The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success
The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success
Overview
Techniques to Move Your Customers Beyond Mere Satisfaction--at Every Point of ContactGlobal competition today is fierce, and customers who are merely satisfied with your company's products or services will soon be lured away by your competition.The Customer Delight Principlereveals how today's leading marketers consistently retain and grow their customer bases ��by moving beyond satisfaction to discover and fill each customer's unseen yet essential needs. Comprehensive in scope yet focused in treatment, this book reveals how to dramatically increase your organization's positive customer experiences, virtually eliminate the negative, ��and drive your customers to new levels of repeat purchasing, loyalty, and sheer delight.Praise forThe Customer Delight Principle"Customer satisfaction should no longer be the goal of a service organization. In the new economy, what matters is customer retention and the bottom line.The Customer Delight Principleshows us how."--Patrick Zacchea, Vice President, Van Kampen Funds"Keiningham and Vavra raise the aspirations for customer satisfaction for all with the perspective of achieving customer delight. The concept is explained clearly using brand experiences almost all of us have surely had."--George Stalk, Senior Vice President, The Boston Consulting Group, Editor,Breaking Compromises"The Customer Delight Principleis a provocative and compelling read."--Ross Goodwin, Corporate Customer Loyalty Manager, Hewlett-Packard Company"Numerous studies have shown that anywhere from 60 percent to 85 percent of customers who switch firms would have been classified as satisfied according to conventional analytic procedures. WithThe Customer Delight Principlewe hope to alert the business community to the pitfalls of managing for improved satisfaction. Organizations that understand our principles and manage accordingly will succeed."--From the PrefaceIn today's Web-shopping, brand-hopping, global competitive environment, customersexpectsatisfaction. But too often, inconsistencies and inaccuracies in customer satisfaction measurement programs lead managers to blame themselves��--as opposed to poor underlying models--��for failure to promote positive changes and improved results.The Customer Delight Principlepresents a step-by-step program for taking your company further up the customer satisfaction continuum, from a reliance on the satisfaction-maintaining characteristics that customers increasingly take for granted to a focus on unexpected, customer delight-creating attributes. Renowned customer retention consultants and thought leaders Timothy Keiningham and Terry Vavra unveil a customer delight principle based not on wishful thinking and outdated research but instead on current real-world findings that include:Perceived costs of negative outcomes to a customer, and how they far outweigh the perceived benefit from expected outcomesThe nonlinear relationship between perceived performance and customer satisfaction, in which customer attitude changes follow a classic diminishing-returns modelCase studies of FedEx Customer Critical, Toys "R" Us, Mercedes-Benz USA, and others on determining the "delight-creating" attributes of a product or service, ��then concentrating performance-improvement efforts in those areasSatisfied customersaregood for business success--��just not good enough. Follow the steps outlined inThe Customer Delight Principleto construct an innovative customer delight program for your own company, one designed to drive repeat purchasing and customer loyalty, ��along with bottom-line profit and value growth.Description
Condition Guidelines
Books - New and Used
The following guidelines apply to books:
- New: A brand-new copy with cover and original protective wrapping intact. Books with markings of any kind on the cover or pages, books marked as "Bargain" or "Remainder," or with any other labels attached, may not be listed as New condition.
- Used - Good: All pages and cover are intact (including the dust cover, if applicable). Spine may show signs of wear. Pages may include limited notes and highlighting. May include "From the library of" labels. Shrink wrap, dust covers, or boxed set case may be missing. Item may be missing bundled media.
- Used - Acceptable: All pages and the cover are intact, but shrink wrap, dust covers, or boxed set case may be missing. Pages may include limited notes, highlighting, or minor water damage but the text is readable. Item may but the dust cover may be missing. Pages may include limited notes and highlighting, but the text cannot be obscured or unreadable.
Note: Some electronic material access codes are valid only for one user. For this reason, used books, including books listed in the Used – Like New condition, may not come with functional electronic material access codes.
Shipping & Delivery
Shipping Fees
- Stevens Books offers FREE SHIPPING everywhere in the United States for ALL non-book orders, and $3.99 for each book.
- Packages are shipped from Monday to Friday.
- No additional fees and charges.
Delivery Times
The usual time for processing an order is 24 hours (1 business day), but may vary depending on the availability of products ordered. This period excludes delivery times, which depend on your geographic location.
Estimated delivery times:
- Standard Shipping: 5-8 business days
- Expedited Shipping: 3-5 business days
Shipping method varies depending on what is being shipped.
Tracking
All orders are shipped with a tracking number. Once your order has left our warehouse, a confirmation e-mail with a tracking number will be sent to you. You will be able to track your package at all times.
Damaged Parcel
If your package has been delivered in a PO Box, please note that we are not responsible for any damage that may result (consequences of extreme temperatures, theft, etc.).
If you have any questions regarding shipping or want to know about the status of an order, please contact us or email to support@stevensbooks.com.
Returns & Refunds
You may return most items within 30 days of delivery for a full refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a tracking number, which shows the items which you already returned to us.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Items returned to us as a result of our error will receive a full refund,some returns may be subject to a restocking fee of 7% of the total item price, please contact a customer care team member to see if your return is subject. Returns that arrived on time and were as described are subject to a restocking fee.
Items returned to us that were not the result of our error, including items returned to us due to an invalid or incomplete address, will be refunded the original item price less our standard restocking fees.
If the item is returned to us for any of the following reasons, a 15% restocking fee will be applied to your refund total and you will be asked to pay for return shipping:
- Item(s) no longer needed or wanted.
- Item(s) returned to us due to an invalid or incomplete address.
