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- 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...
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
Jon Smith is Strategy Adviser and Head of Deenero at Aedgency.com and was part of the start-up teams for Amazon.co.uk, Kitbag.com, and The Florist Exchange. He is the author of Be #1 on Google. 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...
- 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... more...
- McGraw-Hill Education 2009; US$ 19.00
Section 1: You and Your Company ? Poise and Confidence in Customer Relations ? You are a Customer, Too! ? Attitudes that Help You Get Ahead Section 2: Customer Relations: 10 Commandments ? The Customer is Never an Interruption ? Greet Every Customer with a Friendly Smile ? Call Customers by Name ? Remember, You Are the Company ? Never... 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...
- 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$ 32.95
The sales classic?updated with new customer-focused methodologies! Thanks to the web, today?s customers are savvier and more results-oriented: they do their homework. Do it for them by communicating with them in the ways that work best for them, and you?ll find that doing so works best for you, too. When they know they?re being listened to, they?ll... more...
- McGraw-Hill Education 2010; US$ 32.00
Lance Bettencourt, PhD, brings a combination of academic rigor and practical insight to the innovation process. A former professor of marketing at Indiana University, he is an expert in product and service innovation, marketing strategy, and research design and analysis. As a thought leader on the topic of marketing strategy and innovation, Dr.... more...