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Author: Hal Mather
Publisher: Routledge
ISBN: 1136346767
Category : Business & Economics
Languages : en
Pages : 200
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Book Description
The majority of industries today are in a buyer's market. Huge increases in capacity worldwide have outstripped market demand. The only sure way to survival and profitability in this environment is serving customers well. Simply satisfying customers is not enough, it is necessary to exceed their expectations or, in the author's terms, delight them. Delighting customers erects a barrier to competitors, so it is difficult for other to steal them and also provides invaluable word-of-mouth promotion. This book focuses on what corporate managers especially in product design and sales and marketing departments, need to do to help a company profitably delight its customers. Hal Mather is president of Hal Mather, Inc in Amelia Island, FL., an international management consulting and education company. Since 1973, he has been helping all types of industrial concerns to improve their business planning and control. He is also author of 'Competitive Manufacturing - Second edition'.
Author: Hal Mather
Publisher: Routledge
ISBN: 1136346767
Category : Business & Economics
Languages : en
Pages : 200
Get Book
Book Description
The majority of industries today are in a buyer's market. Huge increases in capacity worldwide have outstripped market demand. The only sure way to survival and profitability in this environment is serving customers well. Simply satisfying customers is not enough, it is necessary to exceed their expectations or, in the author's terms, delight them. Delighting customers erects a barrier to competitors, so it is difficult for other to steal them and also provides invaluable word-of-mouth promotion. This book focuses on what corporate managers especially in product design and sales and marketing departments, need to do to help a company profitably delight its customers. Hal Mather is president of Hal Mather, Inc in Amelia Island, FL., an international management consulting and education company. Since 1973, he has been helping all types of industrial concerns to improve their business planning and control. He is also author of 'Competitive Manufacturing - Second edition'.
Author: Timothy L. Keiningham
Publisher: McGraw Hill Professional
ISBN: 9780658010040
Category : Business & Economics
Languages : en
Pages : 218
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Book Description
This text shows how customer "delight" not just customer satisfaction drives repeat purchasing and customer loyalty. It shows how to monitor customer delight against revenue, investment, resources and benchmark results. The book also has case studies to show how to keep up customer delight.
Author: Avril Owton MBE
Publisher: Bloomsbury Publishing
ISBN: 1408163314
Category : Business & Economics
Languages : en
Pages : 153
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Book Description
The Business on a Shoestring series helps small business owners grow their business imaginatively, effectively and without spending a fortune. Aimed at entrepreneurs with plenty of vision and commitment but not a lot of cash, each book is packed with ideas that really work, real-life examples, step-by-step advice and sources of further information. Your relationship with your customers is probably one of the most important you'll ever have. No business can survive without them, but reaching customers in the first place is a big challenge for small companies. This revised edition offers invaluable advice on: Understanding your customers, Asking for feedback... and learning from it, Creating a customer service strategy, Hiring the right people, Setting up and implementing complaint processes, Adding a personal touch. Being creative...But making sure you can deliver and Learning from your competitors. '...brimming with customer service delights, covering everything from understanding your customers' expectations to handling their complaints.' Management Today
Author: Neeta Lachmandas-sakellariou
Publisher: World Scientific
ISBN: 9811274282
Category : Business & Economics
Languages : en
Pages : 273
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Book Description
Service transformation is about ensuring that you stay relevant to your consumers. The world is seeing unprecedented change and your customers are also changing alongside this. How do you stay relevant to them so that they stay loyal to you?Whether it is technological disruption or the Covid-19 pandemic that has engulfed communities across the globe, businesses are being forced to take a closer look at how they survive, thrive, and generate new value. If history has taught us anything, it is that discontinuity is a part and parcel of the business cycle.The first part of the book provides a macro perspective. What are the trends that are going to have significant impact on consumption in the years to come? In tandem, it explores concepts like customer satisfaction and using data.The second part of the book is about zooming in and details putting transformation initiatives in place through a framework (Explore, Engage and Expand) that looks at the key components of embarking on transformation. For example, understanding customers and their service journeys. How do you write the brief in a way that allows fresh ideas? How do you test ideas before investing capital in production? What are some of the considerations before you can roll out or scale your new idea.Finally, the third part of the book focuses on the core of creating a strong and sustainable business. This includes understanding customer's expectations, ensuring you deliver what is promised, understanding where the service processes fail and the role that leadership and culture play in building a business that is able to change with adapt to changing times.
