Think FOR Your Customer

Page Samples

To let you have a look through the book before you buy it, we have included a few chapters. Click the page titles to download that sample chapter. Adobe Acrobat Reader

These chapter samples are available in Portable Document Format (PDF). Adobe Acrobat Reader is free software that lets you view and print Adobe PDF files. To access PDF files you need Adobe Acrobat Reader installed. If you do not have Adobe Acrobat Reader on your computer, you can download it below.

(Free Download)

Think FOR Your Customers

Over the years, various authors have written books on customer service. The theme of these books has basically revolved around thinking like a customer. But, times change and customers and businesses change with them. Potential customers today have less time than ever before, and in addition they are now getting an information overload. If in today’s market you thought like a customer, the chances are you’d be as stressed and confused as many of them are!

Download ThinkFORYourCustomers.pdf

Create an Experience

Everyone wants an experience when he or she deals with a business, but do you provide a memorable one? There is an excellent book, ‘The Experience Economy: Work is Theatre and Every Business a Stage’ by B. Joseph Pine II and James H. Gilmore that challenges the way you think about creating the right experience for your customers in your business.

Download CreateanExperience.pdf

It’s Time to Change the Culture

Sales are down, and more businesses like yours are competing in the marketplace. If this sounds familiar — what is the answer? Far too many businesses choose to respond by reducing prices and, maybe, sending the team on a customer-care workshop. How often have businesses done this to find that turnover still keeps spiralling down?

Download TimetoChangeCulture.pdf

Provide What the Customer Expects and You Will Fail

How many businesses do you rave about to friends? Think about it; you and I visit numerous businesses every day. The majority do their job and provide satisfactory customer service. There is nothing wrong with that. But if you want to grow your business, you can’t provide mere satisfaction. Satisfaction won’t grow your business. What you need is a ‘Raving Fan Policy’.

Download ProvideWhattheCustomerExpectsandYouWillFail.pdf

Talk to Me and Build a Relationship

In my conference presentations, I often talk about the importance of personality when building a relationship with a customer. I stress that you recruit for personality and you then train the team in technical knowledge.