Your Customer Rules: Book Launched

The long-awaited sequel to the best-selling “The Best Service Is No Service” has been launched.

“Your Customer Rules! Delivering the Me2B experiences that today’s customers demand” is the second book by David Jaffe and Bill Price.

“Me2B” focuses on a hierarchy of 7 relationship needs which we all have as human beings. It does so from the perspective of the customers and the businesses they use.

Hence “Me2B” not “B2C”:

• “Make it easy for me”
• “Give me choices”
• “Know me, remember me”.
• “Value me”
• “Trust me”
• “Surprise me with stuff I can’t imagine”
• “Help me do more”

Each of these relationship needs is broken down into half a dozen sub-needs. Both poor cases and good cases illustrate each to bring the ideas to life. Each chapter then makes simple recommendations to follow to help deliver the relationship need.

For example, “Don’t make me have to learn to navigate your organisation” is one of the sub-drivers of “Make it easy for me”. Examples are given such as the Mayday button on Kindle Fire.

Me2B audits and decision workshops are being offered to mark “Me2B”s launch. These audits assess, from a customer’s point of view, how well you meet the relationship needs.

The findings will then be used to run a stakeholder workshop which should allow you to agree where to invest your time innovating on your customers’ digital and human journey across your channels.

For more information about these workshops, connect with Peter Massey (Managing Director of Budd and co-founder of LimeBridge).

“Your Customer Rules!” by David Jaffe and Bill Price is available for pre-order on Amazon.