Winning at Social Customer Care

How Top Brands Create Engaging Experiences on Social Media

Author: Dan Gingiss

Publisher: Createspace Independent Publishing Platform

ISBN: 9781542732383

Category:

Page: 183

View: 4000

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This is the kind of book that you don't read once; you read it forever.-Jay Baer, president of Convince and Convert and author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers Social media has changed customer service forever. It has shifted power from brands to consumers, requiring a different way of thinking about customer engagement. Dan Gingiss has interviewed dozens of business leaders on his podcast, Focus on Customer Service. From those conversations and his own real-world experience at multiple Fortune 300 companies, Gingiss has developed a series of best practices called "8 Steps to Winning at Social Customer Care." Learn how to: navigate social media's growing role in the overall customer experience develop your own Social Customer Care Philosophy decide which technology provider fits with your company recruit and train a stellar team of social customer service agents establish a scalable process, including crisis management and proactive customer service integrate Social Customer Care with the rest of your business Gingiss gives you an invaluable glimpse at how top brands are "winning" at customer service in social media, and provides the tools for you to do the same at your company.

Delivering Effective Social Customer Service

How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

Author: Martin Hill-Wilson,Carolyn Blunt

Publisher: John Wiley & Sons

ISBN: 9781118662670

Category: Business & Economics

Page: 238

View: 3220

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Offers businesses strategies and best practices for using social media to improve services and build relationships with customers, covering such topics as understanding social customer behavior and managing an online reputation.

Customer Service

New Rules for a Social-Enabled World

Author: Peter Shankman

Publisher: Pearson Education

ISBN: 9780132116985

Category: Computers

Page: 240

View: 2130

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Use Social and Viral Technologies to Supercharge your Customer Service! Using social media, you can deliver amazing customer service–and generate an army of fans who’ll promote you in good times, and rescue you from disaster. Now, legendary online marketing expert Peter Shankman shows you exactly how to do all that–without spending a fortune! Shankman draws on his immense experience as founder of the online growth company HARO and marketing consultant to multiple Fortune 500 clients. He presents straight-to-the-point solutions for building customer loyalty, trust, and credibility online–and rebuilding it when catastrophe strikes. Companies around the world are driving enormous value from online customer service at remarkably low cost. You can, too. Peter Shankman will show you how–step-by-step, right now! You’ll learn how to: • Organize a small, powerful social media team on a tight budget • Listen to what your customers, advisors, and markets are really saying • Make prospects feel like rock stars from the moment they find you • Choose online media that make the most sense for you • Avoid wasting time with platforms that won’t help you • Earn your customer’s loyalty, trust, and credibility • Learn from other companies’ viral “disasters” • Rebuild your credibility after you’ve taken a public “hit” online • Make sure everyone hears your customers when they compliment you • Capture all your customer knowledge–and use it in real time • Keep people talking–and not just about you

Customer Experience Innovation

How to Get a Lasting Market Edge

Author: Robert Dew

Publisher: Emerald Group Publishing

ISBN: 1787547876

Category: Business & Economics

Page: 500

View: 3602

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This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small companies.

Service Failure

The Real Reasons Employees Struggle With Customer Service and What You Can Do About It

Author: Jeff Toister

Publisher: AMACOM Div American Mgmt Assn

ISBN: 081443200X

Category: Business & Economics

Page: 208

View: 5814

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Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees aren’t delivering the service they should. The results can be both surprising and illuminating, such as: • Company culture doesn’t always support service excellence • Over-emphasis on cost reduction often increases the cost of service • Employees are torn between doing the right thing for the customer and following policy • Poor products and services can make helping the customer nearly impossible • Employees’ interests often don’t align with company goals Once core problems are identified, the book offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best.

Hug Your Haters

How to Embrace Complaints and Keep Your Customers

Author: Jay Baer

Publisher: Portfolio Trade

ISBN: 1101980672

Category: BUSINESS & ECONOMICS

Page: 219

View: 3439

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Includes a detachable folded poster of "The Hatrix."

Branded!

