Surprise! : The secret to customer loyalty in the service sector /
Modern consumers are bombarded with information from every angle. They can't handle it and, consequently, tune-out large portions of the information. Therefore, in order to gain their full attention, firms must find ways to surprise them during transactions--spawn mental script deviations for t...
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| Main Author: | |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
New York, New York (222 East 46th Street, New York, NY 10017) :
Business Expert Press,
2015.
|
| Edition: | First edition. |
| Series: | 2014 digital library.
Marketing strategy collection. |
| Subjects: | |
| Online Access: | An electronic book accessible through the World Wide Web; click to view |
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Table of Contents:
- Part I. Your customers are usually not paying attention
- 1. Information overload
- 2. Script deviation
- Part II. Surprise!
- 3. Stories from the hotel sector
- 4. Surprises in many forms
- 5. Novel surprise ideas
- Part III. Generating surprise ideas: an employee's perspective
- 6. Employees' motivation to surprise
- 7. Employees' ability to surprise
- 8. Expertise awareness in organizational relationships
- 9. Expertise access in organizational relationships
- Part IV. Generating surprise ideas: a customer's perspective
- 10. Rapport building with your customers
- 11. Feedback from your customers
- 12. Scanning the business environment for surprise ideas
- Final thought: 3 + 4 = 9 or 10
- About the author
- Notes
- References
- Index.