Everything equal, customers choose whether they will return based on the feeling they get when interacting with your brand. Research reveals that a high number of customers will go through the trouble of switching brands due to a bad customer experience. Great businesses know how to make a customer feel seen, understood, and valued. Those satisfied customers trust you more and come back--and they tell their friends.
Backed by plenty of on-the-ground research and illustrated with real-life examples, The Come Back Culture shows you how to create an experience that keeps people coming back for more. It shows you how to
- build a hospitable team
- know your guest
- create moments that impress
- recover quickly when things go wrong
- and more
Whether you offer a service or a product online or at a physical location, you can use the principles in this book to turn your customers into raving fans of your business who not only spend their money but continue to spread awareness of your brand.
Key Highlights:
- Build a hospitable team
- Know your guest
- Create moments that impress
- Recover quickly when things go wrong
- Value for money
The Come Back Culture: 10 Business Practices That Create Lifelong Customers, HC
Editorial Reviews
Additional Information
From the Inside Flap
Customer experiences that keep people coming back--and spreading the word--don't just happen. But they're also not magic.
Backed by plenty of on-the-ground research and illustrated with real-life examples, The Come Back Culture breaks down the elements that make for remarkable experiences so that you can implement them in your business, whether you're an entrepreneur just getting your brand off the ground or an established business looking to improve your return rate. You'll learn how to
· focus on feeling as much as function
· create a culture, not a job title
· know your guest
· be fully present
· think scene by scene
· recover quickly when things go wrong
· observe details, because everything communicates
· reject "just okay"
· choose values over policy
· build a hospitable team
From the Back Cover
Keep your customers coming back
Great businesses know how to make customers feel seen, understood, and valued. Those satisfied customers trust you and come back--and they tell their friends. But according to research, a bad customer experience--which may amount only to the feeling they get when interacting with your brand--prompts a high number of would-be customers to go through the trouble of switching brands.
So how do you make sure that your first-time customers become lifelong champions of your product, service, or way of doing business? The Come Back Culture shows you how to create an experience that keeps people coming back for more.
Whether you offer a service or a product online or at a physical location, you can use the principles in this book to turn your customers into raving fans who trust your brand, buy your products or services, and spread the word.
About the Author
Jason Young is a keynote speaker, coach, and consultant who helps churches and businesses thrive by guiding people to understand themselves, each other, and their work culture. The coauthor of The Come Back Effect, The Come Back Culture, The Volunteer Effect, and The Volunteer Survival Guide, Jason has an earned doctoral degree in the field of hospitality. He lives in Atlanta, Georgia. Learn more at catchfire.com.
Jonathan Malm helps churches through his projects, SundaySocial.tv and ChurchStageDesignIdeas.com, and consults with organizations on guest services and creative expression. The coauthor of The Come Back Effect, The Come Back Culture, The Volunteer Effect, and The Volunteer Survival Guide, Jonathan lives in San Antonio, Texas.