How Retailers Engage Consumers with Social Media and Mobility

Author: Bernie Brennan,Lori Schafer

Publisher: John Wiley & Sons

ISBN: 9780470931769

Category: Business & Economics

Page: 256

View: 2740

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Written through the eyes of retail and technology executives, Branded! explores retailers who are successfully implementing social media and mobility strategies. Market-leading retailers are engaging technology-savvy customers though social media and mobility. Branded! reveals how these digital communication channels are an extension of a retailer's culture and strategy resulting in building brand equity. Comprehensive reviews of Starbucks, Zappos, Wet Seal, Macy's, 1-800-Flowers.com, JCPenney, Pizza Hut and Best Buy are featured. Branded!: Provides a clear review of social media as well as the rapid changes in the development and use of mobility. Demonstrates why retailers cannot 'wait and see', and must move rapidly Shows how each company's social media and mobility initiatives are based on the individual personality of the company. Discusses sophisticated analytic tools that enable retailers to measure their performance and make informed decisions on the data

Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on Facebook (& Other Social Networks)

Author: Dave Kerpen

Publisher: McGraw Hill Professional

ISBN: 9780071769501

Category: Business & Economics

Page: 272

View: 3713

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THE NEW YORK TIMES AND USA TODAY BESTSELLER! The secret to successful word-of-mouth marketing on the social web is easy: BE LIKEABLE. A friend's recommendation is more powerful than any advertisement. In the world of Facebook, Twitter, and beyond, that recommendation can travel farther and faster than ever before. Likeable Social Media helps you harness the power of word-of-mouth marketing to transform your business. Listen to your customers and prospects. Deliver value, excitement, and surprise. And most important, learn how to truly engage your customers and help them spread the word. Praise for Likeable Social Media: Dave Kerpen's insights and clear, how-to instructions on building brand popularity by truly engaging with customers on Facebook, Twitter, and the many other social media platforms are nothing short of brilliant. Jim McCann, founder of 1-800-FLOWERS.COM and Celebrations.com Alas, common sense is not so common. Dave takes you on a (sadly, much needed) guided tour of how to be human in a digital world. Seth Godin, author of Poke the Box Likeable Social Media cuts through the marketing jargon and technical detail to give you what you really need to make sense of this rapidly changing world of digital marketing and communications. Being human — being likeable — will get you far. Scott Monty, Global Digital Communications, Ford Motor Company Dave gives you what you need: Practical, specific how-to advice to get people talking about you. Andy Sernovitz, author of Word of Mouth Marketing: How Smart Companies Get People Talking

Optimize

How to Attract and Engage More Customers by Integrating SEO, Social Media, and Content Marketing

Author: Lee Odden

Publisher: John Wiley & Sons

ISBN: 1118167775

Category: Business & Economics

Page: 243

View: 2370

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Outlines an approach to integrating search and social media optimization with content marketing to boost relevance, visibility, and customer engagement, covering such topics as determining creative tactics and measuring value.

Managing the New Customer Relationship

Strategies to Engage the Social Customer and Build Lasting Value

Author: Ian Gordon

Publisher: John Wiley & Sons

ISBN: 1118255852

Category: Business & Economics

Page: 352

View: 3117

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Praise for MANAGING THE NEW CUSTOMER RELATIONSHIP “Gordon delivers an impressive synthesis of the newest methods for engaging customers in relationships that last. No organization today can succeed without the mastery of customer relationship management strategy fundamentals. But to win in the decades ahead, you must also understand and capitalize on the rapidly evolving social computing, mobility and customer analytics technologies described in this book. Checklists, self-assessments and graphical frameworks deliver pragmatic value for the practicing manager.” — William Band, Vice-President, Principal Analyst, Forrester Research Inc., Cambridge, MA

