Happy Customers E-Book

Emorwodia O'tega Samuel

• Herausgeber: O'tega Samuel Emorwodia
• Kategorie: Fachliteratur
• Sprache: Englisch

Veröffentlichungsjahr: 2021

Beschreibung

HAPPY CUSTOMERS shows you irrespective of the industry you operate in and the size of your business – whether a big global enterprise or a small business – the invaluable insights for generating excellent results year after year via exceptional service to your customers.
This book was inspired through personal experiences from individuals and insights gleaned through study. It helps you develop the “skills” required to be a competent “customer relationship manager” thereby engendering continuous growth and also helping you to avoid customer relationship management (CRM) blunders. Happy Customers is packed with real life examples and doable strategies for immediate maximum benefits.
This is a required text not only for CRM professionals, business owners, directors, founders or independent professionals, but also for anyone who desires to grow his or her “enterprise" through creating lingering customer pleasant experiences.

Leseprobe

HAPPY CUSTOMERS

The One Thing Your Business

Needs to Grow

O'TEGA SAMUEL EMORWODIA

Copyright @ 2019 Samuel Oghenetega Emorwodia

All rights reserved.

No part of this book may be reproduced or transmitted in any form or by any means, graphic, electronic, or mechanical, including photocopying, recording, taping or any information storage and retrieval system, without the written permission of the publisher except in the case of brief quotations embodied in critical articles and reviews.

GOODMAN IMPRINTS

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Printed in the Federal Republic of Nigeria

GOODMAN IMPRINTS

[email protected]

[phone]

LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY

While the publisher and the author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of its contents and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor the author shall be liable for any loss of profit or any other commercial damages including but not limited to special, incidental, consequential, or other damages.

DEDICATION

This book is dedicated to Late Mrs. Grace Ekpo Emorwodia—

My Friend

My Teacher

My Mentor

My Mum

ACKNOWLEDGEMENTS

My profound gratitude to all the wonderful people who worked tirelessly and spared so much of their time to make this book a success, even when it did not seem convenient.

Thank you to my dear friend, Adegbola M. Adebamowo, for your many comments on the manuscript and for contributing so much wisdom to this book, Iyoha J. Odia, who is an exceptionally patient and great proofreader, and my adviser, Sunday Edopkayi, for being a great support system and for your wise counsels.

Many thanks to the team at GoodMan Imprints for your support. My thanks to Tosin Ogunji, my creative strategist for his dedication and selfless contribution to ensuring that this book sees the light of day. Thank you, Olorunkemi Lukman, for your hard work throughout the process.

To my father, Mr. R.E. Ekpo Emorwodia, and my amazing brothers, Jacob, Roland and Joshua (Jo Boy), “thank you” is not enough to show my gratitude. You are God's greatest gift to me.

For his strategic leadership, incredible service and willingness to raise other excellent men for trans-generational impact, I am grateful to Dr. Olufemi Oyinsan.

FOREWORD

Organisations exist to achieve predetermined objectives which are specific, measurable, achievable, time-bound, legal and in consonance with societal values. Whatever the objectives of a commercial organisation, they must include an element of profitability—at least at the level necessary to maintain the organisation’s wealth-creating capabilities—in order for it to continue in business as well as pursue other concerns. Nevertheless, profits can only be made when there is a mutually-beneficial exchange between the organisation and its customers. This exchange becomes more beneficial to both parties when the relationship is satisfactory and continuous. Therefore, the ultimate objective of every organisation is to acquire, satisfy and retain customers.

Achieving the above feat in this era of liberalisation and globalisation is not a straightforward affair since organisations everywhere are targeting the same customers everywhere and, in addition to the intensity and pervasiveness of competition, the customers themselves are becoming more knowledgeable, enlightened, informed and increasingly difficult to satisfy with a tendency to easily become disloyal. The business environment has also become complex and chaotic with discontinuous and rapid changes, most of which are technologically driven. Companies are thus faced with the key challenge of how to achieve their objectives, including profitability, in a situation characterised by more enlightened customers, intense competition, a non-buoyant global economy and a rapidly-changing environment. To help them, in its four parts and 16 chapters, this book, Happy Customers, attends to the challenges of customer attraction, satisfaction and retention in a practical and easy-to-read manner.

Addressed to entrepreneurs, business executives, professionals, and anybody who has anything to do with customers (and actually, this is everybody), it aligns with the declaration of Mahatma Gandhi years ago and before the customer-centric paradigm became commonplace: “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so”. It also explains how to ensure that these customers, the actual bosses in all the businesses, are converted from perennial defectors to apostles who go about to proclaim their happy, enviable experiences with the customer-friendly organisations through invaluable word-of-mouth (WOM) recommendations.