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  • Summary of The Innovator's Dilemmaby . Instaread

    Instaread 2016; US$ 2.99

    Summary of The Innovator?s Dilemma by Clayton M. Christensen | Includes Analysis Preview: The Innovator?s Dilemma contemplates the difficulties of maintaining a firm?s position when faced with innovative technologies. It was first published in 1997 and remains an influential text for its descriptions of the reasons that some of the most successful... more...

  • Customer Centricityby Peter Fader

    Wharton Digital Press 2012; US$ 11.99

    Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customersand then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter... more...

  • Managing Customer Relationshipsby Don Peppers; Martha Rogers

    Wiley 2010; US$ 89.50 US$ 77.57

    MANAGING CUSTOMER RELATIONSHIPS A Strategic Framework Praise for the first edition: "Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies. "—Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration,... more...

  • Secret Serviceby John R. DiJulius III

    AMACOM 2002; US$ 17.95

    What?s the big secret to giving great customer service? more...

  • Amaze Your Customers!by Zanetti

    Kogan Page 2006; US$ 17.95

    Discover new strategies to amaze your customers?This comprehensive and entertaining guide demonstrates the ways in which companies, both large and small, can attract and win new customers using Daniel Zanetti?s ?Customer Amazement Strategy?. Based on real-life stories of good and bad customer experiences, this book shows you just how important customer... more...

  • Customer Serviceby Rodney Overton

    Martin Books 2007; US$ 24.95

    This book explores various methods of improving, measuring and providing Customer Service in your organisation without spending a lot of money. This book will help your organisation to retain existing clients, win extra sales, customers and market share, and be a SERVICE leader. What does your customer expect and want? Service strategy options... more...

  • What's the Secret?by John R. DiJulius

    Wiley 2011; US$ 27.95 US$ 19.57

    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... more...

  • Exceptional Customer Serviceby Lisa Ford; David McNair

    F+W Media 2009; US$ 13.95 US$ 11.44

    When the going's tough, companies that survive will be those that build the greatest loyaltyby exceeding expectations. Yet, too often, companies ignore their customers' needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback. With new, updated examples from more than fifty companiesfrom... more...

  • Unleashing Excellenceby Dennis Snow; Teri Yanovitch

    Wiley 2009; US$ 24.95 US$ 14.97

    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... more...

  • Taming the Search-and-Switch Customerby Jill Griffin

    Wiley 2009; US$ 24.95 US$ 14.97

    Praise for Taming the Search-and-Switch Customer "What an excellent wake-up call! Your company's most valuable asset—your loyal customers—have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information, and... more...