Influence Marketing

How to Create, Manage, and Measure Brand Influencers in Social Media Marketing

Author: Danny Brown,Sam Fiorella

Publisher: Que Publishing

ISBN: 0133391647

Category: Business & Economics

Page: 240

View: 2307

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Identify and Manage the Influence Paths That Convert Brand Awareness to Customer Acquisition! Today, you face a brutally tough, maddeningly elusive new competitor: the “wisdom of crowds.” Social media gives consumers 24x7 access to the attitudes and recommendations of their most engaged peers. These are the views that shape buying decisions. These are the views you must shape and use. Influence Marketing won’t just help you identify and enlist key influencers: it will help you manage the influence paths that lead consumers to buy. By sharing empirical evidence of hard-won lessons from pioneering influence marketers, Danny Brown and Sam Fiorella provide a blueprint that moves influence marketing beyond simple brand awareness and into sales acquisition and customer life time value measurement. They integrate new tools and techniques into a complete methodology for generating more and better leads—and converting them faster, at higher margins. • Put the customer—not the influencer—at the center, and plan influence marketing accordingly • Recognize where each prospect stands in the purchase life cycle right now • Clarify how your consumers move from brand preference to purchase • Identify key micro-influencers who impact decisions at every stage • Gain indispensable insights into the context of online relationships • Recognize situational factors that derail social media brand recommendations • Understand social influence scoring models and overcome their limitations • Re-engineer and predict influence paths to generate measurable action • Master the “4 Ms” of influence marketing: make, manage, monitor, measure • Transform influence marketing from a “nice-to-have” exercise into a powerful strategy Additional online resources can be found at www.influencemarketingbook.com

Crafting the Customer Experience For People Not Like You

How to Delight and Engage the Customers Your Competitors Don't Understand

Author: Kelly McDonald

Publisher: John Wiley & Sons

ISBN: 1118461673

Category: Business & Economics

Page: 208

View: 5669

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Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to 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. 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 Includes onsumer insights that will help business leaders deliver a better business experience with every customer You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.

Engage to Win

A Blueprint for Success in the Engagement Economy

Author: Steve Lucas

Publisher: Greenleaf Book Group

ISBN: 162634499X

Category: Business & Economics

Page: 216

View: 9421

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Engagement is the key to success for today’s businesses. The world we live in is radically different today from what it was even just five years ago. It is hyperdigital and becoming more so every day. Ironically, we use connected to describe this new world, yet we are asked to interact increasingly through apps and browsers instead of via face-to-face contact with customers and clients. Even with all the incredible advances, it’s worth pondering whether organizations actually feel more connected to the people and the companies they do business with. In Engage to Win, author Steve Lucas introduces a new model for marketing to address this new hyper-digital world—one founded on engagement. He introduces the idea that embracing and driving engagement throughout organizations and using it with customers, prospects, employees, and partners is what will set companies apart. This digital era demands that marketers understand the science of marketing in order to scale and succeed. But if we embrace mathematics alone, while abandoning feeling, meaning, and authenticity, we will fail to deliver on the desires of our clients: to feel listened to and understood. ​So how do we win the heart and mind of the buyer in this new world? Develop a real strategy around engagement by practicing these simple steps: listen, learn, and engage. Listening creates insights, insights drive engagement, and engagement drives revenue. Truly engaging with customers will allow businesses to see, in real-time, when customers' wants and needs are changing, so businesses will be able to adapt, survive, and ultimately thrive!

At Your Service

How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques

Author: Frank Eliason

Publisher: John Wiley & Sons

ISBN: 1118282310

Category: Business & Economics

Page: 240

View: 2394

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A guide to refocusing your business on those who matter most: customers and employees. Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it. Explains how to create a culture of empowered employees who understand the value of a great customer experience Advises on the need to communicate that experience to their customers and potential customers Frank Eliason, recognized by BusinessWeek as the 'most famous customer service manager in the US, possibly in the world,' has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships At Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization.

