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As the effects of the global recession linger, consumers everywhere are changing their purchasing patterns, paying greater attention to what and why they are buying, and from whom. While many feel rampant spending is hard-wired into the modern psyche and that we will be back to our wasteful ways soon enough, there are clear indications of a permanent shift in the way we shop. Even before the economic downturn, consumers' definitions of value had begun...
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This book is a comprehensive practical guide for account managers, sales teams and account leaders operating in the B2B space. It provides knowledge to excel in developing, growing and retaining top accounts in local and global environments. With a nuanced version of 'account management' that will potentially be a game changer, the book offers a personnel-and-process based agenda that can create a 'competitive advantage' on its own.
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The book titled "Introduction to Reverse Logistics,"authored by Sanjivan Saini, delves into the dynamic andincreasingly pivotal realm of reverse logistics. In today'sinterconnected and environmentally-conscious world,the process of managing goods and materials flowingbackward in the supply chain has gained paramountsignificance. This comprehensive guide offers readers anuanced understanding of the principles, practices, andcomplexities that underpin...
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Discover the 24 reasons people are leaving you for competitors and how to win them back.
In Why Customers Leave, popular customer experience and marketing speaker David Avrin makes a compelling case for customer experience as a bankable differentiator in an era of vast marketplace choices. The book lays out the very visible reasons for the recent shift in customer mindset and expectation, illustrates the myriad ways that companies inadvertently...
85) Customer Magic – The Macquarie Way: How to Reimagine Customer Experience to Transform Your Business
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It takes a special kind of magic for a challenger brand to achieve seemingly impossible customer-centric results. It' s that magic that makes Australian telecommunications company Macquarie Technology world leaders in award-winning customer experience. Joseph A. Michelli – the bestselling author of books about brands renowned for their stellar service and outstanding growth, such as The Ritz-Carlton, Mercedes-Benz and Starbucks –...
86) Live Video Revolution: How to Get Massive Customer Engagement and Skyrocket Sales with Live Video
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With one in five Facebook videos posted being live videos, it's essential that businesses and brands understand how to use this technology and create content for live broadcasts. Just as social media is a relatively new phenomenon which many business owners are still learning how to use, live video is rapidly becoming a great way to increase customer engagement and sales. The Live Video Revolution covers a brief history of live video technology, how...
87) The Lean Clinic
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How can you make your clinic run more efficiently? Make your patients happier? Run more smoothly? This book will use principle perfected by Toyota to improve the day-to-day clinic operation.
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As a customer, we've experienced both helpful and heartless customer service. Customers complain when they feel unheard or there is a lack of empathy from a representative. Guess whose voice is loudest, happy or dissatisfied customers? What if you could provide exceptional service to even the most challenging customers? Reduce customer complaints by using our caring customer service model to truly listen to and understand your customers from the beginning....
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Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular...
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National Customer Service Association President and CEO C. William Crutcher delivers another comprehensive guide to exceptional customer service, this time tailored specifically for frontline personnel. Maximizing Customer Loyalty combines 25 years of expert-led training in the fields of customer service, organizational planning, and leader development to guide service providers in any industry to create customers for life. This book leaves no facet...
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Fact #1
Outstanding service tempts customers to:
• Spend more
• Come back more
• Be confident in referring your business to others
Fact #2
Your employees are the key drivers of your customers' experience.
In this book, Caroline guides you through the stages to developing a true service culture and creating your own Service Superstars.
"It's the experience you create for customers that gets remembered"
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Libro de referencia y único utilizado en los ciclos formativos de Atención al consumidor, inicialmente utilizado en la Comunidad de Madrid y posteriormente para el resto de Comunidades. Libro actualizado en el 2015 y aplicación teórica y práctica. Libro para el alumno de este ciclo pero a la vez libro para trabajadores de empresas que estar cara al consumidor y cliente donde se hace referencia a la legislación vigente como al trato con el consumidor....
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21 key habits service leaders can adopt to improve effectiveness and strengthen the relationships with the people they serve.
Service leaders know how to deliver great results, but they are often so focused on systems and speed that they've forgotten service still is, and always will be, about building long-lasting relationships -, with their teams and their customers.
Based on practices that have been used to improve thousands of people's relationships...
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When faced with the choice between cutting costs or improving customer service, most companies focus on tangible assets. But in our service economy, the most important asset is intangible: a company's relationship with its customers. The Satisfied Customer is a blueprint for understanding this fact of modern business and reveals the unheralded value of customer satisfaction. Drawing on the results of a massive survey of American consumer satisfaction...
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There's always been that one quiet kid in the back of the class. Perhaps they're a little shy, branded a misfit, maybe they dress a little funny... but they're always watching, always listening.
That's me. I'm that kid. I've learned much by playing the role of an avid observer, and feel I must break my silence if only for a spell.
Sitcoms have thrived on the silly subject matter of telephone support for decades, exposing the most despicable acts...
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When a "big box" hardware and home improvement store opened in northern Houston, only three and a half miles from Martin Hardware, local residents shook their heads and forecast the old store's closure. After all, how could a 67-year-old hardware in an old converted barn compete in pricing and advertising against such a Goliath?
But something funny happened on the way to the pity party: Martin Hardware defied the gloomy forecasts. In a short (1,500...
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Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company's reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed. Award-Winning Customer Service offers scores of quick tips for readers looking to improve and then maintain...
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Hands up if you are happy with the standards of customer service?
Nobody?!Well, I am pleased to say that you have come to the right place...Matthew Storey is passionate about changing the face of customer service by actually introducing a human face! Far too often the essence of humanity has been sucked out of the service industry by the speed of the digital age that we operate in.
Matthew is a life-coach, mentor and business trainer who specialises...
99) How to Talk to Influential People: Effective Strategies for Networking and Building Successful Relat
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Are you struggling to build successful relationships and expand your network in your professional life? It can be frustrating and disheartening when you attend countless networking events, hand out business cards, and engage in small talk, only to find that nothing substantial comes out of it. You may even feel like you're wasting precious time and energy on fruitless efforts that yield no results. Networking is essential in today's competitive world,...
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Almost every business leader admits that too often, they have a great year on the top line, but too little to show on the bottom line. And when they can't or won't take on more debt, they stay stalled, unable to fund the people, technology, equipment, facilities, acquisitions or expansion that will help their business grow and thrive. With often-overlooked solutions to the five core challenges to building a strong bottom line to fund growth, "Profit...
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