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Customer Service

  • Shoppernomicsby Roddy Mullin; Colin Harper

    Ashgate Publishing Ltd 2014; US$ 119.95

    What happens from the moment the thought of a purchase occurs, to ownership, is a journey that is impacted by media, advice, packaging and now even experiencing the product or service. Many of the impact messages are way off the target - brand managers, agencies, retailers would give their eye teeth to know when to supply what message, in what order,... more...

  • UnSellingby Scott Stratten; Alison Kramer

    Wiley 2014; US$ 25.00

    UnSelling is about everything but the sell. We put all of our focus on the individual purchase transaction, while putting the rest of our business actions second. We've become blind to customer service, support, branding, experiences and even product quality. Sixty percent of a purchasing decision is made before a customer even contacts you. We... more...

  • Professionelles Personalmarketingby Bernd Konschak

    Haufe Lexware Verlag 2014; US$ 38.04

    Bernd Konschak zeigt, wie auch kleine und mittlere Unternehmen für ein individuelles und effektives Personalmarketing systematisch Ideen entwickeln können. Er stellt die verschiedenen Instrumente des Personalmarketings vor und beschreibt, wie Sie Offline- und Online-Aktivitäten wirkungsvoll verzahnen.Inhalte:Analysieren Sie die Ausgangslage: Personalplanung,... more...

  • 7L: The Seven Levels of Communicationby Michael J. Maher

    BenBella Books, Inc. 2014; US$ 24.95

    Can you imagine receiving a referral each and every day? Neither could real estate agent Rick Masters. (7L) The Seven Levels of Communication tells the entertaining and educational story of Rick Masters, who is suffering from a down economy when he meets a mortgage professional who has built a successful business without advertising or personal... more...

  • Customer Experience 3.0by John A. Goodman

    AMACOM 2014; US$ 19.95

    With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that...customers expect more. Unfortunately, many companies fail to take advantage of and properly manage the tools that now exist, delivering a series... more...

  • The New Rules of Sales and Serviceby David Meerman Scott

    Wiley 2014; US$ 28.00

    Sales and service are being radically redefined like never before. With buyers now in possession of unlimited information, online content is quickly becoming the dominant driver for commerce. Today anyone working in sales or customer service needs to possess entirely new skills. Unfortunately most organizations are still using traditional selling... more...

  • The Everything Guide to Customer Engagementby Linda Pophal

    F+W Media 2014; US$ 21.99

    Expert advice and strategies for winning--and keeping--customers! Apple, L.L. Bean, Zappos.com, Nordstrom, Lego, Southwest Airlines. All of these extraordinarily successful businesses have one thing in common: They have famously loyal customers. These companies understand that customer engagement is just as important as quality products and services... more...

  • Unmasking Financial Psychopathsby Deborah W. Gregory

    Palgrave Macmillan 2014; US$ 50.00

    Unmasking Financial Psychopaths explores three unrelated - yet crucial - factors that have contributed to the rise of 'financial psychopaths' in society and what this means for financial consumers. more...

  • 7 Tenets of Taxi Terry: How Every Employee Can Create and Deliver the Ultimate Customer Experienceby Scott McKain

    McGraw-Hill Education 2014; US$ 22.00

    Inspired by the Ideas and Insight of Taxi Terry?The Best Guide to Customer Service You Will Ever Read No matter who you are, what you do, where you work, or how much money you make, you can learn a lot from a cab driver--especially when it is Taxi Terry, a successful self-starting entrepreneur who combines passion with effort and skill to create... more...

  • Business Relationship Managerby Ernest Brewster

    BCS Learning & Development Limited 2014; US$ 31.99

    Business relationship management (BRM) is crucial for building and maintaining strong relationships between a service provider and customer. This highly accessible introduction to the role of a BRM manager gives practical guidance to those new to the role or interested in getting a better understanding of what it entails. more...