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Your Customer Rules!: Delivering the Me2b Experiences That Today's Customers
US $10.94
ApproximatelyC $15.13
Condition:
Good
A book that has been read but is in good condition. Very minimal damage to the cover including scuff marks, but no holes or tears. The dust jacket for hard covers may not be included. Binding has minimal wear. The majority of pages are undamaged with minimal creasing or tearing, minimal pencil underlining of text, no highlighting of text, no writing in margins. No missing pages. See the seller’s listing for full details and description of any imperfections.
- Buy It NowYour Customer Rules!: Delivering the Me2b Experiences That Today's Customers
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eBay item number:403959797582
Item specifics
- Condition
- Book Title
- Your Customer Rules!: Delivering the Me2b Experiences That Today'
- Publication Date
- 2014-12-08
- Pages
- 272
- ISBN
- 9781118954775
About this product
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
1118954777
ISBN-13
9781118954775
eBay Product ID (ePID)
202430624
Product Key Features
Number of Pages
272 Pages
Language
English
Publication Name
Your Customer Rules! : Delivering the Me2b Experiences That Today's Customers Demand
Publication Year
2014
Subject
Customer Relations, General
Type
Textbook
Subject Area
Business & Economics
Format
Hardcover
Dimensions
Item Height
1 in
Item Weight
16.8 Oz
Item Length
8.9 in
Item Width
5.8 in
Additional Product Features
Intended Audience
Scholarly & Professional
LCCN
2014-030007
Dewey Edition
23
Illustrated
Yes
Dewey Decimal
658.8/12
Table Of Content
Preface ix 1 From B2C to Me2B 1 2 You Know Me, You Remember Me 13 3 You Give Me Choices 35 4 You Make It Easy for Me 57 5 You Value Me 83 6 You Trust Me 107 7 You Surprise Me with Stuff I Can't Imagine 131 8 You Help Me Be Better and Do More 153 9 What Drives Me2B Leaders 175 10 The Foundations of Me2B Success 195 Epilogue: Don't Wait to Act 219 Notes 221 Glossary 225 Recommended Reading 229 Acknowledgments 231 About the Authors 235 Index 237
Synopsis
What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips and can influence the purchase decisions and behaviors of millions of others., Advance Praise for YOUR CUSTOMER RULES! "In Your Customer Rules! , Price and Jaffe have captured some really important insights into how companies can build lasting customer relationships, including focusing on making products that are engaging, easy to use, and entertaining. They also discuss the importance of corporate culture and how values can guide a company as it grows valuable for its employees and for its customers." Michael Morhaime, cofounder, CEO, and president, Blizzard Entertainment "Price and Jaffe have made it clear that all companies need to respond to a customer-driven Me2B world. The seven needs they define represent great building blocks for a customer-oriented business. Your Customer Rules! provides a great guide for all companies to develop their strategy." Stephen C. Lundin, coauthor, FISH! series "Price and Jaffe are shrewd observers of the customer experience scene, and in Your Customer Rules! they outline their findings on what may be the most profound transformation of commerce since the advent of markets. If you want your own business to survive even the next decade, you need to understand these concepts, and the sooner the better!" Don Peppers, founding partner, Peppers & Rogers Group, coauthor, Extreme Trust "In Your Customer Rules! , Price and Jaffe adroitly capture how the digital revolution has changed consumer behavior. Vente-privee chose to bet on the human, placing customer service at the heart of its strategy. As Price and Jaffe cover so clearly, it is necessary that brands consider the customer as an essential investment and not a cost, helping to build and maintain close ties with their customers and to create trust. In a world where information spreads at the speed of light and social networks give consumers a voice, customer relationship should embody the values of the company and turn a dissatisfied customer into a brand ambassador. Read Your Customer Rules! to find out how!" Jacques-Antoine Granjon, CEO and cofounder, vente-privee "In theory, it's a great time to be a customer, with an endless array of brands, choices, and deals. In reality, it's a frustrating time to be a customer, with a long list of hassles, headaches, and disappointments. In this important and engaging book, Price and Jaffe offer a set of messages and a collection of case studies that show business leaders how to thrive in an age when customers have more power and higher expectations than ever. Your Customer Rules! will help you deliver for your customers." William C. Taylor, cofounder and founding editor, Fast Company , and author, Practically Radical "One of the best features of Price and Jaffe's new book is the simple and straightforward recommendations for how to determine and address core customer needs. Building on their first book, The Best Service Is No Service, readers this time will come away with powerful new insights and a big list of effective actions they will need to implement. If you are truly motivated to deliver exceptional customer experience and drive loyalty, don't put down Your Customer Rules! until you reach the last page." Gudrun Scharler, CEO, E-Plus Customer Support, What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips--and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and in many industries, the key to business success. Executives still refer to B2B and B2C business models, as though companies control demand by going to customers with products and services. But as Bill Price and David Jaffe (authors of The Best Service is