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- McGraw-Hill Education 2009; US$ 20.00 US$ 16.40
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$ 34.00 US$ 27.88
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...
- Free Press 2010; US$ 16.95
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service... more...
- HarperCollins 2011; US$ 15.99
?Gary Vaynerchuk has seen the future of marketing. The Thank You Economy shows how it's built on both the time-honored techniques of listening to and appreciating customers and newer services like Twitter that allow you to engage directly with customers at unprecedented scale and speed. The book, like Gary, is also a lot of fun and full of passion.?... more...
- Woodslane Press 2011; US$ 16.99
Every time someone calls a business they have chosen that organisation as a possible supplier of something they want. Each incoming call is not just a possible customer, but a probable customer. They are a hot opportunity that has come knocking at the door, and are the most likely buyers any business will encounter. Converting them into sales can be... more...
- Wiley 2011; US$ 75.00 US$ 52.50
In this book, authors Dalton Cervo and Mark Allen show you how to implement Master Data Management (MDM) within your business model to create a more quality controlled approach. Focusing on techniques that can improve data quality management, lower data maintenance costs, reduce corporate and compliance risks, and drive increased efficiency in customer... more...
- Pearson Education 2011; US$ 19.99
The Hands-On, Up-to-the-Minute Guide to Generating Better-Qualified, Quicker-to-Close B2B Leads! Lead generation is ?Job One?: B2B marketers? single most important objective. Maximizing Lead Generation brings together everything you need to know to do it right. Fast-paced and 100% practical, it will help you achieve outstanding results... more...