Shaun Smith, Joe Wheeler, "Managing the Customer Experience: Turning customers into advocates"
FT Press | 2002-11-08 | ISBN: 0273661957 | 272 pages | PDF | 1,1 MB
How much more profit could you make if you had customers who couldn't imagine doing business with anyone but you? In your dreams! Tell that to Virgin Atlantic or Harley Davidson.How great would life be if 40% of your new business simply knocked on your door without you having spent a cent advertising for it? Impossible! Tell that to First Direct.
The companies in this book have managed to turn customers into advocates. Advocates who constantly refer their friends and colleagues to those businesses. Why? Because those companies have created a Branded Customer Experience. They have managed the relationship to the point where customers can't imagine wanting to do business with anyone else.
Only RS mirrors, please
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