People Love You -- Contents -- About the Author -- 1 What's Love Got to Do with It -- The Case for Managing Customer Experience -- How Customer Experience Management Applies to Business‐to‐Business Relationships -- There Is No Loyalty When Everything Looks the Same -- What's Love Got to Do with It -- A Paradigm Shift-From Information to Empathy -- 2 The Seven Essential Principles of Customer Engagement -- Seven Essential Principles of Customer Engagement -- Principle 1: You Need Your Customers More Than They Need You -- Principle 2: Customers Are People -- Principle 3: You Are Always On Stage -- Principle 4: Customers Act on Emotion and Justify with Logic -- Principle 5: Customers Do Things for Their Reasons-Not Yours -- Principle 6: Customers Don't Do Illogical Things on Purpose -- Principle 7: Always Give More Than Is Required -- 3 The Five Levers of Customer Experience -- Five Levers of Customer Experience -- Put Customers First -- Connect -- Solve Problems -- Build Trust -- Create Positive Emotional Experiences -- 4 Put Customers First -- Bridging the Experience Gap -- Make It Easy for People to Do Business with You -- Likability Is the Gateway to Connections -- Likable Behaviors -- Flex Your Style -- People Respond in Kind -- Smile -- Why Don't People Smile? -- Be Authentic -- Be Polite and Respectful -- Be Kind -- Compliment Often -- Passion, Enthusiasm, and Confidence -- Be Enthusiastic -- Be Confident and Courageous -- Invest in Yourself -- Invest in Your Mind -- Invest in Your Body -- Invest in Your Spirit -- Turning First Impressions into Lasting Impressions -- 5 Connect -- You Can't Make Me Love You If I Don't -- You Cannot Argue Customers into Believing They Are Wrong -- Real Connections -- The Problem with Rapport -- The Real Secret to Connecting -- The Fine Art of Listening -- Active Listening -- Eye Contact -- Listen Deeply.

Keep Them Talking -- Remember and Use Names -- Effective Use of E‐Mail in DeliveringCustomer Experience -- 6 Solve Problems -- Problem Solvers Are the Champions of the Business World -- Problem Solving Starts with Who You Are-Not What You Do -- Five Rules of Questioning -- Rule 1: People Won't Tell You Their Real Problems untilThey Feel Connected to You -- Rule 2: Ask Easy Questions First -- Rule 3: People Communicate with Stories -- Rule 4: Be Empathetic-Follow Emotional Cues to Problems -- Rule 5: Never Make Assumptions -- Look Out for Icebergs -- Dual Process Questioning -- Proactive Problem Solving Is the Key -- The Pull Strategy-Becoming a Trusted Advisor -- Connecting Problems to Solutions -- Connecting the Dots with Account Management Process -- 7 Build Trust -- Going the Extra Mile -- Customers Are Vulnerable and They Don't Trust You -- You Are Always On Stage -- Consistent Behavior -- Sweat the Small Stuff -- Leverage Your Support Team -- Effective Time and Resource Management -- Don't Let Customers Find Your Problems -- Admit When You Are Wrong and Apologize -- To the Customer, You Are the Company -- 8 Create Positive Emotional Experiences -- Emotion Trumps Logic -- Anchoring Relationships -- The Law of Reciprocity -- Pay Attention to Self‐Disclosures (Listen Deeply) -- Little Things Are Big Things -- Take Action -- 9 Make Breaking Up Hard to Do -- Dealing with Pissed Off Customers -- Be Responsive -- Protect Your Turf -- Dealing with the Pressure to Reduce Costs -- Are All Customers Good Customers? -- Accounts Are Lost Most Often Due to Neglect -- Make Breaking Up Hard to Do -- Acknowledgments.