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The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the WorldMcGraw-Hill Education 2008; US$ 34.00
C. Britt Beemer is founder and CEO of America's Research Group (ARG), a national consumer research firm that has interviewed more than eight-million consumers. He is the author of It Takes a Prophet to Make a Profit and Predatory Marketing . Robert L. Shook is a bestselling author of many business books, including Longaberger , a number-one... 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...
- McGraw-Hill Education 2009; US$ 30.00
The marketplace is changing. Are you ? So you?ve mastered the art of marketing. You?ve positioned your company, branded your product, and targeted your consumer. Unfortunately, in today?s economy, that?s not enough. You need REPOSITIONING. A brilliant new approach to consumer psychology and corporate identity, this groundbreaking? and game-changing?guide... 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...
- 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...
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...
- Free Press 1991; US$ 16.95
Contents Acknowledgments Authors' Note PART ONE An Integrative Framework for Marketing Services 1. Services and Quality PART TWO Quality: The Foundation for Services Marketing 2. Doing the Service Right the First Time 3. Doing the Service Very Right the Second Time 4. Managing and Exceeding Customers' Expectations PART THREE Building... 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...