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Most popular at the top
- Wiley 2008; US$ 29.95
Fred Reichheld's 2006 book The Ultimate Question, that question being, "How likely is it that you would recommend this company to a friend or colleague?"-challenged the conventional wisdom of customer satisfaction programs. It coined the terms 'bad profits' and 'good profits' and pointed to a faster, much more accurate way of gauging customers' real... more...
- Berrett-Koehler Publishers 2005; US$ 19.95
The premier book in the new Ken Blanchard Series Describes a simple approach and system for getting a steady flow of new business through referrals from existing customers-no more cold calls! Nobody likes cold calls. And nobody really needs to make them. The Referral of a Lifetime teaches a step-by-step system that will allow anyone to generate a steady... more...
- 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...
- Penguin Publishing Group 2009; US$ 25.95
The Wall Street Journal and BusinessWeek bestseller-fully revised and updated The old cliché is that smart companies underpromise and overdeliver. But in today's crowded market, underpromising is a ticket to oblivion. Companies like American Girl, Best Buy, and Apple came out of nowhere to dominate their markets. How did they scoop their bigger... more...
- The Crown Publishing Group 2009; US$ 14.99
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...
- Penguin Publishing Group 2009; US$ 15.00
Hundreds of businesses have customers who admire them, but only an elite few have true advocates? passionate, loyal, vocal fans?who rave about them to anyone who will listen. Jeanne Bliss, who served as a senior customer executive at five major companies, says there?s no shortcut to becoming beloved?you can?t hire a fancy marketing firm to get there.... 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...
- Ashgate Publishing Ltd 2012; US$ 134.95
Managing Marketing Relationships explains what relationship marketing entails, how it is implemented, how it evolves, and how it is controlled. Readers are introduced to the buyer-seller market exchange model that recognizes the importance of relationship marketing but argues that it should co-exist with traditional marketing. To avoid the one-size-fits-all... more...
Grow Your Business with Google AdWords: 7 Quick and Easy Secrets for Reaching More Customers with the World's #1 Search EngineMcGraw-Hill Education 2009; US$ 16.95
Become a market leader in under 6 months?powered by Google AdWords?! If your concerns are brand awareness and exposure, you and Google AdWords? are a match made in heaven. Not only is this innovative advertising system extraordinarily effective, it?s suited for any budget and you can launch a campaign in minutes! There?s one catch: Google... more...