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What Customers Really Want: Bridging the Gap Between What Your Company Offers and What Your Clients Crave

Scott McKain

Scott McKain's experience as vice chairman of a rapidly growing $100 million organization, and his client relationships with the world's leading organizations, have convinced him that there is a stunning difference between what customers want and what most organizations offer.

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Book Information

Publisher: Nelson Business
Publish Date: 08/16/2005
Pages: 195
ISBN-13: 9780785211983
ISBN-10: 0785211985
Language: English

Full Description

Scott McKain's experience as vice chairman of a rapidly growing $100 million organization, and his client relationships with the world's leading organizations, have convinced him that there is a stunning difference between what customers want and what most organizations offer. This widening gulf creates dissatisfaction, distrust, and-worst of all for any business-disloyalty.

What customers really want today is a superior client experience. Sure, they want good service, a good product, and a good price. But what creates client loyalty is the connection created by organizations through the use of these elements along with personalization, differentiation, and emotion.

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