Ebook: People Love You: the Real Secret to Delivering Legendary Customer Experiences

People Love You; Contents; About the Author; 1 What's Love Got to Do with It; The Case for Managing Customer Experience; How Customer Experience Management Applies to Business-to-Business Relationships; There Is No Loyalty When Everything Looks the Same; What's Love Got to Do with It; A Paradigm Shift-From Information to Empathy; 2 The Seven Essential Principles of Customer Engagement; Seven Essential Principles of Customer Engagement; Principle 1: You Need Your Customers More Than They Need You; Principle 2: Customers Are People; Principle 3: You Are Always On Stage.;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.