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Most popular at the top

  • What's the Secretby John R. DiJulius

    Wiley 2011; US$ 29.95

    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

    When the going?s tough, companies that survive will be those that build the greatest loyalty?by 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 companies?from... more...

  • Taming the Search-and-Switch Customerby Jill Griffin

    Wiley 2009; US$ 24.95

    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...

  • Bread and Butterby Tom McMakin

    St. Martin's Press 2011; US$ 8.99

    Bread and Butter is a book with three parts: First, it's the story of the birth of an extraordinarily successful kind of business called a "freedom franchise": Great Harvest Bread Co., which began as one bakery 25 years ago, is now a $60-million-a-year company with 140 stores in 40 states. Second, it's the story of one employee's success--the author,... more...

  • Understanding Proactive Customer Orientationby Dennis Herhausen

    Springer Fachmedien 2011; US$ 69.95

    Dennis Herhausen examines how managers can successfully probe latent needs and uncover future needs of customers, labeled as proactive customer orientation. Overall, a systematic change process is developed to guide managers that aim to increase their company's proactive customer orientation. more...

  • How to Say it: Creating Complete Customer Satisfactionby Jack Griffin

    Penguin Group US 2013; US$ 14.99

    A guide to effectively communicating with customers to create lasting?and repeat?business relationships.  This book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples.  Unlike the vast majority of books that deal with customer... more...

  • Lean Solutionsby James P. Womack; Daniel T. Jones

    Free Press 2009; Not Available

    Womack and Jones deconstruct the broken producer-consumer model and show businesses how to repair it, by providing the full value consumers desire from products without wasting time or effort. Why is it that, when our computers or our cell phones fail to satisfy our needs, virtually every interaction with help lines, support centers, or any organization... more...

  • The Invisible Saleby Tom Martin

    Pearson Education 2013; US$ 19.99

    Build a High-Impact, Low-Hassle Digital Sales Prospecting System That Works! Hate cold calling? Stop doing it! Build a supercharged, highly automated digital sales prospecting system that attracts more qualified leads, shortens sales cycles, and increases conversion rates?painlessly! In The Invisible Sale , Tom Martin reveals techniques he?s... more...

  • What Clients Loveby Harry Beckwith

    Grand Central Publishing 2003; US$ 26.30

    Harry Beckwith is the author of Selling the Invisible and The Invisible Touch, both marketing classics. Now he applies his unparalleled clarity, insight, humor, and expertise to a new age of mass communication and mass confusion. What Clients Love will help you stand out from the crowd-and sell anything to anyone. From making a pitch to building a... more...

  • What Clients Loveby Harry Beckwith

    Grand Central Publishing 2003; Not Available

    Harry Beckwith is the author of Selling the Invisible and The Invisible Touch, both marketing classics. Now he applies his unparalleled clarity, insight, humor, and expertise to a new age of mass communication and mass confusion. What Clients Love will help you stand out from the crowd-and sell anything to anyone. From making a pitch to building a... more...