What Customers Really Want : How to Bridge the Gap Between What Your Organization Offers and What Your Clients Crave

What Customers Really Want : How to Bridge the Gap Between What Your Organization Offers and What Your Clients Crave

Editorial Reviews
Book Description

Scott McKain's experience as vice chairman of a rapidly growing $100 million organization, and his client relationships with the world's leading organizations, have convinced him that there is a stunning difference between what customers want and what most organizations offer. This widening gulf creates dissatisfaction, distrust, and-worst of all for any business-disloyalty.

What customers really want today is a superior client experience. Sure, they want good service, a good product, and a good price. But what creates client loyalty is the connection created by organizations through the use of these elements along with personalization, differentiation, and emotion.

What Customers Really Want : How to Bridge the Gap Between What Your Organization Offers and What Your Clients Crave,Scott McKain,Nelson Business,0785211985,Business & Economics,Business / Economics / Finance,Business/Economics,Consumer behavior,Customer Service,Customer services,Marketing,Psychological aspects,Relationship marketing,Business & Economics / Customer Service

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