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    We Are All Customers!: Earning and Keeping Our Loyalty
    We Are All Customers!: Earning and Keeping Our Loyalty
    We Are All Customers!: Earning and Keeping Our Loyalty
    Ebook64 pages42 minutes

    We Are All Customers!: Earning and Keeping Our Loyalty

    By Alan Faingold and Elaine Kronon

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    About this ebook

    No matter who you are, you are a customer.
    'We Are All Customers!' examines service excellence from the customer's vantage point. Every customer deserves to receive exceptional treatment from people who understand how to ensure customer satisfaction and promote loyalty. Customers are the key to organizational survival so their satisfaction should be at the heart of decision-making. Team members must be all-in on an organization's culture and mission. When leaders reinforce customer service philosophy with decisions and actions, they align brand integrity with pride of workmanship and shape team member performance. Keeping customers depends on delivering service that promotes customer loyalty to ensure meeting your financial bottom line. Why should a customer choose to trust you?

    Who gives you such an exceptional experience you cannot wait to tell the world: I am definitely going back again! Where will you never go back to again? In this book, we show you a practical system for lowering team member turnover and improving their engagement.
    LanguageEnglish
    PublisherBookBaby
    Release dateJul 1, 2020
    ISBN9781098310103
    We Are All Customers!: Earning and Keeping Our Loyalty

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      Book preview

      We Are All Customers! - Alan Faingold

      ISBN 978-1-09831-009-7 (print)

      ISBN: 978-1-09831-010-3 (ebook)

      Copyright © 2020 Alan Faingold / Customer Loyalty Concepts LLC

      All Rights Reserved.

      We Are All Customers!

      "Are you a manager of people who serve customers? If so, this book is for you, whatever your industry. Alan and Elaine have integrated tried-and-true tenets of building customer loyalty with realities of today’s culture and technology: from Deming’s principles to today’s tablets on your dining table. Seven easy-read chapters will keep you captivated with illustrative narratives of what works and does not, how to notice and figure out customer feelings toward your brand, and how to affect those experiences so customers return to you and not your competitor.

      Customers are the heart of your business, the blood of what you do. Alan and Elaine help you get to the heart of building loyalty.

      – Kelly S. Hall, Ph.D., Texas A&M University-Kingsville

      Faingold and Kronon have captured the significant impact of creating customer-focused enterprises taught in most of the best business development programs globally. They exemplify what Peter Drucker taught us in 1985 that there is only one valid definition of business purpose: to create a customer. They extend Drucker’s thinking with their focused approach to creating exemplary business practices to hold on to those very customers while offering practical insights and tips to improve business processes.

      Every business owner knows that the most expensive customer is the one who comes into your business for the first time. So, getting them and keeping them becomes the difference between success and failure. This book is well-researched and a valuable addition to the library of any serious business owner interested in improving their business-customer relationships.

      – Pettis Perry, Doctor of Education, Organization and Leadership

      This book offers us a chance to see customer service through so many rich lenses such as the customer, the manager, and the team members. I absolutely love the examples included throughout and especially love the reflective questions that challenge the reader as we consider our own experiences as leaders, as managers, as team members, and/or as customers. Alan and Elaine have a wonderful way with words that bring the idea of customer service to light in a brand new, reflective way. Ideas we hear so much about have been made ‘real.’ The reflective appraisals will make a huge difference for organizations seeking to lower turnover.

      – Gina Smith, Ed.D., Arizona State University

      Absolutely Splendid! Having been in the construction and building industry for over 35 years, we collectively have and continue to chase the elusive status of attaining Customer Excellence." If you choose to commit to customer satisfaction, determine before you start to complete the process because "We are all customers…..

      – Ben Collins, TN Tech AIA, Corporate Standards Manager

      Alan Faingold and Elaine Kronon have written an essential guide to understanding our customers. They base their work on decades of experience, authentic customer stories, and a deep-dive into the research literature. They remind us that the key to customer satisfaction - like Dorothy’s ruby slippers - is with us at all times: Remembering that we, too, are customers. The authors walk with us, step-by-step, as we endeavor to apply this Golden Rule to our respective industries and clientele so that we meet both our customers’ needs and our own financial bottom lines.

      – Brooke Shriner, Ph.D., Psychology

      "Alan and Elaine gave us a wonderful gift with their new

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