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Publisher's Summary

Experiential markering guru Bernd Schmitt shows marketers and brand managers everywhere how to harness the power of customer happiness.
Every business knows that the best customer is a happy customer. They return again and again, bring their friends and family, and deliver tons of free advertising via word of mouth and social media. But in order to grow that loyal base, you must be keenly aware of your customers’ needs and preferences.
Drawing on the latest research in the exploding field of positive psychology, renowned Columbia Business School marketing professor Bernd Schmitt offers three unique approaches any business can use to turn a casual customer into a committed fan:

THE FEEL-GOOD METHOD: Use the experience of pleasure and positive emotion to hook new customers, and watch those feel-good moments transform an impulse buyer into a committed loyalist.
THE VALUES-AND-MEANING METHOD: Attract passionate customers by appealing to their core values, like being socially responsible, protecting the environment, or living a simple life.
THE ENGAGEMENT METHOD: Get customers to notice a unique or limited offer, immerse them in the experience, and have them share it with friends and family.
Schmitt shows marketers, brand managers, and entrepreneurs how to design an authentic and successful campaign that will reach, grow, and sustain a devoted base of customers.
©2012 Bernd Schmitt (P)2012 Gildan Media, LLC
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Critic Reviews

“Schmitt shows us that it is no longer enough to just satisfy customers. His audiobook provides solid and timely advice on how to delight customers, using both traditional and new media.” (Torrence Boone, Managing Director, Google)
“Combining academic research and fascinating case studies, Bernd Schmitt takes us into the heads of our customers and then gives us specific methods to deliver customer happiness. This audiobook doesn’t just tell us the ‘why’. It teaches us the ‘how to’.” (Shep Hyken, customer service expert and New York Times best-selling author of The Amazement Revolution)
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