What you experience is what you remember. The more emotional the
experience, the deeper it is branded into your memory.
Experience has a massive impact on buying decisions. Every
touch point, every time you or someone in your company engages a
customer, it creates an experience - something they remember. When
they have a negative experience, they tend to vote with their feet
(and their wallets) and head straight to your competitors. When
customers have positive emotional experiences, it anchors them to
your brand, your product or service, and ultimately to
you.

In the twenty-first century, competitive advantages derived from
unique products are services are short-lived because competitors
are able to quickly and easily duplicate or match your offering.
Likewise a focus on customer satisfaction and loyalty will no
longer give you the competitive edge. Delivering a legendary
customer experience has emerged as the single most important
competitive advantage for companies across all industries. In
People Love You you'll learn the real secrets of
customer experience including:

* 7 Essential Principles of Customer Engagement

* 5 Levers for Creating a Legendary Customer Experience

* The Secret to Bridging the Experience Gap

* How to Leverage the Pull Strategy to become a Trusted
Advisor

* 2 Most Important Rules for Dealing with Pissed-off
Customers

In a hypercompetitive, global marketplace protecting your
company's customer base, the lifeblood of your business, must
become your number one priority. The rubber hits the road with
account managers, project managers, sales professionals, and
customer service professionals--the people most connected to
customers--who are on the frontlines of customer experience.
They build unique and enduring emotional connections with customers
that creating long-term revenue and profit streams. In People
Love You, human relationship guru, Jeb Blount, gives you a
powerful playbook for interacting with customers in a way that
creates deep, enduring, visceral connections that withstand
relentless economic and competitive assaults.