The VIP PRINCIPLE (with Michelle Pascoe)
Guest Relations & Hospitality experts Michelle Pascoe CSP and David Staughton CSP have spent a combined 50+ years researching and perfecting the Art of customer service and are now sharing that knowledge and insight through their book, The VIP Principle.
In a competitive marketplace, a focus on customer experience is of the utmost importance as it has never been harder to compete for a customer’s dollar.
This book shows readers how to delight their VIPs – their BEST customers and “keep them coming back and bringing others”.
Michelle and David take a scientific and analytical approach to the customer experience, outlining the strategies to measure client satisfaction, identify strengths and weaknesses, create a workplace of high-quality values and ethics, and prioritise improvements based on guests’ needs. Readers can learn how to delight current VIP customers and identify future VIP customers based on two decades of research in the industry.
Throughout the book, case studies and scenarios highlight REAL stories of what it takes to progress a business to the next level by creating and retaining loyal guests. From training in “first impressions” to detailed competitor analysis, the authors walk readers through each step to expand an already successful business or revamp one that’s in need of a makeover.
Businesses that are NOT focused on finding their NEXT VIP customers will find themselves irrelevant in a fast-changing, disrupted marketplace.
The VIP Principle is for anyone running a service-based business.
Here is the link to buy the VIP Principle book from AMAZON
