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Finalist for the MCA Best Business Book of the Year Award 1998 David Freemantle is one of the world's leading experts in customer service, leadership and business management. In this new and innovative book, Freemantle explodes the conventional wisdom that competitive advantage can be obtained by relying on conventional systems when dealing with customers. Freemantle has studied successful companies from all over the world in an attempt to discover how they achieve their competitive advantage. From his research a distinctive pattern of behavior emerged. As well as the effective delivery of "value for money" products and services, successful companies added emotional value, or "e-value," to their dealings with customers. Freemantle shows that in a situation with two companies offering equivalent products and prices, the one using e-value received more customers. What Customers Like About You explores the successes and failures of this practice, because providing additional emotional value to customers at the front-line requires a fundamentally different approach to people management than that advocated over the last two decades. This is essential reading for any manager or businessperson wishing to establish a leading competitive edge for their company.
Dr. David Freemantle wrote his first book, the bestselling Superboss, in 1984 following a successful career on the board of a major airline. He founded his own consulting business, Superboss Ltd, based in the UK, which specializes in people management, motivation, customer service, and business planning. He spends much of his time running seminars around the world, has gained a reputation as a thought-provoking and stimulating speaker on the international lecture circuit, and is also the author of The Buzz and The Biz. www.superboss.co.uk
"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