ENGLISH

Surprise! : the secret to customer loyalty in the service sector

By Magnini , Vincent P

Book information

Publisher
Business Expert Press
Year
2015
ISBN
1631571028, 978-1-63157-102-2, 978-1-63157-103-9, 1631571036
Language
english
Format
PDF
Filesize
2 MB (1692545 bytes)
Series
2014 digital library.; Marketing strategy collection
Edition
First edition
Pages
180\138
Time added
2015-12-23 22:00:00
Service industries -- Customer services. Customer

Description

Modern consumers are being bombarded with information from every angle. They can't absorb it all and, consequently, tune-out large portions of the information. Therefore, in order to gain their full attention, firms must find ways to surprise them during transactions. They must spawn mental script deviations for them. Research indicates that these script deviations can cement their loyalty. Therefore, Surprise! The Secret to Customer Loyalty in the Service Sector details how to create a surprise culture in a service firm. Any owner or manager competing in one of the many service sectors would benefit from implementing the information contained within these pages

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