- Item(s) returned to us that were not a result of our error.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Shipping Cost
We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). In other cases, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Overview
Techniques to Move Your Customers Beyond Mere Satisfaction--at Every Point of ContactGlobal competition today is fierce, and customers who are merely satisfied with your company's products or services will soon be lured away by your competition.The Customer Delight Principlereveals how today's leading marketers consistently retain and grow their customer bases ��by moving beyond satisfaction to discover and fill each customer's unseen yet essential needs. Comprehensive in scope yet focused in treatment, this book reveals how to dramatically increase your organization's positive customer experiences, virtually eliminate the negative, ��and drive your customers to new levels of repeat purchasing, loyalty, and sheer delight.Praise forThe Customer Delight Principle"Customer satisfaction should no longer be the goal of a service organization. In the new economy, what matters is customer retention and the bottom line.The Customer Delight Principleshows us how."--Patrick Zacchea, Vice President, Van Kampen Funds"Keiningham and Vavra raise the aspirations for customer satisfaction for all with the perspective of achieving customer delight. The concept is explained clearly using brand experiences almost all of us have surely had."--George Stalk, Senior Vice President, The Boston Consulting Group, Editor,Breaking Compromises"The Customer Delight Principleis a provocative and compelling read."--Ross Goodwin, Corporate Customer Loyalty Manager, Hewlett-Packard Company"Numerous studies have shown that anywhere from 60 percent to 85 percent of customers who switch firms would have been classified as satisfied according to conventional analytic procedures. WithThe Customer Delight Principlewe hope to alert the business community to the pitfalls of managing for improved satisfaction. Organizations that understand our principles and manage accordingly will succeed."--From the PrefaceIn today's Web-shopping, brand-hopping, global competitive environment, customersexpectsatisfaction. But too often, inconsistencies and inaccuracies in customer satisfaction measurement programs lead managers to blame themselves��--as opposed to poor underlying models--��for failure to promote positive changes and improved results.The Customer Delight Principlepresents a step-by-step program for taking your company further up the customer satisfaction continuum, from a reliance on the satisfaction-maintaining characteristics that customers increasingly take for granted to a focus on unexpected, customer delight-creating attributes. Renowned customer retention consultants and thought leaders Timothy Keiningham and Terry Vavra unveil a customer delight principle based not on wishful thinking and outdated research but instead on current real-world findings that include:Perceived costs of negative outcomes to a customer, and how they far outweigh the perceived benefit from expected outcomesThe nonlinear relationship between perceived performance and customer satisfaction, in which customer attitude changes follow a classic diminishing-returns modelCase studies of FedEx Customer Critical, Toys "R" Us, Mercedes-Benz USA, and others on determining the "delight-creating" attributes of a product or service, ��then concentrating performance-improvement efforts in those areasSatisfied customersaregood for business success--��just not good enough. Follow the steps outlined inThe Customer Delight Principleto construct an innovative customer delight program for your own company, one designed to drive repeat purchasing and customer loyalty, ��along with bottom-line profit and value growth.Description
Condition Guidelines
Books - New and Used
The following guidelines apply to books:
- New: A brand-new copy with cover and original protective wrapping intact. Books with markings of any kind on the cover or pages, books marked as "Bargain" or "Remainder," or with any other labels attached, may not be listed as New condition.
- Used - Good: All pages and cover are intact (including the dust cover, if applicable). Spine may show signs of wear. Pages may include limited notes and highlighting. May include "From the library of" labels. Shrink wrap, dust covers, or boxed set case may be missing. Item may be missing bundled media.
- Used - Acceptable: All pages and the cover are intact, but shrink wrap, dust covers, or boxed set case may be missing. Pages may include limited notes, highlighting, or minor water damage but the text is readable. Item may but the dust cover may be missing. Pages may include limited notes and highlighting, but the text cannot be obscured or unreadable.
Note: Some electronic material access codes are valid only for one user. For this reason, used books, including books listed in the Used – Like New condition, may not come with functional electronic material access codes.
Shipping & Delivery
Shipping Fees
- Stevens Books offers FREE SHIPPING everywhere in the United States for ALL non-book orders, and $3.99 for each book.
- Packages are shipped from Monday to Friday.
- No additional fees and charges.
Delivery Times
The usual time for processing an order is 24 hours (1 business day), but may vary depending on the availability of products ordered. This period excludes delivery times, which depend on your geographic location.
Estimated delivery times:
- Standard Shipping: 5-8 business days
- Expedited Shipping: 3-5 business days
Shipping method varies depending on what is being shipped.
Tracking
All orders are shipped with a tracking number. Once your order has left our warehouse, a confirmation e-mail with a tracking number will be sent to you. You will be able to track your package at all times.
Damaged Parcel
If your package has been delivered in a PO Box, please note that we are not responsible for any damage that may result (consequences of extreme temperatures, theft, etc.).
If you have any questions regarding shipping or want to know about the status of an order, please contact us or email to support@stevensbooks.com.
Returns & Refunds
You may return most items within 30 days of delivery for a full refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a tracking number, which shows the items which you already returned to us.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Items returned to us as a result of our error will receive a full refund,some returns may be subject to a restocking fee of 7% of the total item price, please contact a customer care team member to see if your return is subject. Returns that arrived on time and were as described are subject to a restocking fee.
Items returned to us that were not the result of our error, including items returned to us due to an invalid or incomplete address, will be refunded the original item price less our standard restocking fees.
If the item is returned to us for any of the following reasons, a 15% restocking fee will be applied to your refund total and you will be asked to pay for return shipping:
- Item(s) no longer needed or wanted.
- Item(s) returned to us due to an invalid or incomplete address.
- Item(s) returned to us that were not a result of our error.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Shipping Cost
We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). In other cases, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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