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Does your company go above and beyond to give companies a thrilling experience? Are you loved by your customers? Are your employees empowered to do whatever it takes to delight your customers? If not, then you face the risk that your customers will feel that your company is just ho hum—or, as we bluntly put it—your company sucks. But there’s an alternative.
Apple, W Hotels, Manolo Blahnik, Tiffany, Walmart, The Economist and Cheesecake Factory. What do these companies have in common? They have all made the transition from being liked to loved and then have made the quantum leap to leaving their customers and clients thrilled.
It starts with managing your business beyond the traditional, the ordinary and the acceptable—the good, kind and delightful—to an extreme state in which a company’s customers are wildly devoted to the business. Customers will brag about it as if it is their own and have a level of allegiance that turns their relationships with the company into annuities. Surprisingly, very few companies really think about the customer.
But the real question is, how did they do it? Author Mark Stevens walks readers through the process step by step. Starting with why companies rarely “thrill” their customers, why the element of surprise is necessary, learning what isn’t taught in business school, and how to infuse your business with the “thrill” factor.
Mark Stevens is a bestselling author, CEO of MSCO, a results-driven management and marketing firm, and a popular media commentator on a host of business matters including marketing, branding, management and sales. He has lent his insight to Carl Icahn on Fox Business Network, Associated Press, CNN International and Bloomberg TV to CNBC, MSNBC, NPR and Bloomberg Radio. Stevens also has a wildly successful blog, Unconventional Thinking, ranked among the “Top 6 Marketing Blogs in the World,” by www.blogged.com.