Surprise! : The secret to customer loyalty in the service sector /

Surprise! : The secret to customer loyalty in the service sector /

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Bibliographic Details
Author / Creator:	Magnini, Vincent P., author.
Edition:	First edition.
Imprint:	New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2015.
Description:	1 online resource (122 pages)
Language:	English
Series:	Marketing strategy collection, 2150-9662 2014 digital library. Marketing strategy collection.
Subject:	Service industries -- Customer services. Customer relations. Surprise. Customer relations. Service industries -- Customer services. Surprise.
Format:	E-Resource Book
URL for this record:	http://pi.lib.uchicago.edu/1001/cat/bib/10321132

Hidden Bibliographic Details
Varying Form of Title:	Secret to customer loyalty in the service sector.
ISBN:	9781631571039 9781631571022
Notes:	Part of: 2014 digital library. Includes bibliographical references (pages 111-119) and index. Access restricted to authorized users and institutions. Also available in print. Mode of access: World Wide Web. System requirements: Adobe Acrobat reader. Title from PDF title page (viewed on October 13, 2014).
Summary:	Modern consumers are bombarded with information from every angle. They can't handle it and, consequently, tune-out large portions of the information. Therefore, in order to gain their full attention, firms must find ways to surprise them during transactions--spawn mental script deviations for them. Research indicates that these script deviations can cement their loyalty. Therefore, Surprise! The Secret to Customer Loyalty in the Service Sector details how to create a surprise culture in a service firm.
Other form:	Print version: 9781631571022

Table of Contents:

Part I. Your customers are usually not paying attention
1. Information overload
2. Script deviation
Part II. Surprise!
3. Stories from the hotel sector
4. Surprises in many forms
5. Novel surprise ideas
Part III. Generating surprise ideas: an employee's perspective
6. Employees' motivation to surprise
7. Employees' ability to surprise
8. Expertise awareness in organizational relationships
9. Expertise access in organizational relationships
Part IV. Generating surprise ideas: a customer's perspective
10. Rapport building with your customers
11. Feedback from your customers
12. Scanning the business environment for surprise ideas
Final thought: 3 + 4 = 9 or 10
About the author
Notes
References
Index.