Kelly McDonald

Crafting the Customer Experience for People Not Like You Kelly McDonald

People are more diverse than ever before, and our differences manifest themselves in a number of ways. It may mean differing expectations about speed of information. (instantly, in the next few seconds, or by the end of the day). It may mean differing preferences for communication (texting vs. calling or sitting down to meet with a customer). Even racial, ethnic, religious, generational and geographic differences come into play for satisfying customers service expectations. This book will show readers why a one-size fits all approach to customer service is no longer viable and why a customized approach to working with customers is the new way to garner business, loyalty and create brand ambassadors. Companies, brands and products are struggling to differentiate themselves in a sea of sameness and the easiest way to foster long-term loyalty and brand preference is with exceptional customer service. Business owners cannot control the economy, the stock market or the costs of goods and labor. But the one thing they can control is customer service. Its an empowering thought. Its the one thing that is 100% in your control at all times and its more important than ever. Delivering Customer Service will help readers to learn the consumer insights that will help them deliver a better business experience with every customer. Also, core customer groups will be highlighted (women, the five generations - matures, Boomers, Gen X, Gen Y, and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes.