Please open https://hotaudiobook.com ONLY on your standard browser Safari, Chrome, Microsoft or Firefox to download full audiobooks of your choice for free.
Title: Your Customer Rules!
Subtitle: Delivering the Me2B Experiences That Today's Customers Demand
Author: Bill Price, David Jaffe
Narrator: Steven Cooper
Format: Unabridged
Length: 7 hrs and 4 mins
Language: English
Release date: 03-24-15
Publisher: Audible Studios
Ratings: 4 of 5 out of 4 votes
Genres: Business, Management
Publisher's Summary:
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 that 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.
Members Reviews:
Great book. Bill Price is a true expert.
Great book. Bill Price is a true expert. His first book sits on my desk and I take a look at it once a quarter. This one has joined it.
The examples alone make this book worth reading!
This is Price and Jaffeâs second book together. Their first one, âThe Best Service is No Serviceâ published in 2008, was a true landmark success, defining in no uncertain terms what the very best strategies and tactics were for operating a customer care center â that is, a contact center designed to provide service to customers. In my 5-star review of that book, a book that is still worth reading, by the way, I noted that I had made notes,, turned down page corners, and underlined passages throughout virtually the entire book, and the good examples they used were good, but the bad examples I felt were even more instructive.
Their newest book Your Customer Rules, while perhaps not as ground-breaking and original as their first, is nevertheless chock full of good and bad examples. And today, of course, I read all my books on my Kindle. So I no longer have to underline passages and then laboriously go back through the book to transcribe my notes into a Word file. Instead, I simply highlight them on my Kindle, and when Iâm done I print up my highlights.
