摘要:"The renaissance of customer service has raised the bar to such a point that organizations are ready to consider "love" as a behavioral expression of customer devotion. When organizations like Southwest Airlines use LUV as their stock symbol, when formerly stiff-upper-lip senior executives unabashedly embrace front-line employees at awards ceremonies, when hard-nosed CEOs speak of passion and deep values in the same breath as "bottom line," it signals an era of accepting old-fashioned, lump-in-your-throat concepts." "As customers, we can be wowed, yet still not be wooed. What happens to us that turns allure into allegiance? What is the anatomy of customer love? And, what can organizations do to attract customer love? Customer love is more than a serendipitous, starry-eyed moment. "Love" is code for many emotions: adoration, devotion, and passionate attachment. It is that warm feeling you get when you feel a special, sometimes unexplainable connection." "Woven throughout this book is a belief that attracting customer love requires a special organizational culture. Customers see the organization through the attitude and practices of the people they encounter. Customer confidence in a organization's capacity and desire to back its front-line ambassador is either confirmed or dashed by what that ambassador says and does." "The path to attracting customer love today is arduous. Customers are less patient, more finicky, less trusting, and more astute regarding the worth of service. Efforts to nurture customer love must take into account their new attitudes and standards. Book jacket."--BOOK JACKET.
