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About the Author ix Chapter 1 What?s Love Got to Do with It 1 Chapter 2 The Seven Essential Principles of Customer Engagement 19 Chapter 3 The Five Levers of Customer Experience 33 Chapter 4 Put Customers First 41 Chapter 5 Connect 73 Chapter 6 Solve Problems 97 Chapter 7 Build Trust 125 Chapter 8 Create Positive Emotional Experiences 149 Chapter 9 Make Breaking Up Hard to Do 163 Acknowledgments 181
Jeb Blount is a leading expert on how human relationships impact account management, customer experience, leadership, and sales. He helps many of the world's leading organizations accelerate revenue growth and profits through a focus on interpersonal relationships. He is the author of six books, including People Buy You: The Real Secret to What Matters Most in Business, People Follow You: The Real Secret to What Matters Most in Leadership, and Power Principles. He has published over 100 articles on account management, leadership, and sales, and his audio programs have been downloaded more than 6 million times on iTunes. More than 200,000 business professionals subscribe to his weekly newsletter.