The Experience: How to Wow Your Customers and Create a Passionate Workplace by Lior Arussy
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(Hardcover)
- Pub. Date: January 2002
- 128pp
- Sales Rank: 223,565
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Product Details
- Pub. Date: January 2002
- Publisher: Elsevier Science
- Format: Hardcover, 128pp
- Sales Rank: 223,565
- ISBN-13: 9781578203062
- ISBN: 1578203066
Synopsis
An enlightening and entertaining fable that reveals how you can help
to
revolutionize your company by focusing on customers.
Have you ever imagined what impact really great customer experiences can
have on
a business? Or have you ever been faced with trying to fix the
fallout from
truly dissatisfied customers? This engaging book takes you on a
trip starting
with the depths of "call center hell," where customer
dissatisfaction builds as
rapidly as employee stress and turnover.
From there the story takes you along for an up-and-down ride to uncover
new and
better ways of approaching customers and focusing on their concerns
before all
else. The Experience! follows the journey of Joseph Jacobs, a
frustrated call
center manager who is trying to deliver better service to
customers despite a
highly unmotivated staff. As he struggles to find his
way, he discovers hidden
secrets about delivering the most outrageously
pleasing customer experiences by
empowering his staff to be passionate about
their work.
This book provides practical approaches that you can implement
immediately. The
lessons learned include: treat others as you want to be
treated and keep
customers excited--if you provide them with a great
experience, then they will
have no reason to go elsewhere!
Biography
Lior Arussy is corporate vice president of global marketing at NICE Systems, responsible for strategy development and marketing activities worldwide. In his position at NICE, Mr. Arussy initiated, launched, and developed the product roadmap for the revolutionary Customer Experience Management strategy, and transformed it into a global market segment. His articles have appeared in many publications including Harvard Business Review. As a thought leader, he has been quoted by The Wall Street Journal, Financial Times, ABC-TV, and other media outlets.
Customer Reviews
- Reader Rating:
- Ratings: 7Reviews: 7
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Experience: How to Wow Your Customers and Create a Passionate Workplaceby Anonymous
Reader Rating:
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October 28, 2002: I?ve seen Lior?s excellent presentations in various tradeshows so I had very high expectations from the book...and I was NOT disappointed!! While reading the book you get the feeling that the author is both a visionary and a savvy businessman that really 'Gets It' in regards to one of the most important issues that businesses are facing today - Customer Retention. The outcome is a MUST READ book that shows you where your business should be and how to get there.
Experience: How to Wow Your Customers and Create a Passionate Workplaceby Anonymous
Reader Rating:
See Detailed Ratings
October 27, 2002: This book really turned me around on my customer service techniques. Already we have had fewer complaints about our complaints departement. I recomend it for any supervisor who wants to stop angry customers from having to travel five levels to him/her in order to get some service.
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