دانلود کتاب Never lose a customer again: turn any sale into lifelong loyalty in 100 days

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A letter from the author: the future of business is H2H -- If a dentist can do it, why can't you? -- The cost of losing a customer -- Customer direction: a structural and cultural problem -- What is customer experience? -- You only have 100 days (if that long) to get it right -- The eight phases of the customer experience -- Phase 1: Assess -- Phase 2: Admit -- Phase 3: Affirm -- Phase 4: Activate -- Phase 5: Acclimate -- Phase 6: Accomplish -- Phase 7: Adopt -- Phase 8: Advocate -- Get started: how to stop losing customers today -- Conclusion: if Comcast can do it, so can you.;"In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship."--