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Author: Dan Blacharski
Publisher: Atlantic Publishing Company
ISBN: 0910627525
Category : Business & Economics
Languages : en
Pages : 290
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Book Description
This book details how to care for customers and how to make superior service happen and keep customers coming back to your store or web site. You will learn practical and innovative tips and tricks that are easy to implement and can be applied immediately. This book is a ready-made, in-house training workshop and step-by-step manual for creating superior customer service. Learn from successful companies what works and what doesn't to help keep customers racing back to your business.
Author: Dan Blacharski
Publisher: Atlantic Publishing Company
ISBN: 0910627525
Category : Business & Economics
Languages : en
Pages : 290
Get Book Here
Book Description
This book details how to care for customers and how to make superior service happen and keep customers coming back to your store or web site. You will learn practical and innovative tips and tricks that are easy to implement and can be applied immediately. This book is a ready-made, in-house training workshop and step-by-step manual for creating superior customer service. Learn from successful companies what works and what doesn't to help keep customers racing back to your business.
Author: John A. GOODMAN
Publisher: AMACOM Div American Mgmt Assn
ISBN: 081441334X
Category : Business & Economics
Languages : en
Pages : 274
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Book Description
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
Author: Art Weinstein
Publisher: Routledge
ISBN: 1351214322
Category : Business & Economics
Languages : en
Pages : 218
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Book Description
Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.
Author: Art Weinstein
Publisher: CRC Press
ISBN: 1439861285
Category : Business & Economics
Languages : en
Pages : 323
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Book Description
A customer-centric culture provides focus and direction for the organization, ensuring that exceptional value will be offered to customers — this, in turn, results in enhanced market performance. Unfortunately, caught up in the daily economic and competitive pressures of running complex and fast-changing businesses, managers may lose sight of customers’ desires. And, consequently, customer experiences often fall far short of expectations. Written by an expert with more than fifteen years of experience, Superior Customer Value: Strategies for Winning and Retaining Customers, Third Edition benchmarks the best companies and shows you what it truly means to create world-class value for customers. The book is a state-of-the-art guide to designing, implementing, and evaluating a customer value strategy in service, technology, and information-based organizations. It explores key marketing planning issues that emphasize relationship management strategies to keep customers happy. See What’s New in the Third Edition: New topics include: Business models Co-creation of value Corporate entrepreneurship Customer experience management Customer value metrics Net promoter score Image Innovation Social media Expanded coverage of: Customer relationship management E-business opportunities Written as an academic textbook for use in MBA programs, the book is highly readable, practical, and action-oriented, giving managers at all levels of experience guidance on how to improve marketing operations and create customer-centric organizations. It explains valuable tools such as customer value funnel, customer value assessment, service-quality-image-price (SQIP) analysis, and CRM models. Each chapter has a customer value insight checklist, action items, and informative figures and tables. This revised edition addresses current trends in value-adding business practice, from understanding how to drive a market and find new ventures to the rise in customer importance of the online arena and new models and metrics for customer loyalty and retention. Great companies amaze and delight customers — Superior Customer Value offers a strategic blueprint to learn from the market leaders and apply those lessons to your organization. Art Weinstein discusses the book in several videos on the CRC Press YouTube Channel.
Author: Art Weinstein
Publisher: CRC Press
ISBN: 1000083454
Category : Business & Economics
Languages : en
Pages : 355
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Book Description
First Published in 1999, this book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s).
Author: DAVID L. ELWOOD
Publisher: AuthorHouse
ISBN: 1491844434
Category : Business & Economics
Languages : en
Pages : 200
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Book Description
In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwoods message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business --- the only question is whether you are doing it well. Want a quick read at the airport terminal thatll entertain more than transform? Two Factor Theory of Customer Service isnt it! Elwood skips the clichs while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again...). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University
Author: John R. DiJulius, III
Publisher: John Wiley & Sons
ISBN: 0470196122
Category : Business & Economics
Languages : en
Pages : 339
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Book Description
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 consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.
Author: David E. Deviney
Publisher: Provant Media Publishing
ISBN: 9781884926952
Category : Consumer satisfaction
Languages : en
Pages : 0
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Book Description
In today's marketplace, outstanding customer service may be the only thing that distinguishes your organization from your competitors. Outstanding Customer Service shows you how to provide the kind of service that generates customer loyalty (and repeat business) by developing key skills as well as systems that support and reinforce them. Dr. David Deviney is the owner of David Deviney and Associates, a consulting firm that serves a variety of industries. As a consultant, Dr. Deviney specializes in customer service, strategic planning, and behavioral change. Each book in the American Media How-To Series presents valuable information in a self-study format. Whether it's interviewing, customer service, or even termination skills, American Media's How-To Series of books will help you develop and retain a competitive advantage in today's workplace. Book jacket.
Author: Dennis Snow
Publisher: John Wiley & Sons
ISBN: 0470503807
Category : Business & Economics
Languages : en
Pages : 261
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Book Description
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 always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Author: James Poisant
Publisher: Bloomsbury Publishing USA
ISBN: 0313004781
Category : Business & Economics
Languages : en
Pages : 188
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Book Description
Poisant reveals the secrets of superior customer service organizations. He redefines the role of management and organizations, taking the reader on a journey and discovering the true nature of superior managers and organizations. Those in management positions who seek to understand how to better motivate their employees and better serve their customers will find the answers they are searching for in these pages. Managers will relearn nearly everything they have been taught about the profession of management. Redefining the criteria of power and success, Poisant supplies a blueprint for survival in a competitive environment. Anyone charged with the management of others will find the approach valuable, as will students and scholars of management.
