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- Penguin Publishing Group 2012; US$ 26.95
?A useful and intelligent guide for elevating the performance of any organization? ?Jim McNerney, chairman, president, and CEO, The Boeing Company ?This book demonstrates how companies have prospered by empowering their frontline staff to address customers with the degree of passion and commitment you would otherwise only expect from those who... more...
- Penguin Publishing Group 2012; US$ 27.95
"'Trust is the new black.' We all rely on those we trust, and that's particularly true when it comes to business. Extreme Trust talks about how trust is increasingly critical in business, and how trustworthiness, or its absence, has become increasingly visible. It discusses what trustworthy behavior means in business, and how to change corporate... more...
- McGraw-Hill Education 2011; US$ 25.00
Build Customer Relationships and Win Big Revenue! ?Unbreakable relationships are crucial to success in business. Lou Imbriano captures what it takes to forge the kind of deep credibility that encourages consumers and clients to trust you with their hard-earned dollars. If you want to deepen your customers? trust and grow your revenues, I suggest... more...
- Penguin Publishing Group 2012; US$ 25.95
?LoyaltyOne President & CEO Pearson has written the seminal book on ?customer-experience marketing.? ?With a book so strongly dedicated to achieving these very specific business/marketing goals, it is refreshing to find that Pearson is able to engage the reader, communicating without boring. Agent: Jim Levine, Levine Greenberg Agency.? (May) ?Publisher's... more...
- ABC-CLIO 2010; US$ 38.00
In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back. more...
- Free Press 2005; Not Available
Every company today recognizes the importance of good customer service and putting the customer first. Why, then, do service people so often treat us as though we're supposed to serve them, rather than the opposite? How often do we feel neglected, frustrated, or just plain unhappy -- wondering what happened to basic civility and common courtesy? Why... more...
- Free Press 1991; Not Available
Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to Delivering Quality Service. Building on eight years of research, the authors develop a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways... more...
- Free Press 2010; Not Available
James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold... more...