Customer Experience Management Gets a Psychological Foundation
Silverado Press announces the publication of a new book Addicted Customers: How to Get Them Hooked on Your Company. Author, John I. Todor, Ph.D. discusses the psychological principles that underlie compelling customer experiences and the business strategies to put these principles into action. It is now available in printable eBook format, with the hardcover version in bookstores and online on October 30, 2006.
Martinez, CA (PRWEB) September 27, 2006 –- Silverado Press announces the publication of a new book by John I. Todor, Ph.D. entitled Addicted Customers: How to Get Them Hooked on Your Company, now available in printable eBook format. How do you get customers hooked on your company? Dr. Todor provides the answer beginning with some fundamental psychological principles for building trust and loyalty in business relationships.
Addicted Customers adds a new dimension to the rapidly growing field of Customer Experience Management (CEM). CEM practitioners typically place heavy emphasis on making the selling environment more appealing—an essential first step. Todor adds a psycho-economic framework to enhance these pursuits, and shows, through many examples, why companies need to recognize the emotional power of the customer experience.
Most importantly, Addicted Customers provides a strategic platform to apply CEM to product/service consumption—the aspect of experiences that is critically important to customers. According to Todor, loyalty accrues because customers value not just what the company has done for them, but what the relationship can do for them in the future.
While the implications of emotional and consumptive value might seem most obvious in the business-to-consumer sector, Todor convincingly argues that the strategies are equally powerful in a business-to-business context.
The early reviews are very positive. Tom Darcy of IBM calls this book “a roadmap for identifying, developing and creating the ultimate in business relationship—Addicted Customers.” Bill Flitter, founder of Pheedo, Inc. says, “Keep a notepad by your side. This book will inspire great ideas on how you can engage your customers during the buying experience.” According to Ron Tonini, CEO of Picture Marketing, “It provides powerful answers that are simple to grasp and easy to put into action.”
Addicted Customers is available now as a printable eBook at (www.AddictedCustomers.com/ebook). The printed version will hit Amazon.com and other book purveyors on October 30th.
John I. Todor, Ph.D., is the Managing Partner of The Whetstone Edge, LLC, a customer experience consulting and training firm that applies scholarly research on human behavior to buyer-seller dynamics including customer loyalty, trust, retention, customer service, CRM—customer relationship management, and marketing strategy. Customer care, acquisition, and client relationships are profoundly affected by the underlying psychological principles that lead to customer satisfaction, trust, and loyalty, and long term, lifetime value. Information on services and resources is available at www.TheWhetstoneEdge.com.
Silverado Press publishes titles on business topics and social awareness issues. The company specializes in helping business executives and consultants with all aspects of getting their knowledge and expertise into professionally produced books. It develops and implements comprehensive marketing programs that quickly capture the attention of the target audiences. More information can be found at www.SilveradoPress.com.
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