What Customers Really Want
| Series: | |
| Publisher: | Thomas Nelson Publishers |
| Subject: | Relationship marketing, Marketing--Psychological aspects, Consumer behavior. |
| Authors: | Scott McKain |
| 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.