Description: For the last 15 years, the focus has been on customer service as crucial to business success. So does this mean that our customers are getting better service. Not a chance. Survey after survey has shown that really good customer service is still the exception. And with customer expectations higher than ever, and the competition not standing stillespecially with the emergence of the wired worldan outstanding customer relationship is the only safe way of building differentiation. To make a customer relationship the driving force behind repeat business calls for a quantum shift in thinking and doing; from customer friendliness to customer charisma. A business with charisma gives the customer something very special. When you deal with a business with charisma, you want to tell others about it. You want to share your feelings. This book is about giving your business charisma. Capturing Customers' Hearts analyzes what lies behind customers' emotional attachment to a product or service, and teaches you how to create customer charisma so that not only is your company winning new customers, but is keeping its existing ones. You'll never look at your customers in the same way again.

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