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Full Description
Although 70% of the customera s decision to buy is based on how they are treated as people, few ornganizations have recognized its importance as well as understanding how to implement the "human touch" art as a science. John McKean provides a practical guide to implementing this art as consistent, business--wide, technology--enabled science drawn form proven approaches from world--class human touch practitioners.
Contents
Preface. Acknowledgements. Customers as People. Leading the Human Firm. Acknowledging Customers. Treating Customers with Respect. Building Trust with Customers. Communicating Humanly with Customers. Human Torch as a Series of Interactions. Human Torch as a Process. Implementing Technology to Humanize (Not Dehumanize). Conclusion -- Releasing your Businessa s Humanity. Index.