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How much more profit could you make if you had customers who couldn't imagine doing business with anyone but you? In your dreams! Tell that to Virgin Atlantic or Harley Davidson. How great would life be if 40% of your new business simply knocked on your door without you having spent a cent advertising for it? Impossible! Tell that to First Direct. The companies in this book have managed to turn customers into advocates. Advocates who constantly refer their friends and colleagues to those businesses. Why? Because those companies have created a Branded Customer Experience. They have managed the relationship to the point where customers can't imagine wanting to do business with anyone else. How can you gain this unbeatable competitive advantage? "Managing the Customer Experience" shows you how. It takes you through the step-by-step process of creating Loyalty by Design. It shows you how to re-think your business from the customer's point of view and then design and deliver a customer experience that drives loyalty and profitability. Customer Satisfaction is no longer enough. 80% of customers who switch suppliers express satisfaction with their previous supplier. To lead the market companies need customers who are enthusiastic 'advocates', customers who are highly loyal and drive new business to the company. For example 38% of First Direct's business comes from customer referrals. Advocacy comes from creating a customer experience that becomes synonymous with the brand, what Forum calls a Branded Customer Experience. Research for this book with organisations like Amazon.com, Virgin, Pret A Manger, Krispy Kreme, Harley-Davidson, Manchester United, and many others has identifiedthe 'Uncommon Practices' that help these organisations create a Branded Customer Experience. Such an experience requires Marketing, Operations, and Human Resources to work together to deliver the brand creating a common strategic agenda within the organization.

"Hallmark opens a door to a strategy that all businesspersons know is critical but are unwilling to admit publicly.... This book provides solid direction on how to tap the power of emotion to gain competitive advantage." --J. Michael McIntyre, Sr. Vice President, Hunter Business Group, LLC One of the oldest and most beloved brands in the world, Hallmark wrote the book on customer loyalty. To its millions of fiercely loyal customers, world-wide, the Hallmark brand stands for much more than greeting cards; it stands for the feelings of a lifetime, a continuity with the past, and a hope for the future. In "Emotion Marketing, Hallmark insiders reveal, for the first time, the original Emotional Marketing strategies behind their company's enduring success. Customer loyalty remains as slippery as ever for most companies despite vast sums spent on ambitious loyalty programs, relationship management schemes, and one-to-one marketing initiatives. Desperate for an answer to the loyalty conundrum, many leading firms have turned to Hallmark. More than any other company, Hallmark has come to symbolize the ability to capture and hold that most elusive item of all--the customer's heart. Now find out what they know in "Emotion Marketing, the groundbreaking book that reveals the customer loyalty secrets of one of the world's most beloved and most emulated brands. Written by leaders of the Hallmark Loyalty Marketing Group, "Emotion Marketing provides business readers with their first in-depth analysis of Hallmark's ability to forge lasting emotional bonds with a huge and devoted customer base that spans generations. More importantly, it describes original Emotion Marketing principles andtechniques that you can put to work in your company. You'll learn about the power of "caring and how it provides the missing link between customer satisfaction and customer loyalty.

Chalking the door - Chalking the door, a Scottish custom of landlord and tenant law.

Door god - This is about a Chinese custom. See also Janus the Roman god of doors.

Door-to-door - Door-to-door selling is a technique used in sales, it is one of the most difficult forms of selling. In door-to-door selling, a salesman walks from one door to another trying to sell a product or service to the general public.

Door to Door (movie) - Door to Door was a 2002 TV movie about Bill Porter (played by William H. Macy), a door-to-door salesman afflicted with cerebral palsy.

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