Engage

The Complete Guide for Brands and Businesses to Build, Cultivate, and Measure Success in the New Web

Author: Brian Solis

Publisher: John Wiley & Sons

ISBN: 0470619694

Category: Business & Economics

Page: 336

View: 5765

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The Service Culture Handbook

A Step-By-Step Guide to Getting Your Employees Obsessed with Customer Service

Author: Jeff Toister

Publisher: N.A

ISBN: 9780692842003

Category:

Page: 188

View: 3393

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Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute

The Social Customer: How Brands Can Use Social CRM to Acquire, Monetize, and Retain Fans, Friends, and Followers

Author: Adam Metz

Publisher: McGraw Hill Professional

ISBN: 0071759182

Category: Business & Economics

Page: 304

View: 9610

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"The social customer is your NEW customer. And if you don’t recognize it, they will be someone else’s new customer. Adam Metz presents a clear, concise game plan for attracting them, connecting with them, and keeping them. Don’t just buy this book: invest in the content. Actually, invest time to implement the content." —JEFFREY GITOMER, author of The Little Red Book of Selling and Social BOOM! "This book connects two key dots in the customer equation: knowing why your customers uniquely do business with you and taking actions that cause them to repeat that choice more frequently." — RICH BLAKEMAN, sales vice president, Miller Heiman, from the Afterword "I’ve seen the future of marketing and it delivers in less than 300 pages. Adam Metz’s The Social Customer makes a compelling case for revolutionizing your thinking about how you connect and build a relationship with your customer in a fashion that shrinks your marketing team and amplifi es the love the world feels for you and your product. Not easy stuff, and, done the wrong way, it’s dangerous." — CHIP CONLEY, founder of Joie de Vivre Hospitality and author of PEAK: How Great Companies Get Their Mojo from Maslow About the Book IF you look at the people who follow your company via social media simply as "social media users," you’re missing a much bigger picture. They are, above all, your customers—and as such, they have a multitude of needs. But without the right social media strategy, they might not remain your customers for long. Adam Metz is prized by clients and online fans for his understanding of what makes both companies and their customers click—and how social media can get them in sync and drive revenue. In The Social Customer, he teaches you all you’ll need to know to transform your business—not just on the Web but across the board. Even if Facebook and Twitter were to disappear tomorrow, these are the fundamentals that will always apply—whatever the technology and whatever the social media. You’ll learn: How to transform your brand into a coveted "Social Object" Where your brand currently stands with your social customers—and how to mobilize your customers to get the word out The "The Ten Commandments of Social Customer Relationship Management" How to harness the power of collaboration How to delight your customers and win loyalty through individualized Treatment What terms like "Social Marketing" and "Social Sales Insights" really mean—and why they can be vital to business success Metz also includes anecdotes, case studies, and outside-the-box inspiration from branding innovators—ranging from upstart punk bands to absolute giants like Burger King and SAP—all designed to keep you thinking critically, creatively, and with the kind of flexibility that will keep your social customers engaged as your company grows.

Social Media Marketing Brand Roi

Author: Ananthanarayanan V.

Publisher: N.A

ISBN: 9781500689445

Category: Business & Economics

Page: 74

View: 4014

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Welcome to 'Social media marketing Brand ROI'Revolutionary techniques integrated with 'humanized' experiences with PROVEN Research process Tested with Results oriented approach in Social media marketing. Understand how to focus & deliver Return On Investment (ROI) while co-creating value for end users with personalization "PLUS" an EXCLUSIVE Readers Only Special OFFER at the end of this book to WIN the quiz in this book & become a part of our 'exclusive Corporate premium blog' for marketing your brand with us. This book will be useful for CMO's, CEO's, CTO's and senior marketing management professionals who are key decision makers planning or strategizing digital marketing campaigns with specific goals in mind. CONTENTS:ROI generation in Social media using: • SEO (Search engine optimization)• Higher Brand reach• Quality brand engagement• Reaching target specific consumers• Brand monitoring• What to measure and how to measure it?• Lead enquiries and 'Sales' conversionsCHAPTERS:• What is social media marketing?• What is social media quotient (SMQ)? How do I measure my brand's SMQ?• Will social media marketing campaign really help my company or brand?• How to get started?• Which social networking site to choose?• What type of messages really appeals to end users on social media? (How do contests, freebies, etc impact them?) – “RESEARCH” based insights• How safe is it to have an engaging relationship in real-time with my end users?• Trends: Should I be a part of the frenzy, just because everyone is talking about it?• What do I track and how often do I measure my social media digital campaigns across my brand's varied marketing strategies?• What do I do with my company's traditional marketing strategies meanwhile?• Best time to post on social media• Sales conversions and social media ROI metricso LTV (lifetime value of a customer)o CPC (Cost per customer)o CAC (Customer acquisition cost)o Your SMQ® – Your Social media quotient tools and process- Special Research insights added: Research based insights across '1,000 Users' online from NINE industries ((Hotels and hospitality, Movies, Real-estate, Retail, Finance & banking solutions, Publishing, IT institutes, Management institutes and Trading & Broking) to understand: “Why would users online engage with YOUR BRAND on SOCIAL MEDIA?”• Test your SOCIAL MEDIA BRAND quotient. The questions are based on this book • WIN a surprise gift from me!BONUS Content:- Social media misconceptions cleared- Creative story telling using social media- Power SEO – Simple tips for quick website optimization- Key branding rules online- Don't make a social faux pas& also few useful resources, posts and 'case study' links for downloads.

