How to Profitably Delight Your Customers - Hardcover

The majority of industries today are in a buyer's market. Huge increases in capacity worldwide have outstripped market demand. The only sure way to survival and profitability in this environment is serving customers well.

Simply satisfying customers is not enough, it is necessary to exceed their expectations or, in the author's terms, delight them. Delighting customers erects a barrier to competitors, so it is difficult for other to steal them and also provides invaluable word-of-mouth promotion. This book focuses on what corporate managers especially in product design and sales and marketing departments, need to do to help a company profitably delight its customers.

Hal Mather is president of Hal Mather, Inc in Amelia Island, FL., an international management consulting and education company. Since 1973, he has been helping all types of industrial concerns to improve their business planning and control. He is also author of 'Competitive Manufacturing - Second edition'.

Focuses on the importance of satisfying customers and the benefits this can bring for the company
Published in association with The Institute of Operations Management

The majority of industries today are in a buyer's market. The only way to ensure survival and profitability in this environment is serving customers well. Delighting customers also erects a barrier to competitors. This manual focuses on what corporate managers, particularly those in product design and sales and marketing departments, need to do to help a company profitably delight its customers.