Regular price: $19.95

Free with 30-day trial
Membership details Membership details
  • A 30-day trial plus your first audiobook, free
  • 1 credit/month after trial – good for any book, any price
  • Easy exchanges – swap any book you don’t love
  • Keep your audiobooks, even if you cancel
  • After your trial, Audible is just $14.95/month
Select or Add a new payment method

Buy Now with 1 Credit

By confirming your purchase, you agree to Audible's Conditions of Use and Amazon's Privacy Notice. Taxes where applicable.

Buy Now for $19.95

Pay using card ending in
By confirming your purchase, you agree to Audible's Conditions of Use and Amazon's Privacy Notice. Taxes where applicable.

Publisher's Summary

Deliver a better business experience, for every kind of customer
A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience for People Not Like You explains how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service.


A detailed guide to core customer groups, including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z); racial and ethnic segments, such as Hispanics and African-Americans; as well as those who are defined by key lifestyle and life-stage attributes
Includes consumer insights that will help business leaders deliver a better business experience with every customer
You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.
©2013 Kelly McDonald (P)2013 Audible, Inc.
Show More Show Less
No Reviews are Available
© Copyright 1997 - 2017 Audible, Inc