Never before in the history of business have consumers had such unfettered access to information on products, services and the companies that manufacture and deliver them. This wealth of information provides consumers with a range of choices and negotiating power never before dreamt of by previous generations. The shift in power from corporation to consumer has created a new breed of customer … the vigilante.
No longer prepared to play by the established rules of business, they play by a new set … their own.
Seducing the Vigilante Customer is designed to help businesses understand what the new rules of customers service are and how to develop strategies, systems and procedures to win back these vigilante customers. The simplicity of the book illustrates the fact that customer service is not rocket science, and that delivering service excellence has more to do with people and attitude than it does with investing squillions in the latest Customer Relationship Management (CRM) technology.
It’s about how and why the little things make the biggest difference.
It’s also about how global trends and technology are increasing the demands and expectations of customers and how all businesses, from local suburban stores to multi-national corporations, can capitalise on these changes.
Company directors would be held as negligent, if they failed to audit their finances, workplace safety or environmental performance, yet too often we see businesses failing to evaluate their performance in what is unquestionably their most valuable competitive advantage.
This comprehensive 190 question performance evaluation checklist, enables business owners and managers to drill down into the plethora of customer touch points that collectively contribute to the making or breaking of a standout customer experience.