bestseller

WHAT CUSTOMERS LIKE ABOUT YOU

Adding Emotional Value for Service Excellence and Competitive Advantage

David Freemantle

A finalist for the MCA Best Business Book of the Year Award 1998

"Full of tips on how to instill the crucial mindset into front-line staff. Try the one-hour e-value course on your team."
Director

"Full of valuable advice... Freemantle demolishes several myths and supplies a brilliant chapter on recruitment that alone makes his book a must"
Management Today

"Makes a powerful case for adding emotional value to your customer service and demonstrates how to do it"
People Management

David Freemantle is one of the world's leading experts in the areas of customer service, leadership and business management. In this new and iconoclastic book he explodes the conventional wisdom that competitive advantage can be obtained by relying on systems for dealing with customers. Over the last two years David has studied a large number of companies around the world in an attempt to discover how successful companies achieve their competitive advantage. From his research a distinctive pattern of behaviour emerged. As well as the effective delivery of 'value for money' products and services these successful companies added emotional value (e-value) to their dealings with customers. It was this emotional value which customers liked and persuaded them to purchase from one company as opposed to another with equivalent products and prices on offer. In other words a fundamental factor in customer choice is emotional value.

To provide additional emotional value at the front-line interface with customers requires a fundamentally different approach to people management than that advocated over the last two decades. In the highly progressive organization managers are applying the highest degree of emotional intelligence to generate emotional value for their customers and thus achieve competitive advantage. In the less successful organizations there was a high degree of emotional deficiency all round, both within the organization and at the customer interface.

This ground-breaking book will be essential reading for any manager or business person wishing to establish a leading competitive edge for their company, whether by improved customer service, improved marketing or improved people management in the organization.

David Freemantle will explore in-depth the application of e-value to business citing many examples of success and failure. As with all of David's previous books this one will be exceptionally stimulating as well as highly practical. In fact each chapter concludes with a set of practical steps to help the reader apply the lessons within it.

David Freemantle wrote his first book Superboss in 1984 following a successful career in management which culminated in a board appointment with a major airline - and it rapidly became a bestseller. Since then he has written a number of bestselling management books that have been published in 14 languages around the world, including his primer Incredible Customer Service.

He runs his own consultancy business, Superboss Ltd, based in the UK, which specializes in areas of people management, motivation, customer service and business planning. He spends much of his time running seminars around the world and has gained a reputation as an extraordinarily thought-provoking and stimulating speaker on the international lecture circuit.

Visit the book's website at http://www.superboss.co.uk.