This paperback book has appearance of yellowing but still in good condition and wrapped with protective book-wrapper. All pages are undamaged with no significant creases or tears. Scott McKain's experience as vice chairman of a rapidly growing $100 million organization, and his client relationships with the world's leading organizations, have convinced him that there is a stunning difference between what customers want and what most organizations offer. This widening gulf creates dissatisfaction, distrust, and-worst of all for any business-disloyalty. What customers really want today is a superior client experience. Sure, they want good service, a good product, and a good price. But what creates client loyalty is the connection created by organizations through the use of these elements along with personalization, differentiation, and emotion. Scott McKain addresses the biggest obstacle to revenue for businesses in the twenty-first century-the disconnect between what customers seek and what organizations deliver. Drawing from his experience as Vice Chairman of a $100 million organization, McKain reveals how to provide a superior client experience and maintain customer loyalty. Scott McKain is the Co-founder and Principal of The Value Added Institute. His latest book, Collapse of Distinction, was named one of the “Ten Best Business Books” of the year by the Miami Herald, Sacramento Bee, and numerous other major publications. He has appeared on FOX News Network as an Analyst and Commentator.
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