Model of Attention - The Customer Magnet

INTRODUCTION

CHAPTER 1
MODEL OF ATTENTION IN A NUTSHELL
What is the goal of the Model of Attention?
Why the Model of Attention?
Promise and expectation
Primary need
Service
Quality
Trust and safety
Implementation model
Not a bag of tricks

CHAPTER 2
ATTENTION
The wisdom of my mother
The origin of attention
Attention sensor
Attention and our brain
Attention and ice crystals
Attention and the Monkey Mother Experiment
Attention from the inside out
Attention and social media
Attention and the toilet fly
Attention and the Stockholm Syndrome
Attention and The Connect Effect

CHAPTER 3
PROMISE VERSUS EXPECTATION
What is a promise?
Just like with us humans
The promise of the gadget salesman
The promises of the banking sector
Business promises
Cosmetic promises
Expectation based on memories
Unique promise
The unique promise of a logo
KLM
Nike
Apple
Coolblue
Suitsupply
VanMoof
Promise of a pay-off
Avis
Prominent personalities and promises
The promise of a city
From emotion to reason
Building a bond by increasing likebility
Conclusion

CHAPTER 4
CONTACT
Ubuntu
I am because we are
Contact and AI
Customer journey with Attention
Theory of Uncle Harry
The customer is actually Uncle Harry
Danny Meyer
The attention of Disney
What is contact?
Three core disciplines
The foundation of making contact
First impression

BODY LANGUAGE
Information stimuli
Perception is projection
Values and beliefs
Corporate values
Behavior and body language
What does body language encompass?
Making connection
Animal manners
Unconscious guidance
Sign language
Mirror neurons
Being attentive to visitors
Labeling
The additional information of body language
Scent reveals
Unconsciously conscious
The body language of Donald Trump
Nixon versus Kennedy
Uniformity
The body language of companies
TONE
Pitch
Tempo
Volume
Timbre
Accents
Language Type
Create the sound of your organization
Who is that on the phone?

LISTENING
Distractions
Lessons in listening
Characteristics of a good listener
What is important for a listener?
What do you need as a listener?
Conclusion

WORDS
Speakers
Customer Contact
Payoff
Magical Instruments
Compliments
A good night’s sleep
Be warm and competent
Show your mistakes as well
Shared values
Word choice with shared interest
Touch
See customers as they want to be seen
Take a step back
Responding
Opening lines
Government language
Word soup
Alignment
Huntsman & Sons
Spoken language
Cultural differences
Attentive contact
Conclusion

CHAPTER 5
SERVICE
Promises fulfilled
Umbrella promises
Keep checking
Customer’s latent needs
Generation Y and Z
Service promises
Spotlight on service processes
Applying service processes
Upgrading service processes
What is going well, what can be improved?
Applying Service Marketing
What is service marketing?
Making service visible
Explainer videos
Attention, Service, and...
Ask questions
Offer suggestions
Conclusion

CHAPTER 6
QUALITY
Quality as a separate entity
What is quality?
Like a timepiece
Human processes
Knowledge quality
Magnet of trust
The Toyota Quality Philosophy
The Lean principle
Moose Test
Managing quality
Forums
Hungarian Flat Screen
The Customer Decide
Financial Products
Engaging Customers
Competition as a benchmark
Involving employees
Emotional quality
Job application processes
Safety
Quality and credibility
Quality and company culture
Quality in the hotel business
Quality and waiting times
In the past, everything was better
Corporate values
The quality column
Driving forces
Intentional mistakes
Shaking things up
Conclusion

CHAPTER 7
THE CONNECT EFFECT
It starts from the heart of an organisation
Biological evidence of success
Trust and security
Gift by mail
Complexity of simplicity
Sailboat or container ship?
Golden rules

EPILOGUE
ACKNOWLEDGMENTS