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Surprise! : The secret to customer loyalty in the service sector /

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Bibliographic Details
Main Author: Magnini, Vincent P. (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:
Service industries > Customer services.
Customer relations.
Surprise.
customer delight
customer service
customer surprise
services marketing
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.

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