If you are not thinking about customers, you are not thinking. (Ted Levitt)
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South Africa 's largest businesses habitually invite their best clients to watch rugby, soccer or cricket in "the box" on Saturday afternoons, where the hosts wine and dine their guests. The idea is that the customers will repay this kindness by placing more orders. It's just not enough, because many customers spend millions of rand, and sometimes receive very little extra value except the basic product or service which they paid for.
“The box” is usually limited to a couple of dozen people, the choice of sport depends on the CEO, not on customer tastes, and many of the invited customers would prefer to go to the opera. But does it create long-term sustainable customer loyalty in the first place?
Businesses spend fortunes to reward their top customers, and when it comes to the crunch, customers quickly forget where their loyalty should lie. That's why Rugby On Saturday is Just Not Enough. There are hundreds of ways in which companies can add value for all of their customers - and most of them don't cost more than a few rand. On the other hand, the little special things that you do could create customers for life, and in this book we share with you at least 82 ways of adding value, and citing hundreds of examples.
Thus, using the principles of "Blue Ocean Strategy," you can come up with value innovations that make you indispensable to your customers, giving them irresistible experiences - and making your competitors irrelevant. (Also available as an audio-book.)
A business novel about the power of keeping in touch with your customers. Follow the saga of Henry Griffiths as he struggles to deal with a sudden flood of customer complaints that culminates in a crisis for his company. As you read, learn about how a simple four-step process can help to create an incredibly powerful relationship with customers that is difficult, if not impossible, for your competitors to emulate. The book reveals the secrets of how to develop powerful ties to customers, with predictable positive results for both you and your customers. (Also available as an audio-book.)
An inspirational book that can serve as a beautiful and useful gift for your staff, especially when they need a boost of motivation. In an attractively bound, full colour page-a-day format, and printed in a convenient small size, it is easily kept in a pocket or a handbag, and contains a collection of quotations and hints for people who deal with customers. Readers also get dozens of hints about what they can do to Delight Your Customers.
Order this book and we will send you an updated list of many more quotations that we have collected since this book was originally published.
If you enjoy reading Aki's monthly newsletters or columns on customer care, then this is a must for you. We have collected the very best and most popular articles, and put them in a collection that you will enjoy.
Apart from being a useful collection of the hundreds of really funny and often inspiring stories and anecdotes that Aki tells in his seminars, this collection also includes literally thousands of hints and practical suggestions for improving your company's customer care efforts.
(Also available as an audio-book.)
“People don’t do business with a company, they do business with people who represent that company and can commit its resources and support. And people the world over do business with people they trust and respect.”
Carly Fiorina, Chairman and CEO of The Hewlett Packard Company (Retired)
