Praise for People LOVE You
"You′ll love Jeb Blount for his stellar advice on improving your customer relationships. Study his seven essential principles of customer engagement and learn how to make your customers love you and watch your business soar!"
Harvey Mackay, author of the #1 New York Times bestseller Swim With The Sharks Without Being Eaten Alive
"Do you want loyal customers? If so, everyone in your organization needs to read People Love You. Having written four books on building emotionally engaging experiences, I know a good book when I see one. Jeb hits the nail on the head when he outlines that customers are driven by emotion. I am constantly amazed how b2b companies talk about building ′relationships′ with their customers without realizing this means building an emotional experience. Jeb explains how. Read it and take action before your competition does!"
Colin Shaw, author of The DNA of Customer Experience: How Emotions Drive Value
"You remember your experiences both positively and negatively. The result of those experiences is how and when you spend your money. Jeb Blount′s book, People Love You, teaches you how to define those experiences in a way that ensures that your customers will love you, love your company, love your products and services, and love to give you their money. You could not ask for more in a book, but you′ll have to own it and read it to discover it."
Jeffrey Gitomer, author of Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless
"In People Love You, Jeb Blount does a masterful job of teaching you how to lock out your competitors by building unbreakable bonds with your customers."
Jill Konrath, author of SNAP Selling and Selling to Big Companies
"The imperative for every company is to serve, leverage, and protect its customer base. Jeb Blount teaches you how to gain a real and lasting competitive edge by focusing on what it takes to deliver an unprecedented customer experience."
Keith Rosen, author of the award–winning??Coaching Salespeople into Sales Champions "In today′s marketplace, getting customers is one thing. However, keeping and thrilling current customers is everything! Jeb has created a wonderful work laying out the best practices of how businesses must treat their clients and customers to succeed. Everyone who deals with customers at any stage of the relationship must read this book."
Andrea Waltz, coauthor of Go for No!
About the Author ix
Chapter 1 What s Love Got to Do with It 1
Chapter 2 The Seven Essential Principles of Customer Engagement 19
Chapter 3 The Five Levers of Customer Experience 33
Chapter 4 Put Customers First 41
Chapter 5 Connect 73
Chapter 6 Solve Problems 97
Chapter 7 Build Trust 125
Chapter 8 Create Positive Emotional Experiences 149
Chapter 9 Make Breaking Up Hard to Do 163
Jeb Blount is a leading expert on how human relationships impact account management, customer experience, leadership, and sales. He helps many of the world′s leading organizations accelerate revenue growth and profits through a focus on interpersonal relationships. He is the author of six books, including People Buy You: The Real Secret to What Matters Most in Business, People Follow You: The Real Secret to What Matters Most in Leadership, and Power Principles. He has published over 100 articles on account management, leadership, and sales, and his audio programs have been downloaded more than 6 million times on iTunes. More than 200,000 business professionals subscribe to his weekly newsletter.