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

ISBN: 978-1-118-43324-9
181 pages
February 2013
People Love You: The Real Secret to Delivering Legendary Customer Experiences (1118433246) cover image

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.

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About the Author ix

Chapter 1 What’s Love Got to Do with It 1

Chapter 2 The Seven Essential Principles of Customer Engagement 19

Chapter 3 The Five Levers of Customer Experience 33

Chapter 4 Put Customers First 41

Chapter 5 Connect 73

Chapter 6 Solve Problems 97

Chapter 7 Build Trust 125

Chapter 8 Create Positive Emotional Experiences 149

Chapter 9 Make Breaking Up Hard to Do 163

Acknowledgments 181

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Jeb Blount is a leading expert on how human relationships impact account management, customer experience, leadership, and sales. He helps many of the world's leading organizations accelerate revenue growth and profits through a focus on interpersonal relationships. He is the author of six books, including People Buy You: The Real Secret to What Matters Most in Business, People Follow You: The Real Secret to What Matters Most in Leadership, and Power Principles. He has published over 100 articles on account management, leadership, and sales, and his audio programs have been downloaded more than 6 million times on iTunes. More than 200,000 business professionals subscribe to his weekly newsletter.

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February 04, 2013
Legendary Customer Service Emerges as Most Important Competitive Advantage

What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Similarly, experience has a massive impact on buying decisions. Every touch point, every time a manager or sales associate in a company engages a customer, it creates an experience - something they remember. When customers have positive emotional experiences, it anchors them to your brand, your product or service, and ultimately to you

In his new book, People Love You: The Real Secret to Delivering Legendary Customer Experiences (Wiley; February 2013; Hardcover & eBook; $21.95; ISBN: 978-1-1184-3324-9), Jeb Blount gives business leaders a powerful playbook for interacting with customers in a way that creates deep, enduring, visceral connections that withstand relentless economic and competitive assaults. People Love You shares practical, actionable, and easy-to-implement approaches to building strong emotional bonds with customers that last a lifetime.

“Far too many of today’s books on customer service deal with the mechanics and process of servicing customer, without teaching account managers the critical interpersonal skills they need in order to create real customer loyalty and competitive differentiation,” says Blount. “The fact is customers, are not loyal to products, services, prices, or companies. Instead they are loyal to people they like, trust and believe in.”

Blount offers techniques for creating a legendary 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 a company’s customer base, the lifeblood of a business, must become the number one priority. This begins 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.

Blount adds. “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. From the customer’s standpoint ,service and the people who provide that service is what makes a vendor unique. When you make customers love you, you create an unbreakable bond that delivers long-term growth and profit.”

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