Customer services Books

Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an...

Organisations that look to unleash the power of their teams through the adoption of continuous improvement and Lean are faced with significant challenges to realising vast improvements.Thankfully, with the right insights and the courage to apply those...

Over the past several years, digital technologies have reestablished the ways in which corporations operate. On one hand, technology has allowed companies to build a stronger knowledge of its customer base, contributing to better consumer engagement...

In the challenging digital economy, bridging the gap between the external stakeholder and business entities through effective applications of technology carries more importance than ever before. By building a strong online presence and maintaining a...

Luxury is no longer a privilege of the high-net-worth individuals. It is now accessible to all. This has become possible because the essence of luxury has changed: from something based upon materialism and conspicuous and hedonic consumption to one that...

Engaging customers has become an effective strategy of marketers for improving customer-brand relationships as customer engagement is a perfect predictor of organic growth. Aggressive sales promotions, advertising campaigns, rewards, discounts, and more...

Managers are frustrated just reading about how great Amazon is, and how startups are innovating fantastic technology driven processes. Here is the book, written in a simple easy to read style which unravels the technical mystery of the fulfillment...

Your customers need help only you can provide. Learn how to become their superhero!

From the bestselling Knock Your Socks Off Service series, this valuable tool book includes a plethora of fast and effective activities that teach customer service professionals how to provide world-class service.

Businesses today face many obstacles, but one major hurdle is optimizing sales performance and achieving peak levels of execution. In recent years, there has been a significant decline in sales performance among businesses internationally. Many...

How to Attract and Serve the World's Wealthiest ClientsYou want to build a successful service business with high-end clientele. But you don't know what matters to the affluent and why. You're looking for a proven process to earn their business, build...

Each major economic shift from the Industrial age to the Digital age has given rise to new sets of management practices. Yet, we have not changed how companies are organized and teams are managed to reflect the needs of the Digital age. Reimagine...

Does your company have what it takes to W.O.W. your customers and keep them coming back? Delivering exceptional service starts with embracing your brand, getting the basics right and delivering delighters that will turn your customers into your best...

In a world where technology is an integral part of our customer-service and sales interactions, the human element that builds trust, loyalty, and real relationships is diminishing.Angel Medina, mortgage professional, has developed what has been coined...

Unlock unlimited growth potential for your business using your biggest advocates: your customers. Being a truly customer-centric organization goes beyond just having a customer success function. This book talks about some strategies that will help you...

The Routledge Handbook of Transformative Global Studies provides diverse and cutting-edge perspectives on this fast-changing field. For 30 years the world has been caught in a long 'global interregnum,' plunging from one crisis to the next and witnessing...

Make Your Contacts Count is a practical, step-by-step guide for creating, cultivating, and capitalizing on networking relationships and opportunities. Packed with valuable tools, the book reveals a field-tested 'Hello to Goodbye' system and offers all...

Introverts can not only still be salespeople; they can be incredible salespeople--without changing who they are!

There are two customers to every sale. Are you effectively reaching both?

What do a demanding colony of porcupines, an upscale restaurant run by hyenas, and a famous medieval knight have in common? They are all part of one of the most entertaining and instructive books on customer service ever written. What to Say to a...

Chasing the Dream gives a clear step-by-step process to build a business for someone wanting to enter the entrepreneurial world for the first time with no understanding of what is required/The strategies and ideas in the book are simple, practical, based...

The Dark Side of Emotional Labour explores the work that the rest of society would rather not think about, the often unseen work that is emotionally disturbing, exhausting, upsetting, and stigmatising. This is work that is simultaneously undesirable and...

This book presents a comprehensive overview of the key topics, best practices, future opportunities and challenges in the Digital Marketing discourse. With contributions from world-renowned experts, the book covers:Big Data, Artificial Intelligence and...

The international conference "Sustainable Collaboration in Business, Technology, Information and Innovation (SCBTII) 2019" has brought together academics, professionals, entrepreneurs, researchers, learners, and other related groups from around the world...

Key Account Management Excellence in Pharma & Medtech is designed to help life sciences practitioners develop and execute innovative and effective key account management (KAM) strategies and capabilities. Pharmaceutical and medtech companies are...

This newest Knock Your Socks Off book explains how to help frontline employees hone their skills, maintain the motivation to perform, and meet new situations head-on. The authors present a model for successfully coaching anyone, anywhere, and they show...

Learn how to bring balance to the selling process, reliability to revenues, and booming sales all year long.

This book includes a fascinating range of up-to-date articles on China from the Journal of Brand Management that marshal research and scholarship undertaken by Chinese, British, European and American scholars. The development and management of brands in...

Do you wonder why some companies provide good customer service while others fail? Are you an associate that delivers consistently amazing service, but others around you could care less? Or are you a leader that is passionate about your customers and want...

In the world of high-tech, how do you reach your plugged-in customers? Learn how to seamlessly incorporate and leverage the latest tech tools to engage customers--and which old-fashioned customer service skills still win the day.

In today's fast-paced digital world, the power of social media has transformed the way businesses market their products and services. One of the most influential trends that has emerged in recent years is influencer marketing. This subchapter explores...

Transform Sales Teams to Boost GrowthClosing deals requires deeply understanding buyer needs, values and preferences. But when sales processes stay internally focused, relevance and relationships suffer.In The Customer Centric Sales Process, you'll...

How did a former bank executive and a kid from a car wash cross paths to discover a shared passion for crafting memorable customer experiences? From Mindless to Mindful answers this question while weaving together their lessons learned over two vastly...

How can managers design and manage excellent customer experiences that will develop long-term relationships with their customers? This book addresses this key question and explores both the theory developed over the past 20 years and tools to create...

Penni McLean-Conner, in her book Profiles, shares the stories of eight all-star chief customer officers who have demonstrated success in creating a customer-focused culture, developing a team dedicated to customers and providing valued customer facing...

READY. SET. GROW!   Former football player and coach, Lou Holtz, once said: “In this world you’re either growing or you’re dying, so get in motion and grow.”   Most every company leader is in pursuit...

This book is a wide-ranging exploration of PR and communication in the construction industry, with a strong emphasis on communications theory, strategy and technique.The editors begin with an introduction to the UK construction industry and its supply...

Volume Two - Sales Success Secrets - more value-added tips to learn from the experts in selling from around the globe. "Sales is very much a mental game and keeping focused on your success will help motivate you to succeed." Bob 'Idea Man' Hooey These...

Big Data is now highly regarded and accepted as a useful tool to help organizations manage their data and information effectively and efficiently. This new volume, The Emerging Technology of Big Data: Its Impact as a Tool for ICT Development, looks at...

Do you have a business ? Do you want more customers to come to your business ? Do you know how to get that done ? Many businesses do not have a clue how to effectively push customers to make the move to contact them, let alone make that customers buy...

Customer experience engineering applied to the engineering department is rare, but needed. Most companies keep support, UX, engineering, product, and CX separate. To address this gap, this book highlights roles and techniques that are proven to...

This prestigious edited collection of articles from the Journal of Brand Management discusses the impact of research on our understanding of corporate brand characteristics and corporate brand management to date. A wide range of topics are covered,...