have changed the way we interact with our financial institutions. Along the way, customer service deteriorated as many
over time become the foundation of long-term relationships and the glue that holds them together. Intuitively, you know that the relationships you build with your customers are more important than product, services, and price. You already have customers who buy you and love you because your relationships with them are so strong. Still, the human side of working with customers is a mystery to most people in business today. People don’t love companies, they love you and you don’t serve companies;