The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success

Rating:
Summary: Right on the mark! Where have you guys been?
Review: "The Customer Delight Principle" by Keiningham and Vavra is the missing link to the mystery of why customer satisfaction, which seems like a sound principle, has failed with so many companies. Customer satisfaction has been perceived as a sound principle (and quite frankly - a way of life) for many corporate research and marketing departments for many years. Anyone in the field would have to admit that, while the principle sounds solid, the end results have almost always been less than satisfactory. Perhaps down right poor.

The "Customer Delight Principle" is the first publication that has been bold enough to shoot a hole in past theory and validate true bottom-line, measurable, results. Completing the final lesson in the ultimate goal for a customer oriented operation.

Practicing customer satisfaction techniques in the past can be compared with buying into the Lexus marketing and going out and buying a vehicle without a test drive. Until you know the feel, smell, taste, touch of a principle, and then truly have tested the outcomes, you never know what you are getting into. This book takes you through the test drive, and truly delivers the missing link!

Buy it, read it, create an internal educational project to incorporate this theory into your practices with management. If you do, you'll get a leap on the competition (before they read it).

Sincerely,

Thomas Bell

Note: Thomas Bell is a respected educator having dedicated much of his career advising corporate marketing departments with companies such as Gannett, CitiGroup, RDI Marketing & Research, and BMI.

Rating:
Summary: The Customer Delight Principle
Review: I work in the sanitation industry and boy could the owner of my company as well as all his drivers and helpers could use a good dose of this book. On my companies behalf, I firmly believe and will try to enact some of the basic principles that are discussed in this book. Personally, I have gained a lot of knowledge and when I interact with customers, ( usually to put out fires ), I will benefit by implementing the strategies set forth in this book. Thumbs up!