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From the Publisher
Society is rapidly moving from a service economy to an experience economy. As a result, today's more sophisticated consumers not only demand services and products that are of the highest quality; they also want positive, emotionally satisfying experiences. The companies and institutions that learn how to add emotional value to their customers' experiences will leave their competitors behind.
This book details a practice for adding emotional value to customers' experiences and to those of staff. The practices show that by understanding the critical role emotions play in creating customer experiences, organizations can take their service to new levels.
Title: Emotional Value Creating Strong Bonds with Your Customers
Publisher: Berrett-Koehler Publishers: 2000
ISBN Number: 1576750795
ISBN Number 13: 9781576750797
Book Condition: New
Jacket Condition: new Jacket
Item: 1.00 Item
Seller ID: 10303
Description: Combining strategic advice with wisdom found in books such as Daniel Goleman's ""Working with Emotional Intelligence, "" two international management consultants outline ways in which businesses can elevate levels of satisfaction.