Every Customer a Promoter by Brandon Savage

Brandon Savage

Manhattan, Kansas

Designer of world-class customer experiences. Consultant, Speaker, Author, Entrepreneur and a top-rated Instructor at Kansas State University. MBA from Wharton School.

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About the author

Brandon is a global thought leader in designing Voice of Customer (VoC) platforms and implementing frameworks to continually improve customer experience. He is the founder of The CX Pro, a customer experience consultancy, a keynote speaker, and a top-rated instructor within the College of Business Administration at Kansas State University, teaching Business Strategy, Ethics, Operations, and Presentation Skills. He is a graduate of the Marriott School of Management at Brigham Young University and the Wharton School at the University of Pennsylvania. He is married to Cheryl Seely Savage and has eight children.

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• FREE Voice of Customer (VoC) digital launch resource bundle (includes sample surveys and email invitations)
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Every Customer a Promoter

How to Deliver Ever-Improving Customer Experiences

Every Customer a Promoter explores how businesses can establish and maintain an excellent customer experience in order to strategically differentiate from their competitors.

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	Business & Money
	50,000 words
	0% complete
	11 publishers interested
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Synopsis

Jeff Bezos recently stated that he loves customers because they are "divinely discontent... their expectations are never static--they go up." If customer expectations are always rising, what are YOU doing as a manager/entrepreneur to continually improve the customer experience at your company?

Every Customer a Promoter is a roadmap to creating an AMAZING customer experience for your customers... turning them into Promoters! It also provides a framework for identifying (and improving!) the pain points in your organization that are creating Detractors.

Using Net Promoter Score (NPS) to create a measurable/quantitative benchmark, and utilizing the Most Important Question (MIQ) to prioritize qualitative feedback, this book will guide you through a repeatable and iterative process to make your customer experience AMAZING, and make Every Customer a Promoter.

Historically, a person with a positive customer experience will tell three other people about your company. Those who have had a bad experience will tell between 10 to 20 people about their negative experience. In today's world of social media and online customer reviews, it is imperative for businesses to have a deliberate plan to solicit and LISTEN to the voice of their customers (both positive and negative) and then take action to Perpetuate the Positive and Defeat the Dreadful.

Brandon W. Savage has deep experience in deploying Customer Experience solutions and creating Voice of Customer (VoC) systems resulting in award-winning customer service, fantastic customer reviews and superior sales growth. As a top-rated instructor at Kansas State University and a keynote speaker, he enjoys sharing his methods and experience with others.

Sales arguments

87% of organizations agree traditional experiences no longer satisfy customers. (Accenture, 2018)
80% of CEOs believe they deliver superior customer experience. Only 8% of their customers agreed. (Bain, 2005)
Customer-obsessed businesses expect to be 7x more relevant, 5x more likely top provider & 4x more profitable. (Forrester, 2016)
86% of consumers will pay more for a better customer experience. (Oracle, 2011)
Customers who had a very good experience are 3.5x more likely to repurchase & 5x more likely to recommend (Temkin, 2018)

Similar titles

Net Promoter - Implement the System; Maurice Fitzgerald; Amazon Digital Services; March 30, 2017
Customer Centricity; Peter Fader; Wharton Digital Press; May 15, 2012
Convenience Revolution; Shep Hyken; Sound Wisdom; October 2, 2018

Audience

For business owners, entrepreneurs, executives, and any customer-facing managers who want to differentiate their products and services through providing absolutely amazing, kick-butt customer experiences.

11 publishers interested Express interest

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Brandon Savage

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Every Customer a Promoter

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