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In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does...
Editeur :
Jossey-Bass
Parution :
2011-09-14
ePub
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Customers are key to your success. Make a big difference to them by taking care of the little things that matter - this book contains 50 tips and techniques to create a Buzz that delivers world-class customer service. In his punchy, accessible guide, well-known author...
Editeur :
Nicholas Brealey Publishing
Parution :
2011-05-12
ePub
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This cutting edge and comprehensive book?with contributions from the star faculty of Cornell University's School of Hotel Administration?offers the latest thinking on the best practices and strategies for hospitality management. A must for students and professionals...
Editeur :
Wiley
Parution :
2011-03-29
PDF, ePub
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In an online and social media world, measurement is the key to success If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible," they can be measured and managed-with powerful results. Measure What...
Editeur :
Wiley
Parution :
2011-02-14
PDF, ePub
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Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on...
Editeur :
Jossey-Bass
Parution :
2011-01-07
PDF, ePub
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What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a...
Editeur :
Wiley
Parution :
2011-01-07
PDF, ePub
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The Celebrity Experience combines the best practices of the business world with those of the celebrity world to create a practical and proactive guide for anyone who wants to bring their business’s internal and external customer service to the level of star treatment....
Editeur :
Wiley
Parution :
2010-12-16
ePub
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Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social...
Editeur :
Wiley
Parution :
2010-12-15
PDF, ePub
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Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations,...
Editeur :
Kogan Page
Parution :
2010-11-03
ePub
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Berry-AMA Book Prize FINALIST 2011!“The Right Sensory Mix” is one of the four best marketing books in 2011 according to the American Marketing Association Foundation. TheBerry-AMA Book Prize is awarded annually be the Foundation (AMAF) and recognizes books...
Editeur :
Springer
Parution :
2010-09-17
ePub
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Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results...
Editeur :
For Dummies
Parution :
2010-03-25
PDF, ePub
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YOUR CUSTOMERS ARE ANGRY. VERY ANGRY! The turmoil of recession has left them feeling let-down, anxious and betrayed. They know how often businesses over-promise and under-deliver, and they're now deeply cynical. Trust in business is at an all-time low. This defining...
Editeur :
Wiley
Parution :
2010-03-05
ePub
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From best-selling author Jeffrey J. Fox, how the savvy see opportunity -- and capitalize on it Economic downturns separate the winning companies from the struggling. And as best-selling author Jeffrey J. Fox shows, tough times also give solid companies, strong managers,...
Editeur :
Jossey-Bass
Parution :
2010-02-12
PDF, ePub
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Outstanding leadership is the kind that inspires employees, delights customers, and achieves extraordinary business results. And no one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World® Resort operations for over a decade....
Editeur :
Ebury Digital
Parution :
2010-01-26
ePub
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Building the Value Machine represents the type of business that many aspire towards - a business that is able to align its internal functions, including sales and marketing, in order to collaborate with its key customers and create real and unique value for mutual...
Editeur :
Kogan Page
Parution :
2009-11-03
ePub
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A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not...
Editeur :
Wiley
Parution :
2009-10-27
PDF, ePub
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Focus your organisation on customers and form successful working partnerships with clients.
Editeur :
Dk
Parution :
2009-07-01
ePub
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Selling high-end luxury creations requires a different set of skills than does traditional selling. Clients have high expectations for the service they receive and base their purchasing decisions more on emotion and desire than practical need. Whether you are selling...
Editeur :
Wiley
Parution :
2009-05-27
PDF, ePub
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Praise for Take Their Breath Away "Are you bored? We're so spoiled that when something is merely good enough, we just walk away. Chip and John explain that the surefire method for growth and customer loyalty is simple: don't be boring." —Seth Godin, author of Purple...
Editeur :
Wiley
Parution :
2009-04-20
PDF, ePub
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According to business guru Ram Charan, the process of selling is broken. Demand for competitive pricing is ever on the increase, and customers want more than great products at great prices; they want you to know how their business works, so that you can make it work...
Editeur :
Penguin
Parution :
2008-09-04
ePub
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