Managing Customer Experience

Autorentext

Liz Penner teaches in the School of Marketing and School of Construction at the British Columbia Institute of Technology (BCIT), delivering courses in customer service, small business development, and legal issues. She brings more than two decades of entrepreneurial and frontline customer service experience to her teaching and writing.

Klappentext

In a world where customer experience is the ultimate differentiator, Managing Customer Experience is the essential guide for entrepreneurs and small business owners navigating the complex demands of today's service landscape.

Unlike books that focus on the strategies of corporate giants, this practical and insightful resource is tailored to the unique challenges faced by small businesses and service providers who work directly with their customers. Grounded in the RPE model-Relationships, Profitability, and Execution-it offers actionable tools and frameworks to help readers build customer loyalty without overextending resources, maintain warmth and professionalism in every interaction, and charge fairly for the value they deliver while ensuring long term growth.

With a focus on critical thinking, people management, and decision making, the book empowers readers to see their customers clearly, understand their needs, and deliver consistently high quality service. It blends empathy with economics, providing strategies to build trust, communicate with confidence, and create profitable, enduring relationships in an increasingly digital and automated world.

Whether you're an entrepreneur or a small business owner striving to balance today's demands with tomorrow's reputation, this book is your roadmap to sustainable success. It will also be essential reading for undergraduate and graduate students.

Inhalt

Section 1 - Relationship. Chapter 1 Intro - Profitability | Relationship | Execution. Chapter 2 Critical Thinking and Problem Solving. Chapter 3 The Customer Experience. Chapter 4 Values and Beliefs. Chapter 5 Understanding Perception and Setting Expectations. Chapter 6 Communicating with the Customer. Chapter 7 The Power of Appreciation. Chapter 8 The Self Aware Practitioner. Section 2 - Profitability. Chapter 9 Business Model Design. Chapter 10 The Customer Purchase. Chapter 11 The Customer Contribution Model. Section 3 - Execution. Chapter 12 Follow Through. Chapter 13 Objection Management. Chapter 14 Receiving, Evaluating and Acting on Feedback. Chapter 15 Mico Ethics. Chapter 16 Customer Service Rules. Chapter 17 Bringing it All Together.