The Relationship Economy
Building Stronger Customer Connections in the Digital Age
by John R. DiJulius
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Pub Date Oct 08 2019 | Archive Date Nov 01 2019
Greenleaf Book Group | Greenleaf Book Group Press
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Description
Creating Authentic Customer Connections in a High-Tech World
In The Relationship Economy, author John DiJulius teaches business leaders about the importance of relationship building in the digital age. He argues that in spite of (and because of) the advances in tech, we've become a less connected society. We have dramatically evolved away from face-to-face communication, and the skill of building rapport is evaporating. This means that customer personalization and relationships are more important now than ever—and they will be the key to success for businesses moving forward. As he aptly states, “Being able to build true sustainable relationships is the biggest competitive advantage in a world where automation, artificial intelligence, and machine learning are eliminating the human experience, which is what creates the emotional connections that build true customer loyalty.” This book reminds readers of the importance of personal connections and shows them how to attain meaningful, lasting relationships with their customers.
Advance Praise
“In his newest book, John DiJulius brings his customer service expertise to bear on the question of relationships. How can we build better relationships with our customers that will keep them coming back for more? DiJulius offers a smart prescription that builds on traits you already have—empathy, vulnerability, hospitality, and authenticity—that will deepen your relationships not only with customers but also with family and friends, old and new.”
—Daniel Pink, author of When, Drive, and To Sell Is Human
“Every day, consumers are telling us what’s important to them: convenience, service, attention, empathy. Even in a digital age, personal relationships are critical to building trust and loyalty. This well-researched book will provide the inspiration to not simply connect with your customers but to build real human connections.”
—Rich Kramer, Chairman, CEO, and President, The Goodyear Tire & Rubber Company
“If true customer and employee loyalty is what you are looking for, The Relationship Economy will help you and your team build a genuine human connection and improve the impact this connection has on brand experience in the digital age.”
—Lisa Lutoff-Perlo, President and CEO, Celebrity Cruises
“I believe each of us can be classified as either a giver or a taker. John DiJulius’ latest is a must-read; it blares out to all leaders the importance of human interconnectivity at all levels within the organization. Human connectivity creates understanding, which in turn develops empathy, respect, trust, and a thriving, growing relationship among leaders, employees, and customers.”
—RADM Tom Lynch, United States Navy, (ret.) Chairman, NewDay USA
Marketing Plan
National Trade Marketing and Sales Campaign
Advance distribution of Digital ARC via NetGalley to reviewers, bloggers, journalists, librarians, booksellers, and media
Online marketing campaign including targeted advertising, advance giveaways, and trade advertising
Available Editions
| EDITION | Other Format |
| ISBN | 9781626346437 |
| PRICE | $24.95 (USD) |
Featured Reviews
Darya Y, Reviewer
We are living in the age of social impact, relationships based economy and deep customer engagement that influence buses and brands. These relationships are powered by digital. It has never been easier and extremely difficult to build a business. This is a good book on why and how build social relationships between customers and brands.
Henk-Jan v, Reviewer
In The Relationship Economy, author and consultant John Robert DiJulius argues that our inner circle - the people we trust the most - is much smaller than in the past. We miss out on opportunities to make a deeper connection that can potentially enrich lives. Due to the dark side of technological disruptions, we are now relationship disadvantaged. For anyone and any business to thrive in the future, they will have to master the art of relationship building. DiJulius teaches us the importance of being authentic, obsessively curious, a great listener having incredible empathy, and loving people.
The Relationship Economy is about building a culture that recognizes the importance of each individual and making everyone a part of a community that is working toward something bigger - a community that makes them feel cared for. Seven traits are key to effective interactions: compassion and empathy, engagement and warmth, a drive to serve, ownership, charitable assumption, presence, and a desire to exceed expectations.
Your customer-facing employees may not understand the true value of the services and products they are selling to the customer. What they perceive is going to be projected on your customers. It is rational for customers to be irrational. Once employees understand there is a good probability of a customer reacting emotionally instead of rationally, they won't take it personally and will be better able to make a brilliant comeback. DiJulius' takeaways are really useful to improve your relationships, both private, and in business.
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