Page 11 - Delivering Authentic Customer Experiences
P. 11
Delivering Authentic Customer Experiences
CONTENTS
An introduction to the 7 guiding principles - Avoiding
diminishing returns and diluted customer relationships............. 1
Principle 1
Authenticity starts with you – living your values....................... 8
Principle 2
Put people first - placing customers at the heart of your business
............................................................................................. 20
Principle 3
Deliver on your promises – keep your promises and you’ll keep
your customers ...................................................................... 32
Principle 4
Keep your finger on their pulse – understand and measure
customer priorities ................................................................ 50
Principle 5
Create consistent multi-channel experiences – delivering
positive customer interactions ............................................... 62
Principle 6
When you get it wrong, put it right – effectively handling
complaints ............................................................................ 72
Principle 7
Enjoy the ride – success is a journey, not a destination ........... 87
Where next? - Continual improvement - bonus resources ....... 95
Author Profile ....................................................................... 97
References ............................................................................ 98
