By Janelle Barlow
This ebook information a tradition for including emotional price to buyers' reports and to these of employees. The practices convey that by means of figuring out the severe position feelings play in growing client stories, organisations can take their provider to new levels.
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Berrett-Koehler is a best-case example of how an organization can add emotional value and in the process create raving fans. Our TMI colleagues also are to be acknowledged, especially those who read through more than one draft of this work and laboriously gave us their feedback, which we can only see as a magnificent gift. These include Paul Holden, Yvonne James, Chris Lane, Allan Milham, Bill Oden, Peta Peter, Ralph Simpendorfer, Jill Sweatman, and Elcee Villa. The San Francisco TMI staff managed ongoing business as the authors completed this book.
The book is timely, its contents very practical yet based on referenced published research. It is a terrific resource for those who want to open the window into the new era beyond customer satisfaction, and I'm sure the Page ix reader will share in the excitement of the new view that is presented within these pages. Janelle Barlow and Dianna Maul should certainly feel proud of their efforts. MICHAEL EDWARDSON CONSUMER PSYCHOLOGIST SCHOOL OF MARKETING UNIVERSITY OF NEW SOUTH WALES SYDNEY, AUSTRALIA OCTOBER 1999 Page xi PREFACE The authors spend an enormous amount of their time either providing service to clients, staff, and colleagues or alternatively receiving service from others.
The ability to retain customers and sell more to them is, according to many business experts, the single most important predictor of economic success today. Why does Nordstrom, the big Seattle, Washington-based department store chain, do so well, even with higher prices and fewer special sales, earning more per square foot than other similar operations? Talk with "Nordies" and they will tell you that it is not just their liberal return policy. Actually, many department stores have copied the Nordstrom guarantee on Page 2 Emotional value is the economic worth of feelings.