What Customers Really Want

Series:
Publisher: Thomas Nelson Publishers
Subject: Relationship marketing, Marketing--Psychological aspects, Consumer behavior.
Authors:
Pages: 195 pages
Binding: Hardcover
ISBN: 9780785211983
Call No: HF 5415.55.M34 2005

Scott McKain's experience as vice chairman of a rapidly growing $100 million organization, and his client relationships with the world's leading organizations, have convinced him that there is a stunning difference between what customers want and what most organizations offer. This widening gulf creates dissatisfaction, distrust, and-worst of all for any business-disloyalty.

What customers really want today is a superior client experience. Sure, they want good service, a good product, and a good price. But what creates client loyalty is the connection created by organizations through the use of these elements along with personalization, differentiation, and emotion.