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People Love You: The Real Secret to Delivering Legendary Customer Experiences

Book Description

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.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright
  4. Dedication
  5. About the Author
  6. Chapter 1: What’s Love Got to Do with It
    1. The Case for Managing Customer Experience
    2. How Customer Experience Management Applies to Business-to-Business Relationships
    3. There Is No Loyalty When Everything Looks the Same
    4. What’s Love Got to Do with It
    5. A Paradigm Shift—From Information to Empathy
  7. Chapter 2: The Seven Essential Principles of Customer Engagement
    1. Seven Essential Principles of Customer Engagement
    2. Principle 1: You Need Your Customers More Than They Need You
    3. Principle 2: Customers Are People
    4. Principle 3: You Are Always On Stage
    5. Principle 4: Customers Act on Emotion and Justify with Logic
    6. Principle 5: Customers Do Things for Their Reasons—Not Yours
    7. Principle 6: Customers Don’t Do Illogical Things on Purpose
    8. Principle 7: Always Give More Than Is Required
  8. Chapter 3: The Five Levers of Customer Experience
    1. Five Levers of Customer Experience
    2. Put Customers First
  9. Chapter 4: Put Customers First
    1. Bridging the Experience Gap
    2. Make It Easy for People to Do Business with You
    3. Likability Is the Gateway to Connections
    4. Likable Behaviors
    5. Flex Your Style
    6. People Respond in Kind
    7. Smile
    8. Why Don’t People Smile?
    9. Be Authentic
    10. Be Polite and Respectful
    11. Be Kind
    12. Compliment Often
    13. Passion, Enthusiasm, and Confidence
    14. Be Enthusiastic
    15. Be Confident and Courageous
    16. Invest in Yourself
    17. Invest in Your Mind
    18. Invest in Your Body
    19. Invest in Your Spirit
    20. Turning First Impressions into Lasting Impressions
  10. Chapter 5: Connect
    1. You Can’t Make Me Love You If I Don’t
    2. You Cannot Argue Customers into Believing They Are Wrong
    3. Real Connections
    4. The Problem with Rapport
    5. The Real Secret to Connecting
    6. The Fine Art of Listening
    7. Active Listening
    8. Eye Contact
    9. Listen Deeply
    10. Keep Them Talking
    11. Remember and Use Names
    12. Effective Use of E-Mail in Delivering Customer Experience
  11. Chapter 6: Solve Problems
    1. Problem Solvers Are the Champions of the Business World
    2. Problem Solving Starts with Who You Are—Not What You Do
    3. Five Rules of Questioning
    4. Look Out for Icebergs
    5. Dual Process Questioning
    6. Proactive Problem Solving Is the Key
    7. The Pull Strategy—Becoming a Trusted Advisor
    8. Connecting Problems to Solutions
    9. Connecting the Dots with Account Management Process
  12. Chapter 7: Build Trust
    1. Going the Extra Mile
    2. Customers Are Vulnerable and They Don’t Trust You
    3. You Are Always On Stage
    4. Consistent Behavior
    5. Sweat the Small Stuff
    6. Leverage Your Support Team
    7. Effective Time and Resource Management
    8. Don’t Let Customers Find Your Problems
    9. Admit When You Are Wrong and Apologize
    10. To the Customer, You Are the Company
  13. Chapter 8: Create Positive Emotional Experiences
    1. Emotion Trumps Logic
    2. Anchoring Relationships
    3. The Law of Reciprocity
    4. Pay Attention to Self-Disclosures (Listen Deeply)
    5. Little Things Are Big Things
    6. Take Action
  14. Chapter 9: Make Breaking Up Hard to Do
    1. Dealing with Pissed Off Customers
    2. Be Responsive
    3. Protect Your Turf
    4. Dealing with the Pressure to Reduce Costs
    5. Are All Customers Good Customers?
    6. Accounts Are Lost Most Often Due to Neglect
    7. Make Breaking Up Hard to Do
  15. Acknowledgments