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  • OPEN-Question Selling: Unlock Your Customer's Needs to Close the Sale... by Knowing What to Ask and When to Ask Itby Jeff Gee; Val Gee

    McGraw-Hill Education 2007; US$ 12.75

    Build stronger relationships with customers through the OPEN Questioning technique By asking four types of questions-Operational, Problem, Effect, and Nail Down-you can address customer needs, find connections, and build the kind of relationships that enable you to close more sales. This hands-on guide shows how to use OPEN Question Selling throughout... more...

  • The Opt-Out Effectby Gerald E. Smith

    Pearson Education 2015; US$ 44.99

    &>will control your brand relationship, there?s only way to win: help them do it. The Opt-Out Effect shows you how. † Marketing thought leader Gerald Smith brings together new research data, powerful strategies, and indispensable tools for implementing customer-centric brand management that supports today?s customers and earns their loyalty.... more...

  • Organisational Schizophreniaby Gopal K Gureja

    SAGE Publications 2013; US$ 29.95

    Supported by substantial empirical research and the voices of the customer contact employees, this book explores the reasons for the gap between what many companies promise as a matter of policy and what, in customers' perception, is actually delivered at the operating level. more...

  • Organizational Reputation in the Public Sectorby Arild Wśraas; Moshe Maor

    Taylor and Francis 2014; US$ 54.95

    A favorable reputation is an asset of importance that no public sector entity can afford to neglect because it gives power, autonomy, and access to critical resources. However, reputations must be built, maintained, and protected. As a result, public sector organizations in most OECD countries have increased their capacity for managing reputation.... more...

  • The Outside-In Corporationby Barbara Bund

    McGraw-Hill Education 2005; US$ 26.55

    Includes insights from Philip Kotler, Jack Welch, Michael Dell, Peter Drucker, Kenichi Ohmae, and other customer-based business innovators ?Delighting the customer? is a sure route to success and profitability , as proven by customer-driven industry leaders from Microsoft to General Electric to Wal-Mart Barbara Bund has had a successful career... more...

  • Partnering with the Frenemyby Sandy Jap

    Pearson Education 2015; US$ 44.99

    Why do crucial business partnerships and alliances fail so often and how can you keep it from happening to you? Partnering with the Frenemy answers these questions, helping you anticipate, prevent, and solve the problems that lead close business relationships to implode. † Drawing on cutting-edge research, Sandy Jap illuminates the... more...

  • Perfect Phrases for Customer Service, Second Editionby Robert Bacal

    McGraw-Hill Education 2010; US$ 11.40

    THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME You've heard it a million times: "The customer is always right." But let?s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee. Perfect Phrases for Customer... more...

  • Positively Outrageous Serviceby T. Scott Gross

    Dearborn Trade Publishing 2004; US$ 18.95

    T. Scott Gross is a super-successful businessman, a quality service guru, and a consultant to many of America's most prestigious companies and organizations. His message? In today's economy cutting prices is not enough, nor is providing good service. Today's successful businespeople must learn the secret of Positively Outrageous Service-doing the unexpected... more...

  • Predicting Market Successby Robert Passikoff

    Wiley 2006; US$ 29.95

    Praise for Predicting Market Success " Predicting Market Success has come at the right time for major companies. The value of understanding the dimensions of your brand's unique appeal and strength of preference is indispensable for brand strategy today. This book is well worth your time." —Joseph T. Plummer, Chief Research OfficerThe... more...

  • Putting Customers Firstby Andy Bruce; Ken Langdon

    Dorling Kindersley Ltd 2009; Not Available

    Focus your organisation on customers and form successful working partnerships with clients. more...