The Unforgettable Customer Experience
by Richard Kimber
Richard Kimber believes that no one deliberately sets out to create a poor customer experience. When organisations are small, personal service is easier to deliver. This book is aimed at the Solopreneur, where in the early days customer service is usually excellent and very manageable – in fact initially that's often why most solopreneurs win business – they over-deliver! However, as the solopreneur's business grows, competing priorities, increasing workload and growth challenges set in, and it's easy to lose focus on the customer experience and the service you provide. When the customer experience starts to slip, so then does customer loyalty, sales and profit.
In this book it is believed that every organisation, no matter its' size, is capable of delivering a great customer experience and how not to lose sight of this as your solopreneur business grows. It starts at the beginning; establishing what customer experience is, and why it is so important. This book will show you how customer service impacts on; sales, turnover, and cashflow, and the long term effects poor customer service can have on a business. It will demonstrate the importance of introducing easy-to-follow strategies to create maximum effect. And, how to measure your results.
This book will help you to understand why customer experience should remain a priority in your solopreneur business and how to create the greatest of benefits for you, your customers, and your business.
About The Author
Richard Kimber has over two decades of experience in commercial and customer facing roles building successful and profitable customer relationships. He currently helps businesses of all sizes who want to understand how to deliver consistently great customer experiences that bring greater financial benefits. Richard's key experience was gained working for a market research agency specializing in customer satisfaction and loyalty measurement for both business to business and business to consumer organisations, with clients that included Xerox, Manchester United and Volkswagen Group.
He has also conducted international research for Rolls Royce travelling to Moscow, Norway, Istanbul and Jeddah. He's designed and presented public and in-house training seminars and workshops, covering all aspects of the customer satisfaction measurement and improvement process. He has presented frequently at client conferences on customer experience, and its importance as a foundation in making and growing a successful business. Richard is a companion member of 'The Institute of Customer Service' and is visiting guest lecturer at Huddersfield Business School.
Connect with Richard:Website - ce-coach.co.uk
Twitter - @ce_coach