Techniques to Move Your Customers Beyond Mere Satisfaction—to Delight—at Every Point of Contact
Global competition today is fierce, and customers who are merely satisfied with your company's products or services will soon be lured away by your competition. The Customer Delight Principle reveals how today's leading marketers consistently retain and grow their customer bases—by moving beyond satisfaction to discover and fill each customer's unseen yet essential needs. Comprehensive in scope yet focused in treatment, this book reveals how to dramatically increase your organization's positive customer experiences, virtually eliminate the negative, and drive your customers to new levels of repeat purchasing, loyalty, and sheer delight.
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Timothy Keiningham is senior vice president at Marketing Metrics, Inc., a global research and consulting firm that specializes in customer satisfaction measurement, customer retention program design and execution, marketing research services, and training seminars. He is the author of Return On Quality and Service Marketing..
Terry Vavra, Ph.D., is the cofounder and president of Marketing Metrics, Inc. A world-renowned authority in customer retention strategies, Dr. Vavra has designed retention programs for leading international companies including Digital Equipment, GTE, and IBM Consulting Companies. He is the author of Aftermarketing and Improving Your Measurement of Customer Satisfaction, and has written numerous articles for Journal of Marketing Research, Journaling of Marketing, Marketing News, and other professional publications.
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