Crafting the Customer Experience For People Not Like You: How to Delight and Engage the Customers Your Competitors Don't Understand

A “one size fits ALL” approach to customer service is no longer a viable option. Crafting the Customer Experience for People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a “sea of sameness” can foster long-term loyalty and brand preference with exceptional and customized customer service.

Crafting a customer experience that caters to people not like you will bring in new customers and create a competitive advantage over companies that fail to recognize their customers’ diversity. It increases customer loyalty and gives you a greater understanding of your customer groups, opening new thinking on ways to surprise and delight them. Crafting the Customer Experience for People Not Like You offers step-by-step, enlightened advice, including:

• A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y, and Gen Z), racial and ethnic segments, such as Hispanics and African Americans, as well as those who are defined by key lifestyle and life-stage attributes
• Consumer insights that will help business leaders deliver a better business experience to every customer
• How to train employees to serve customers who are not like them, lest they harm your business
• Seven principles for creating an inclusive and inviting customer experience for every consumer group

With this book’s guidance, you can master the customer experience.

People are more diverse than ever before, and our differences manifest themselves in a number of ways. It may mean differing expectations about the speed of getting information—within seconds or by the end of the day. It may mean differing preferences for communication—text versus a phone call or face-to-face meeting. Even racial, ethnic, religious, generational, and geographic differences come into play when satisfying customers’ service expectations.

Crafting the Customer Experience for People Not Like You shows you how to break the “one size fits all” habit and why a customized approach to customer experience works best for growing business, generating loyalty, and creating “brand ambassadors.” Companies and brands are struggling to differentiate themselves in a “sea of sameness,” and the easiest way to foster long-term loyalty and brand preference is through exceptional customer service. Business owners cannot control the economy, the stock market, or the cost of goods and labor. But you can control customer service. It’s an empowering thought. The one thing that is 100 percent in your control at all times is also more important than ever.

Crafting the Customer Experience for People Not Like You will show you how to deliver a better business experience with every customer. Show each of your customers that you understand them—that you get them—and they’ll show you the love, too.