No Service ) show, a new business model is emerging in which the customer directs the relationship. It is becoming a world of "Me2B"--one in which the customer, not the business, dictates the terms of engagement. In order for your business to thrive, you must create positive experiences to fulfill a range of customer needs. Though the mediums for customer engagement continuously evolve, Price and Jaffe show that customer needs remain unchanging. In Your Customer Rules , they define a critical hierarchy of seven needs that your company can meet and apply as a methodology. Throughout this practical guidebook, Price and Jaffe share examples of companies who succeed by meeting these seven needs, including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes of Prey, Vente-Privee, and Yamato Transport, as well as those that didn't. Your Customer Rules offers tailored advice for companies at every stage, from nimble startups to legacy firms with established customer service practices--and everyone in between. With a simple, elegant solution for driving lasting value for customers, Your Customer Rules is a clear guide for strengthening customer relationships and competing on more than price. It is essential reading for executives at all levels--business owners, marketing managers, and anyone who works directly with customers., What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips--and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and in many industries, the key to business success. Executives still refer to B2B and B2C business models, as though companies control demand by going to customers with products and services. But as Bill Price and David Jaffe (authors of The Best Service is No Service ) show, a new business model is emerging in which the customer directs the relationship. It is becoming a world of "Me2B"--one in which the customer, not the business, dictates the terms of engagement. In order for your business to thrive, you must create positive experiences to fulfill a range of customer needs. Though the mediums for customer engagement continuously evolve, Price and Jaffe show that customer needs remain unchanging. In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology. Throughout this practical guidebook, Price and Jaffe share examples of companies who succeed by meeting these seven needs, including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes of Prey, Vente-Privee, and Yamato Transport, as well as those that didn't. Your Customer Rules! offers tailored advice for companies at every stage, from nimble startups to legacy firms with established customer service practices--and everyone in between. With a simple, elegant solution for driving lasting value for customers, Your Customer Rules! is a clear guide for strengthening customer relationships and competing on more than price. It is essential reading for executives at all levels--business owners, marketing managers, and anyone who works directly with customers.
LC Classification Number
HF5415.5.P68 2015
Item description from the seller
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- a***e- Feedback left by buyer.Past monthVerified purchaseProfessional Seller; Wide Inventory Selection; Competitive Prices; Great Communication; FAST Ship; Item Safely & Well-Packaged; Item Accurately Described in Listing; Item of High Quality and in Mint Condition; Appearance of Item is Great! Highly Recommended; Hope to Do Business with Again! Thank You Very Much!
- m***u (849)- Feedback left by buyer.Past 6 monthsVerified purchaseAbsolutely delightful seller! As pictured and described, fast shipping, and great communication! Excellent packaging and a phenomenal value! This seller is an extremely valuable asset to the eBay community! A++++! ✨🥇✨
- a***a (346)- Feedback left by buyer.Past 6 monthsVerified purchaseThis hardback book is of the highest quality, has a fine appearance , arrived in perfect condition, and is an excellent value. On what I was not asked about this time, communicating with the seller would have required using email outside of the eBay system, because they do not accept eBay messages, the book was well packed in a purpose-designed cardboard box, the shipping was faster than I expected for the bound media rate, and the book was exactly as described and pictured.Tameshigiri - The History and Development of Japanese Sword Testing by Sesko (#282906424466)
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Seller feedback (501,765)
- a***e- Feedback left by buyer.Past monthVerified purchaseProfessional Seller; Wide Inventory Selection; Competitive Prices; Great Communication; FAST Ship; Item Safely & Well-Packaged; Item Accurately Described in Listing; Item of High Quality and in Mint Condition; Appearance of Item is Great! Highly Recommended; Hope to Do Business with Again! Thank You Very Much!
- m***u (849)- Feedback left by buyer.Past 6 monthsVerified purchaseAbsolutely delightful seller! As pictured and described, fast shipping, and great communication! Excellent packaging and a phenomenal value! This seller is an extremely valuable asset to the eBay community! A++++! ✨🥇✨
- a***a (346)- Feedback left by buyer.Past 6 monthsVerified purchaseThis hardback book is of the highest quality, has a fine appearance , arrived in perfect condition, and is an excellent value. On what I was not asked about this time, communicating with the seller would have required using email outside of the eBay system, because they do not accept eBay messages, the book was well packed in a purpose-designed cardboard box, the shipping was faster than I expected for the bound media rate, and the book was exactly as described and pictured.Tameshigiri - The History and Development of Japanese Sword Testing by Sesko (#282906424466)