By Janelle Barlow
This ebook info a tradition for including emotional worth to shoppers' stories and to these of employees. The practices express that via knowing the serious function feelings play in growing shopper reports, firms can take their carrier to new levels.
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Additional info for Emotional value: creating strong bonds with your customers
I was totally unprepared for the impact this book has had on me. People have milked the customer service/customer satisfaction concept dry. " W. LANDON HEFFNER, Vice President, Chief Learning Officer, Monrovia "Emotional Value will be pure gold for any organization serious enough about delivering solid customer service to pan for the nuggets in this book. The authors place emotion squarely where it belongsfront, center and in the customer service spotlight. " GAIL M. WEBBER, Senior Director, Learning & Development, Culture & Communications, VANTIVE-The e-customer Company "Those of us in the customer satisfaction business need all the expertise and new prespectives we can get.
To quote Harvey Miller, co-owner of Quill Corporation, "People basically Page 7 want to do a good job. I have never heard anybody walk out of this building and say, 'Boy, I feel great! '" 8 In the past ten years, we have seen a great deal of public interest focused on positive and negative service delivery. Because of this widely publicized attention on customer service, consumers have an increasingly sophisticated understanding of service and are judging businesses by higher standards than ever before.
For this reason, many of our personal examples come from these two industries. We in no way wish to imply that the hospitality and travel industries are the only places to look for examples of emotional value or its lack. In fact, all one has to do is listen to people talk about customer interactions, and examples will appear throughout every sector of the economy, including government, high tech, retail, education, medicine, and now e-commerce. We present dozens of ideas, options, and examples of organizations that have already begun to systematically add emotional value to their customers' experiences.