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by Randy MacLean (Author), Jeanne Hurlbert Phd (Author)
In this time of great disruption and challenge, wholesale distributors can gain competitive advantage by doing one simple thing: know their customers well so they can serve them well. It's simple and basic, isn't it? But it's also startling effective - and the stark reality is that most of your competitors aren't doing this, which is why capitlaizing upon this opportunity proves so lucrative. This book teaches you the three simple steps to implementing Concierge Customer Service(TM), in which you give your customers MORE encompasses a customer-centric mindset, not just among your customer service personnel but throughout your organization; taking ownership of customers' problems to ensure you provide solutions; ensuring referability so you can reach deep into your target market to "clone" your best customers, at virtually no cost; and differentiating your company in the marketplace by providing an extraordinary experience for your customers. Taking these 3 simple steps to become customer-centric lets you increase customer retention, conversion of prospects to customers, continuous process improvement, and profitability.
