| Introduction |
1 |
| About Moi |
1 |
| About the Book |
6 |
| Left Brain V Right Brain |
7 |
| Change: Why? |
9 |
| Because the customers’ expectations have changed |
9 |
| Because customers hate |
12 |
| Because of the power of the big WWW |
14 |
| Change how we do business |
16 |
| Principle 1 Assessing by caring |
18 |
| Assessing by caring: Why? |
18 |
| Assessing by caring: How? |
20 |
| LISTENING |
20 |
| COMPASSION |
22 |
| RECEPTIVENESS |
23 |
| Assessing by caring: what? |
24 |
| Employees’ satisfaction |
24 |
| Market research |
26 |
| Your Market environment |
28 |
| Finally |
31 |
| Principle 2 Developing by caring |
33 |
| Developing by caring: Why? |
33 |
| Developing by caring: How? |
35 |
| VISUALIZATION |
35 |
| 5 SENSES |
37 |
| 5 ELEMENTS |
39 |
| Developing by Caring: What? |
42 |
| Employee journey |
42 |
| Customer Experience |
44 |
| Buyer personas |
46 |
| Finally |
49 |
| Principle 3 Training by caring |
51 |
| Training by caring: Why? |
51 |
| Training by caring: How? |
54 |
| INSPIRE |
54 |
| INVOLVE |
57 |
| CARE |
59 |
| Training by caring: What? |
61 |
| How do we communicate? |
61 |
| Confidence in yourself and in your team |
64 |
| Guiding not selling |
66 |
| Finally |
68 |
| Principle 4 Measuring by caring |
69 |
| Measuring by caring: Why? |
69 |
| Measuring by caring: How? |
71 |
| EMOTIONS |
71 |
| COGNITION |
74 |
| SUPPORT |
77 |
| Measuring by caring: What? |
79 |
| Mystery shopping |
79 |
| Wellbeing |
83 |
| Customer Satisfaction |
86 |
| Finally |
88 |
| Principle 5 Acting by caring |
90 |
| Acting by caring: Why? |
90 |
| Acting by caring: How? |
92 |
| USEFUL |
92 |
| TEAMWORK |
94 |
| ENGAGING |
97 |
| Acting by caring: What? |
100 |
| Procrastinating |
100 |
| Habits |
103 |
| Be S.M.A.R.T |
105 |
| Finally |
107 |
| Principle 6 Feedback by caring |
109 |
| Feedback by caring: Why? |
109 |
| Feedback by caring: How? |
111 |
| EMPATHY |
111 |
| STORY TELLING |
113 |
| SHOWING |
115 |
| Feedback by caring: What? |
117 |
| Create your Complaint Handling Guidelines |
117 |
| Learn from the feedback |
121 |
| Facilitating |
122 |
| Finally |
124 |
| Principle 7 Consistency by caring |
126 |
| Consistency by caring: Why? |
126 |
| Consistency by caring: How? |
128 |
| PERCEPTION |
128 |
| UNCONSCIOUS |
131 |
| ENTHUSE |
134 |
| Consistency by caring: What |
137 |
| Before – during – after |
137 |
| First impression |
140 |
| Attention to details |
143 |
| Finally |
145 |
| Principle 8 Valuing by caring |
147 |
| Valuing by caring: Why? |
147 |
| Valuing by caring: How? |
149 |
| SELF-WORTH |
149 |
| RESPECT |
151 |
| EXTRA CARE |
153 |
| Valuing by caring: What? |
156 |
| Chum |
156 |
| Your own business values |
159 |
| Exceeding customer expectations |
161 |
| Finally |
163 |
| Principle 9 Loyalty by caring |
165 |
| Loyalty by caring: Why? |
165 |
| Loyalty by caring: How? |
168 |
| MINDFULNESS |
168 |
| BE-do-HAVE |
170 |
| GRATEFUL |
173 |
| Loyalty by caring: What |
176 |
| When trust appears, magic happens |
176 |
| CRM |
178 |
| Advocacy |
180 |
| Finally |
183 |
| Principle 10 Caring Service Culture |
185 |
| Caring Service Culture: Why? |
185 |
| Caring Service Culture: How? |
188 |
| AYNI |
188 |
| NURTURING |
190 |
| RAPPORT |
193 |
| Caring Service Culture: What? |
195 |
| 5 drivers to customer satisfaction |
195 |
| Start with the Why? |
200 |
| Passion |
203 |
| The End |
206 |
| THANK YOU |
208 |