The Social Media Strategist: Build a Successful Program from the Inside Out

Author: Christopher Barger

Publisher: McGraw Hill Professional

ISBN: 0071768556

Category: Business & Economics

Page: 304

View: 1914

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Build a powerful social media strategy to increase buzz—and the bottom line In today’s fast-paced professional climate, large companies are learning that launching a website and taking a wait-and-see approach to engaging customers is not enough. Competition is fierce, and those who master the social media space are the ones who come out on top. There is greater urgency than ever before to establish a vibrant social media program—and it all starts with a key strategist who can best organize and leverage all of the organization’s resources to cut through the bureaucracy and get real-time results. This is where The Social Media Strategist comes in. Before tackling specific social media programs, you first have to get your own organization—and everyone in it—on board with making social media a business strategy priority. Christopher Barger, the award-winning former social media director at General Motors and IBM’s former “blogger-in-chief,” describes all the challenges particular to getting a comprehensive social media program off the ground in a large firm. The Social Media Strategist teaches you how to: Manage internal office politics, from your legal team to the policy makers to the human resource department Present new ideas to lawyers and executives in a compelling, convincing way Teach your employees the guidelines and protocols they’ll need to represent your company Turn your organization into a true media outlet, publishing content that is generated by in-house employees and is truly engaging to an outside audience “Telling a company from the outside what it should do is one thing,” writes Barger. “Actually making it happen from the inside is quite another.” Here, he takes the bold step of starting where all successful endeavors begin: by planning well, by putting all the moving parts in the right place, by constructing a solid foundation. Consult The Social Media Strategist and build the best-suited social media infrastructure for your company. Then, and only then, can you begin to raise your profile, connect with customers, and increase your profits using the most powerful new business tool.

Woo, Wow, and Win

Service Design, Strategy, and the Art of Customer Delight

Author: Thomas A. Stewart,Patricia O'Connell

Publisher: HarperCollins

ISBN: 0062415700

Category: Business & Economics

Page: 336

View: 9281

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In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn’t enough to differentiate your business—it needs to be designed for service from the ground up. Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. Bestselling authors and business experts Thomas A. Stewart and Patricia O’Connell contend that most companies, both digital and brick-and-mortar, B2B or B2C; are not designed for service—to provide an experience that matches a customer’s expectations with every interaction and serves the company’s needs. When customers have more choices than ever before, study after study reveals that it’s the experience that makes the difference. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. Service Design is proactive—it is about delivering on your promise to customers in accordance with your strategy, not about acceding to customer dictates. Woo, Wow, and Win teaches you how to create "Ahhh" moments when the customer makes a positive judgment, and to avoid Ow" moments—when you lose a sale or worse, customer trust. Whether you’re giving a haircut, selling life insurance, or managing an office building, your customer is as much a part of your business as your employees are. Together, you and customers create a bank of trust; fueled by knowledge of each other’s skills and preferences. This is Customer Capital, the authors explain, and it is jointly owned. But it’s up to you to manage it profitably. Innovative yet grounded in real world examples, Woo, Wow, and Win is the key strategy for winning customers—and keeping them.