Turning Ordinary Products into Extraordinary Experiences
Normal Price: $57.99
Your Price: $52.19 AUD, inc. GST
Shipping: $7.95 per order
You Save: $5.80! (10% off normal price)
Plus...earn $2.61 in Boomerang Bucks
Availability: Available to Backorder, No Due Date for Supply
Priceless by Diana LaSalle
Book DescriptionWhether their complaints are about customer-proof packaging, a never-ending voice mail loop, or a purchase that doesn't live up to its claims, customers are consistently disappointed in their interactions with companies. And while experts say that the creation of "customer experiences" is the new requirement for success, few companies have managed to deliver.Now, veteran experience consultants, Diana LaSalle and Terry A. Britton take businesses from concept to practice, offering a tactical guide to creating value-adding experiences around any product or service - whether the offering is candles or computers, catering services or consulting advice. The authors argue that most managers remain stuck in a "features and benefits" mentality that zeroes in on what a product does. That focus needs to shift, they say, to what a product or service offers and how it affects customers' lives. LaSalle and Britton provide a hands-on model for understanding the relationship between value and experience, and then show how companies can leverage that knowledge to transform ordinary products and services into experiences that customers consider extraordinary - even priceless.Drawing from extensive research and the stories of experience pioneers, the authors introduce new systems - the 'Experience Engagement Process' and the 'Experience Event Matrix' - businesses can use to: evaluate the entire consumption experience through the customers' eyes; better understand what various customer groups value and why; identify areas where new dimensions of value can be added to an offering; eliminate customer sacrifice and increase rewards at every stage of the process; align products, service, and environment to deliver a complete value experience; and translate experience creation into bottom-line profits. Lively, practical, and entertaining, "Priceless" helps managers, marketers, and strategists recognize exactly what customers want and how to deliver it. We'll never look at what we sell - or buy - the same way again. Diana LaSalle and Terry A. Britton are founding partners of True North Strategies, a Savannah-based experience consulting firm.
Buy Priceless book by Diana LaSalle from Australia's Online Bookstore, Boomerang Books.
Book DetailsISBN: 9781578517466
(233mm x 160mm x 22mm)
Imprint: Harvard Business Review Press
Publisher: Harvard Business Review Press
Publish Date: 1-Nov-2002
Country of Publication: United States
» Have you read this book? We'd like to know what you think about it - write a review about Priceless book by Diana LaSalle and you'll earn 50c in Boomerang Bucks loyalty dollars (you must be a member - it's free to sign up!)
Author Biography - Diana LaSalle
Diana LaSalle is founder of Fusion Group, a Chicago-based experience consulting firm. Prior to Fusion Group, LaSalle owned the Dymar Agency, an advertising firm specializing in niche and affinity marketing. Terry A. Britton is a principal of Fusion Group and former Chief Technical Officer at dcVAST, Inc., a web integration company.
Phone: 1300 36 33 32 (9am-5pm Mon-Fri AEST) - International: +61 2 9960 7998 - Online Form
Address: Boomerang Books, 878 Military Road, Mosman Junction, NSW, 2088
© 2003-2017. All Rights Reserved. Eclipse Commerce Pty Ltd - ACN: 122 110 687 - ABN: 49 122 110 687