Customers are at the core of any business – regardless of how you choose to reach them. What is important is what you DO with them. The biggest “mind shift” we are experiencing with social media is the “customer is in control” of the relationship. With the total integration of the Web into our lives, there are far more choices and someone always waiting around the corner to offer a “better deal” at a “better price” with “better terms”. How do you compete?
You compete by building “trusted relationships” with your customers so they become LOYAL and they become ADVOCATES. They are not the same. A loyal customer is one that will choose you and stay with you above all others. Advocates are either customers or non-customers but are out there telling people how wonderful you are and why they should do business with you. You need both.
Our book, “Creating and Delivering Totally Awesome Customer Experiences”, focuses on helping organizations create the right “customer experiences” that lead to Loyalty and Advocacy. Regardless of whether you use social media or traditional media, if you need to start with the basics. Create a great experience before you go telling the world you have a great experience. One thing social media will do is “call you out” because of its transparency and tell the world who you really are. Get it right to start. Our book will help you do just that – build the solid foundation around your customer so when you tell the world through social media, your advocates will rise up and spread the word – VIRALLY!
We hope you decide to purchase a copy for yourself and learn how the step-by-step process of Customer Experience Mapping™ can help you build awesome customer experiences in your own organization. Readers find this book is an excellent in-depth implementation guide for Customer Experience concepts and opens the door to tangible improvements in performance and the experience you deliver to your customers. However, we never stop improving or creating new and better ways to deliver the very best customer experience.
We have taken the concepts in the book to new levels and built on the concepts presented. We have developed a Simple and Powerful approach that allows these concepts to be implemented even easier than before. We recommend if you’re truly interested in improving Customer Experiences and building Customer Loyalty, you most definitely will want to learn about how our concepts have evolved since the book was written.