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  • Rethinking Reputationby Fraser P. Seitel; John Doorley

    St. Martin's Press 2012; US$ 11.90

    Good public relations is no longer just icing-it's a strategic imperative more important to your competitive success than even advertising or marketing. This is true whether you're a century-old multibillion-dollar corporation or a penniless startup. In Rethinking Reputation , public relations guru Fraser Seitel and John Doorley, founder of the Academy... more...

  • The Outside-In Corporationby Barbara Bund

    McGraw-Hill Education 2005; US$ 27.95

    Includes insights from Philip Kotler, Jack Welch, Michael Dell, Peter Drucker, Kenichi Ohmae, and other customer-based business innovators “Delighting the customer” is a sure route to success and profitability , as proven by customer-driven industry leaders from Microsoft to General Electric to Wal-Mart Barbara Bund has had a successful career... more...

  • The Customer Rulesby Lee Cockerell

    The Crown Publishing Group 2013; US$ 19.99

    The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence.  Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has... more...

  • Managing Knock Your Socks Off Serviceby Chip R. BELL; Ron ZEMKE

    AMACOM 2007; US$ 17.95

    The best-selling customer service management book is back and better than ever...with new tips, strategies, and examples! more...

  • How To Be a Great Call Center Representativeby Robert W. LUCAS

    AMACOM 2001; US$ 39.95

    Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and... more...

  • Delivering Knock Your Socks Off Serviceby Ron ZEMKE; Bobette Hayes WILLIAMSON

    AMACOM 2001; US$ 39.95

    Create a service advantage with the help of customer service guru Ron Zemke. In practical, easy-to-follow steps, learn trusted techniques and positive approaches that will inspire you to believe in the value of customer care and give you the skills and style to deliver it. This book takes these winning concepts to a new level with interactive features... more...

  • Listening With Empathyby John Selby

    Hampton Roads Publishing 2007; US$ 19.95

    With customer loyalty weighing in as the most valued commodity in the workplace today, we'd all like to know how to create lasting emotional connections to keep clients personally satisfied and eager to do business with us. In this followup to Take Charge of Your Mind John Selby presents his 4step Listening With Empathy moodmanagement method for... more...

  • Highly Recommended: Harnessing the Power of Word of Mouth and Social Media to Build Your Brand and Your Businessby Paul M. Rand

    McGraw-Hill Education 2013; US$ 25.00

    Reach more customers and grow your business with today’s most powerful marketing tool: Word-of-Mouth Highly Recommended shows the impact of customer recommendations on businesses--transforming how people buy, how you reach customers, how you improve products, and ultimately how you can grow your company by leveraging the power of recommendations.... more...

  • The Little Book of Big Customer Satisfaction Measurementby Ajit Rao; Subhash Chandra

    SAGE Publications 2013; US$ 27.00

    This book explains the principles of customer satisfaction in a brief yet powerful manner. It will help readers build relevant and actionable customer satisfaction programmes for their organization. more...

  • Organisational Schizophreniaby Gopal K Gureja

    SAGE Publications 2013; US$ 27.00

    Supported by substantial empirical research and the voices of the customer contact employees, this book explores the reasons for the gap between what many companies promise as a matter of policy and what, in customers' perception, is actually delivered at the operating level. more...