by Scott McKain · Thomas Nelson Inc · tapa blanda · ISBN 9780785288367
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«What Customers Really Want» is Scott McKain's business essay, published by Thomas Nelson Inc in paperback (195 pages, in English).
Scott McKain draws on his experience as vice president of a $100 million organization to analyze the gap between what companies offer and what their customers desire. The author argues that loyalty is not achieved through good service, product, and price alone, but through a superior experience based on personalization, differentiation, and emotion.
«What Customers Really Want» was published in 2006 with the subtitle «How to Bridge the Gap Between What Your Organization Offers and What Your Clients Crave».
A read for business, marketing, and customer service professionals interested in loyalty and customer experience.