Author: Dr. Jyoti Rameshrao Kote
Publisher: Sankalp Publication
ISBN: 8119511794
Category : Education
Languages : en
Pages : 204
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Book Description
Author: Keith Abraham
Publisher: Maruki Books
ISBN: 9780646375830
Category : Business & Economics
Languages : en
Pages : 168
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Book Description
Creating Loyal Profitable Customers establishes that there are 6 simple steps to turning a one time buyer into a lifetime advocate. This book will help any business to stand out head and shoulders above any other who does not use customer service as part of their strategy for increasing sales, reducing marketing expenses and growing their business profitability. Keith also shares his 9- step formula for gaining endless supply of referrals from every customer. There are practical tips, tools and templates in this book that will revolutionise the way most companies develop their teams to sell and succeed in business using Customer Service as a key component in their marketing tool kit.
Author: Lior Arussy
Publisher: John Wiley & Sons
ISBN: 0471721344
Category : Business & Economics
Languages : en
Pages : 224
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Book Description
"I’ve always said that education without execution is just entertainment – and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it well. Read this book and learn."--Tim Sanders, Author of "Love is The Killer App" "Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit."--Jerry Vass, Author of "Soft Selling in A Hard World" and President Vass Consulting "You might not like this book. It's not filled with easy shortcuts and feel-good platitudes. BUT, when you're ready to walk the walk and not just talk the talk) about treating your customers right and growing your business, Lior's book is a fine place to start down that rarely-followed, very profitable path."--Seth Godin Author, Purple Cow & Free Prize Inside "Lior Arussy is a true customer advocate. This book is a must-read for anyone who knows that the only sustainable competitive advantage is to create a unique and meaningful customer experience."--Ginger Conlon, Editor-in-Chief, CRM magazine According to Strativity's 2003 CEM global study, 45% of executives surveyed do not believe they deserve the customer’s loyalty. Following a decade of customer-centric books, the market is in a state of crises with over 50% customer focused projects fail. Passionate and Profitable is a new book that takes a critical look at the state of the companies’ commitment to customers and exposes the fatal mistakes companies make and the lip service they pay to their customers. Full of examples and statistics, Passionate and Profitable argues that customer strategies success depends on making serious tough choices and not cosmetic works. It is those tough trade offs that will help companies unleash their passion for customers and in return, increase their profitability and sales.
Author: Steve Curtin
Publisher: AMACOM
ISBN: 0814432824
Category : Business & Economics
Languages : en
Pages : 200
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Book Description
Discover the hidden ways to raise your organizations’ customer service experiences from ordinary to extraordinary. If you want to know how strong your company’s customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee’s highest priority, because when it’s not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as: Expressing genuine interest Offering sincere compliments Sharing unique knowledge Conveying authentic enthusiasm Providing pleasant surprises Delivering service heroics when needed Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn’t you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.
Author: Brian TRACY
Publisher: AMACOM Div American Mgmt Assn
ISBN: 9780814472484
Category : Business & Economics
Languages : en
Pages : 232
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Book Description
As one of the world's most sought-after personal coaches, Brian Tracy has helped transform the lives and careers of countless individuals, unlocking the secrets to greater wealth, professional success, and immeasurable happiness. Now, you can experience firsthand the incredible power of Brian's coaching in your own career and life. TurboCoach gives you an array of tools and exercises to help you develop and implement your own personal strategic plan that will quickly take you as far as you want to go. Each chapter begins with questions to ask yourself, and ends with an application exercise that helps you put your answers to work. You'll learn more than you thought possible about: Yourself. Pinpoint your values, vision, mission, purpose, and goals, and identify the knowledge, skills, habits, and activities you must undertake to excel. Your field. Study your competition, know your customers, use your strengths, and remove critical constraints to success. Your productivity. Leverage the power of delegation, and learn the Eleven Keys to Increasing Your Productivity. Your business. Do more than just meet or exceed expectations -- delight and amaze your customers. Create a powerful marketing plan and a personal brand, increase revenues seven different ways, and maximize your profits. TurboCoach shows you how to put all of these approaches to work for you, no matter what sort of business you're in. Best of all, Brian reveals how to maximize the return on your new-found productivity by freeing up more time to spend on what really matters -- the people and activities you love. TurboCoach is filled with examples of Brian's techniques in action, such as the woman who, simply by concentrating on her highest-value activities, was able to: (1) save herself $55 dollars per day in expenses; (2) create two more productive hours per day; and (3) double her income in 10 months! Powerful, proven, and universal, the personal strategic plan in TurboCoach will help you excel in your work, reap incredible financial rewards, and find satisfaction and joy in your career and your life!
Author: Laurel J. Delaney
Publisher: Global TradeSource Ltd
ISBN: 9781551801391
Category : Export marketing
Languages : en
Pages : 252
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Book Description
Ten key ways to becoming a global player and succeeding in the lucrative export field
