The Relationship Economy: Building Stronger Customer Connections in the Digital Age - Hardcover

John R. DiJulius

Hardcover

ISBN 10: 1626346437 ISBN 13: 9781626346437

Publisher: Greenleaf Book Group Press, 2019

Synopsis

Creating Authentic Customer Connections in a High-Tech World

In The Relationship Economy, author John DiJulius teaches business leaders about the importance of relationship building in the digital age. He argues that in spite of (and because of) the advances in tech, we've become a less connected society. We have dramatically evolved away from face-to-face communication, and the skill of building rapport is evaporating. This means that customer personalization and relationships are more important now than ever--and they will be the key to success for businesses moving forward. As he aptly states, "Being able to build true sustainable relationships is the biggest competitive advantage in a world where automation, artificial intelligence, and machine learning are eliminating the human experience, which is what creates the emotional connections that build true customer loyalty." This book reminds readers of the importance of personal connections and shows them how to attain meaningful, lasting relationships with their customers.

About this title

About the Author

John DiJulius is the authority on world-class customer experience, organizations across America use his philosophies and systems for creating world-class service. He has worked with companies such as the The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Panera Bread, Nestle, Marriott Hotel, PWC, National City Bank, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-a, and many more, to help them continue to raise the bar and set the standard in service that consistently exceeds customer expectations.

Review

''In his newest book, John DiJulius brings his customer service expertise to bear on the question of relationships. How can we build better relationships with our customers that will keep them coming back for more? DiJulius offers a smart prescription that builds on traits you already have--empathy, vulnerability, hospitality, and authenticity--that will deepen your relationships not only with customers but also with family and friends, old and new.''
-Daniel Pink, author of When, Drive, and To Sell Is Human

''Every day, consumers are telling us what's important to them: convenience, service, attention, empathy. Even in a digital age, personal relationships are critical to building trust and loyalty. This well-researched book will provide the inspiration to not simply connect with your customers but to build real human connections.''
-Rich Kramer, Chairman, CEO, and President, The Goodyear Tire & Rubber Company

''If true customer and employee loyalty is what you are looking for, The Relationship Economy will help you and your team build a genuine human connection and improve the impact this connection has on brand experience in the digital age.'' -Lisa Lutoff-Perlo, President and CEO, Celebrity Cruises

''I believe each of us can be classified as either a giver or a taker. John DiJulius' latest is a must-read; it blares out to all leaders the importance of human interconnectivity at all levels within the organization. Human connectivity creates understanding, which in turn develops empathy, respect, trust, and a thriving, growing relationship among leaders, employees, and customers.'' - --RADM Tom Lynch, United States Navy, (ret.) Chairman, NewDay USA

About this edition

• Publisher: Greenleaf Book Group Press
• Publication date: 2019
• ISBN 10: 1626346437
• ISBN 13: 9781626346437
• Binding: Hardcover
• Number of pages: 248