Although 70% of the customer's decision to buy is based on how they are treated as people, few ornganizations have recognized its importance as well as understanding how to implement the qhuman touchq art as a science. John McKean provides a practical guide to implementing this art as consistent, business-wide, technology-enabled science drawn form proven approaches from world-class human touch practitioners.Companies who use incentive-based loyalty programs soon find that these programs only create loyalty to the incentives, e.g. ... At John Higginsa#39;s leading Lexus Dealership, it is critical that his salespeople know as much as possible about a very technical product ... The Lexus labs system will output competitive comparisons for almost any product attribute (engine size, interior size, stereo wattage, etc.).
|Title||:||Customers Are People ... The Human Touch|
|Publisher||:||John Wiley & Sons - 2003-05-16|