Delivering Fantastic Customer Experience: How to Turn Customer Satisfaction Into Customer Relationships
by Daniel Lafrenière — Productivity Press, New York — 2019
If you don’t offer great customer experience, your main competitors will take away 50% of your business. Period.
Gone are the days where businesses could simply offer an “OK” experience— and get away with it. In today’s hypercompetitive environment, companies can no longer be just B2C or B2B. They must become B2Me – more personal, more relevant.
With customers having higher expectations and access to more information than ever before, companies must create stellar, frictionless, personalized and memorable customer experiences if they plan to stay in the game.
In this book, you will learn:
- What customer experience truly is.
- How emotions can increase customer loyalty… or make customers ditch a brand.
- Which behaviors and attitudes lose customers.
- Ten easy, practical and proven ways to immediately improve your customer experience.
- What renowned companies do to offer the best customer experience.
This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people or installers.
No matter what role you play, this book offers easy tips, recommendations and examples to help improve customer experience, realistically, sustainably and affordably.
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About the author
Daniel Lafrenière is a consultant, author and conference speaker in the field of customer experience. He has more than 30 years of experience in the field. During the years, he has regularly given hundreds of keynotes and training sessions on customer experience in Canada, the United States, and Europe.
He currently works as a customer experience consultant for companies in a wide array of industries, including finance and banking, pharmaceuticals, insurance, tourism, transportation, healthcare and retail.
From 1992 to 2006, he taught at the Bachelor’s and Master’s degree level at Université Laval and was also a guest professor at Université de Montréal and Université de Lyon in France.
He is the author of 10 business books, including: Les dessous de l’expérience client (2018), De kessé l’expérience client? (2017), Le petit guide de la grande expérience client (2012) and Talk to me – Get personal. Get relevant. Get more customers! (2010).
His comments and recommendations have been read and heard in business newspapers, television and radio.