Richard Chase – författare

Understand Consumer Psychology to Drive Profits and Growth

Want to know exactly what’s driving your customer's behavior? NOW YOU CAN!

The Customer Service Solution explains how consumers perceive services and shows you how toenhance the customer experience--every time.

In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty.

What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactlywhy customers respond and behave the way they do.

With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales.

The Customer Service Solution illustrates whyeven companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions.

This book will show you how to:

Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience.

PRAISE FOR THE CUSTOMER SERVICE SOLUTION:

"Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide tohelp us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic

"Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future

"I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great bookunlocks." -- Kevin Davis, President and CEO, Bristol Farms

"[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor andExecutive Director, Center for Services Leadership, W. P. Carey School, Arizona State University

"Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio

"This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express

How do you, as a busy security executive or manager, stay current with evolving issues, familiarize yourself with the successful practices of your peers, and transfer this information to build a knowledgeable, skilled workforce the times now demand? With Security Leader Insights for Risk Management, a collection of timeless leadership best practices featuring insights from some of the nation's most successful security practitioners, you can.This book can be used as a quick and effective resource to bring your security staff up to speed on security's role in risk management. Instead of re-inventing the wheel when faced with a new challenge, these proven practices and principles will allow you to execute with confidence knowing that your peers have done so with success.�Part one looks at the risk assessment and subtopics such as compliance, using risk assessments to increase security's influence, and risk indicator dashboards. Part two discusses risk management topics such as board-level risk, global risk, risk appetite, and enterprise risk management (ERM).Security Leader Insights for Risk Management is a part of Elsevier's Security Executive Council Risk Management Portfolio, a collection of real-world solutions and "how-to" guidelines that equip executives, practitioners, and educators with proven information for successful security and risk management programs.

A collection of folk tales from North Carolina and Virginia for a slightly older audience than that for Chase''s Jack Tales.