Author Description

Most books talk about what customer service is a greeting, a smile, being polite. This limited sphere of influence makes the current service appear basic and superficial. However in today s competitive service landscape, providing the customer with just this service is not enough. This book talks about how leaders in the field, retailers and their staff can play a vital role in shaping a customer s experience. It is essentially going the additional mile so that a visitor is converted to a shopper and then a lifetime customer. The book is written by a team of authors who have been in the retail industry or have taught retail courses which means that real life strategic and operational issues are raised and discussed. The contents of the book is a pot of collective retail wisdom on how to delight and engage customers. Unique Features The book is not just about knowledge. It prompts action by providing a framework and action points such as the different elements needed to create a remarkable experience, namely crew, culture, contact, conversion so that implementation is made easier. Unlike other books that focus on service delivery, this one focuses and emphasizes on the customer and his experience. Current books in the market talk to people who are in front-line customer service jobs. This book however, engages leaders to change that mindset and impress upon them that creating a remarkable customer experience is a strategic initiative from the top. Best practices and interviews with leading retailers are included to promote easier understanding of concepts and points. Table of Contents: Foreword Preface Acknowledgement Section 1: Raising the Bar 1. Defining Remarkable Customer Experience 2. Formulating the Customer Experience Framework Section 2: Crew Excellence 3. Leading with Impact 4. Starting with the Right Crew Section 3: Culture Excellence 5. Gaining Customer Insights 6. Cultivating Customer-centric Culture Section 4: Contact Excellence 7. Mapping the Experienc