Customer experiences vital for profit growth

The seven drivers of great customer experiences produce higher customer retention and higher profits.

Customers today have unlimited information at their fingertips and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and in many industries, the key to business success, according to Bill Price and David Jaffe, authors of the book.

Though the mediums for customer engagement continuously evolve, Price and Jaffe show that customer needs remain unchanged. In Your Customer Rules!, they define a critical hierarchy of seven needs that companies can meet and apply as a methodology. The challenge of meeting these needs will guide the vital strategies that businesses need to adopt in order to sell and serve in the new business model,"Me2B", the authors describe as the only business model today - one in which the customer, not the business, dictates the terms of engagement. Over the course of this book the authors will show what they are and how they connect to fundamental relationship needs.