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- Free Press 2009; US$ 16.00
Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants about an industry that seems to grow more inhuman and unhelpful with every phone call we make. And Americans make more than 43 billion customer service calls... more...
The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the WorldMcGraw-Hill Education 2008; US$ 36.00
Whether you run your own company or work for a large corporation, establishing customer loyalty is a prerequisite for business growth. In The Customer Rules , C. Britt Beemer, a leading consumer research and marketing consultant, and bestselling business author Robert Shook offer practical advice on how to build a robust company culture based on... more...
- Wiley 2009; US$ 70.00 US$ 61.50
Praise For Business Process Mapping: Improving Customer Satisfaction, Second Edition "A must-read for anyone performing business process mapping! This treasure shares step-by-stepapproaches and critical success factors, based on years of practical, customer-focused experience.A real winner!" — Timothy R. Holmes , CPA former General Auditor,... more...
- The Crown Publishing Group 2009; US$ 16.00
In this completely revised and updated edition of the customer service classic (more than 600,000 copies sold), Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking ?Ten Commandments of Customer Service? apply to today?s world. Drawing on his incredible success in transforming his Dallas... more...
- McGraw-Hill Education 2009; US$ 30.00
The book that completes Positioning . . . Thirty years ago, Jack Trout and Al Ries published their classic bestseller, Positioning: The Battle for Your Mind ?a book that revolutionized the world of marketing. But times have changed. Competition is fiercer. Consumers are savvier. Communications are faster. And once-successful companies are in... more...
- McGraw-Hill Education 2009; US$ 20.00
Positive Service Gets Positive Results? Every Time! Customer loyalty is becoming harder to establish and just as difficult to maintain. This is truer than ever in today?s hyperdigital world, where a single customer venting his or her dissatisfaction on a blog or social network can amass an army of anti- you activists?and send your business spiraling.... more...
- Palgrave Macmillan 2008; US$ 115.00
The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. Integrating theory and research, this book explores the factors that determine the performance of service providers, and points to important managerial implications. more...
- Free Press 1991; US$ 16.95
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...
- McGraw-Hill Education 2010; US$ 35.00
The Web has changed the game for your customers? and, therefore, for you. Now, CustomerCentric Selling, already recognized as one of the premier methodologies for managing the buyer-seller relationship, helps you level the playing field so you can reach clients when they are ready to buy and create a superior customer experience. Your business... more...
- McGraw-Hill Education 2010; US$ 34.00
Advance praise for Service Innovation: "To the CEOs of all service companies I deal with: READ THIS BOOK!" -- Dave Wascha, senior director, Bing Product Management, Microsoft Corporation "Lance Bettencourt deftly blends his academic and consulting experience to provide an example-rich, readable, practical, and innovative discussion of service... more...