What Customers Like About You: Adding Emotional Value for Service Excellence and Competitive Advantage - Brossura

David Freemantle is one of the world's leading experts in customer service, leadership, and business management. In this new and innovative book, Freemantle explodes the conventional wisdom that competitive advantage can be obtained by relying on conventional systems when dealing with customers. Freemantle has studied successful companies from all over the world in an attempt to discover how they achieve their competitive advantage. From his research a distinctive pattern of behavior emerged. As well as the effective delivery of value for money products and services, successful companies added emotional value, or e-value, to their dealings with customers. Freemantle shows that in a situation with two companies offering equivalent products and prices, the one using e-value received more customers.