Description
Book SynopsisWhat you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a massive impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience - something they remember.
Table of ContentsAbout the Author ix
Chapter 1 What’s Love Got to Do with It 1
Chapter 2 The Seven Essential Principles of Customer Engagement 19
Chapter 3 The Five Levers of Customer Experience 33
Chapter 4 Put Customers First 41
Chapter 5 Connect 73
Chapter 6 Solve Problems 97
Chapter 7 Build Trust 125
Chapter 8 Create Positive Emotional Experiences 149
Chapter 9 Make Breaking Up Hard to Do 163
Acknowledgments 181
