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Harvard Business School recommends McKean's work for business leaders.  "McKean aims to establish the art of humanness as a firm-wide science to create a unanimous and consistent human touch across every interaction.”

Financial Times
"...the next decade will see organisations taking "the art of the human touch"... into a science.”


BBC RADIO 4 INTERVIEW
(7 million listeners) with John Humphrys -  Rebecca Marston interviewed John McKean: "The rise of technology and competition... contributes to businesses treating their customers like 'cogs in a wheel' rather than individual human beings"


CUSTOMER MANAGEMENT - COVER STORY
"In his new book, acclaimed international author and customer service guru John McKean argues that customers don't want relationships, they never have and they never will.”

SERVICE MANAGEMENT - COVER STORY
If anyone is not aware of exactly how their service engineers interact with the very people who keep their business in existence, this could well prove to be worrying in the extreme.

CRM MAGAZINE
"CRM That (Actually) Touches Customers"

"...new research shows that if you want a better bottom-line, treat your customers like human beings..." 

 "Slow down the sequence of sophisticated selling and look at acknowledgement, respect, and trust."


"Changing a service provider's historical focus on task execution to one of balancing execution and humanness holds the future of differentiation for every company"
"Banks that implement cutting edge CRM technologies yet fail to treat their customers as human beings run the risk of watching their market share plummet."


McKean’s “human touch” theory has a lot of merit, and he was able to demonstrate a correlation between the human touch and increased profits

 

John McKean drives a spike through conventional theories of relationship marketing.

BOOK OF THE WEEK

"Too many CRM projects communicate with customers as consumers and not people. The key is making the customer experience, not more perfect”.

"The book illustrates why some customer relations management do not succeed, and how acknowledging, respecting and creating trust can transform customers"

 

"Most marketers are more focused on ‘selling better’ rather than focused on what truly drives brand equity and loyalty"


One of the...Keynote speakers at this year’s Australian Direct Marketing Association Pan-Pacific Marketing Conference will be John McKean

[IS Logo]"Customers want the best product at the best price for them and want to be treated well in the process of buying and owning that product"
Traitez vos clients comme vous souhaiteriez être traité!
Relation client:
privilégiez le contact humain!
"...quand nous désirons acheter un produit, nous privilégions certes la qualité et le prix, mais surtout, nous choisissons le fournisseur qui nous traite le mieux."
"...customers don't want "relationships", we simply want to be able to buy what we need and be treated with a bit of civility."
"Auch wenn es viele Unternehmen nicht hören wollen: Kunden wollen keine Beziehung – sie wollten nie eine und sie werden nie eine wollen. Denn das Einzige, das wirklich zählt, ist Menschlichkeit"
"Customer defection will continue until businesses invest sufficient company resources into effectively providing this human touch"
McKean bedacht een lekker klinkend acroniem om de basisprincipes te communiceren: ART, acknowledgement, respect, trust.
70% of buyer decision-making... is driven by emotions generated by how I am treated as a person...Do you acknowledge me? ...show respect for my time, my privacy? Can I trust you?

 

"hoewel het luisteren naar de klant als mens compleet nieuw is"


...every business must provide the best culinary offerings and facilities not only to stay competitive, but...


Nation's Restaurant News:
"It's so obvious. It's so simple, and yet it's so overlooked"