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University of Toronto Library

Princeton University

MIT

UCB

YOUR CUSTOMER RULES! DELIVERING THE ME2B EXPERIENCES THAT TODAY'S CUSTOMERS DEMAND

顾客规则!传承 Me2B 当今客户需求经验

Bill Price

Classification Codes : F2

Language : ENG

Publication Information : Wiley

Publish Year:2014

I  S  B  N :9781118954775

Grade :

Online Download
Contents
Product Details

Most organizations struggle to really improve one of the most important factors of their success: the sales and service experiences they offer customers. Despite extensive--and expensive--efforts, this critical competitive edge remains out of reach for many. They key problem is that most companies fail to understand that, more than ever before, the customer is in control of the relationship. Where marketers used to think in terms of B2B or B2C, they have to start thinking "Me2B"--that is, the way the customer relates to the company. Grounded in this shift, Your Customer Rules! reveals the truth about how the best organizations design, measure, and deliver great customer serivce experiences. Based on extensive research into top-performing organizations, Bill Price and David Jaffe have devised 7 simple principles that correspond with the highest customer retention--and therefore sustained profits.