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 |