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Most popular at the top

  • Fishby Stephen C Lundin; Harry Paul

    Hodder & Stoughton 2002; Not Available

    Imagine a workplace where everyone chooses to bring energy, passion and a positive attitude to the job every day. In this engrossing parable, a fictional manager has the responsibility of turning a chronically unenthusiastic and unhelpful department into an effective team. Seattle's Pike Place Fish is a world famous market that is wildly successful... more...

  • Customer Winbackby Jill Griffin; Michael W. Lowenstein

    John Wiley & Sons, Inc. 2002; US$ 32.95

    Most firms consider the lost customer a lost cause. But in this ground breaking book, Jill Griffin and Michael Lowenstein provide you with step-by-step solutions for winning back lost customers, saving customers on the brink of defection, and making your firm defection proof. Whether your business is small or large, product- or service-based, retail... more...

  • Strategic Customer Managementby Adrian Payne; Pennie Frow

    Cambridge University Press 2013; US$ 48.00

    The first textbook to integrate relationship marketing and CRM. Case studies from around the world connect theory with global practice. more...

  • Measuring Service Performanceby Ralf Lisch

    Ashgate Publishing Ltd 2014; US$ 104.95

    In service societies, the tertiary sector has long become the primary sector in terms of GDP and employment. Quality research and testing means better service, and success in the service industries demands quality. Nonetheless, complaints about insufficient, inconsistent or bad service abound. Measuring Service Performance is an appeal for an approach... more...

  • Loyalty Mythsby Timothy L. Keiningham; Terry G. Vavra; Lerzan Aksoy; Henri Wallard

    Wiley 2005; US$ 24.95

    In Loyalty Myths , the authors have assembled 53 of the most common beliefs about customer loyalty – all of them wrong or misconceived! Each of the beliefs in this book is debunked with real-world examples. While other books speak in platitudes; this book is the only one to validate each proposition with real data. Granted unprecedented... more...

  • Do the Right Thingby James F. Parker

    Pearson Education 2007; US$ 25.99

    The #1 Principle of Sustainable Business Success Is Simpler Than You Think   ? Do the Right Thing is about how any company can stay true to its soul. Jim Parker?s deep and abiding belief in the power of people and culture in building a business of lasting worth is evident everywhere; so too is his humility and selflessness as a leader--his... more...

  • Delivering Happinessby Tony Hsieh

    Grand Central Publishing 2010; US$ 10.99

    Pay brand-new employees $2,000 to quit Make customer service the responsibility of the entire company-not just a department Focus on company culture as the #1 priority Apply research from the science of happiness to running a business Help employees grow-both personally and professionally Seek to change the world Oh, and make money too . .... more...

  • The Big Book of People Skills Games: Quick, Effective Activities for Making Great Impressions, Boosting Problem-Solving Skills and Improving Customer Serviceby Edward Scannell; Colleen Rickenbacher

    McGraw-Hill Education 2010; US$ 24.95

    More than 700,000 books sold in the Big Book series! Always say and do the right thing at the right time! Developing the necessary skills critical to teamwork and company success?taught in a fun group format Meeting new people, developing listening skills, learning proper business etiquette, or dealing with difficult customers or coworkers... more...

  • Customer Lifetime Valueby David Bejou; Timothy L. Keningham; Lerzan Aksoy

    Taylor and Francis 2013; US$ 45.00

    Get the competitive edge by effectively managing customer lifetime value The customer lifetime value (CLV) concept is extensively changing the way today?s business is managed. A student or practitioner needs to understand CLV to best gain the competitive edge in business. Customer Lifetime Value: Reshaping the Way We Manage to Maximize Profits is... more...

  • The Professional's Guide to Business Developmentby Stephen Newton

    Kogan Page 2012; US$ 34.99

    When buying professional services, most clients will assume that you are competent in your field. They are therefore not hiring you mainly on the basis of your expertise but on factors such as price, and whether they want to do business with you. To minimise the issue of cost, you need to ensure that the benefits of working with you are clear to your... more...