The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty

Summary

There's a reason they call it a convenience store— because it's convenient! When you have to pick up a gallon of milk, would you rather stop by a large supermarket or a 7-Eleven? Customers who shop at convenience stores know the selection is smaller and the prices are often higher . . . yet they still come in droves because of the ease of purchase.

What about the minibar in your hotel room? That's convenient too . . . but the convenience comes at a cost. Did you ever stop to think that the same $5.00 can of Coca-Cola in the hotel's mini-fridge can be bought down the hall from the vending machine for just $1.25? Yet even with that can of Coke being four times more expensive, hotels are restocking minibars every day.

Customers will pay for convenience. And they'll choose to do more business over time with the people and companies that make their lives more convenient.

This book shows you how to leverage convenience as a powerful way to differentiate yourself from your competition. You'll learn six compelling strategies, supported by numerous examples and case studies that will fuel your plan to create a focus on convenience for your customers.