Customer services Books

Customer Obsession is the secret sauce that has fueled the success of some of the world's most beloved and successful brands, including Amazon.com, Apple, Costco, Trader Joe's, and Zappos. The phrase was popularized by Amazon.com to describe the extreme...

Can't-Lose Accounts brings the Value LifecycleTM full circle with simple tools to help you leverage delivered value and drive repeat business with existing happy customers.Cross-selling and upselling opportunities are the holy grail of selling. Satisfied...

In today's competitive business environment, most companies realize that the better they can manage their customer relationships, the more successful they will become. Customer Relationship Management (CRM) software systems are key tools for companies to...

If you don't offer great customer experience, your main competitors will take away 50% of your business. Period.Gone are the days in which businesses could simply offer an "OK" experience and get away with it. In today's hypercompetitive environment,...

Marketing is firmly entrenched in many societies and seems to be in accord with economic and social developments. It is relevant to literally millions of businesses and 7.1 billion potential customers. It has become a global phenomenon. It affects all...

There has been no published academic research reported in the litera­ture on member perceptions of service in private clubs. The private club may be considered to be unique because the members are also the owners of the club in which the events occur...

Screaming orgasms are one of the greatest highs we can experience in our personal lives-so why should we demand anything less in our professional lives?After more than a decade as a high-achieving media CEO, Tracy Call noticed a pattern: women's success...

When it comes to customer service, only extraordinary will do. Discover the three elements common to all exceptional service experiences.

A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and the company at large -- all of which adds up to substantial bottom-line...

The Republics of Central and South America: Their Resources, Industries, Sociology and Future is a book written by C. Reginald Enock and published in 1913. The book provides a comprehensive overview of the countries in Central and South America,...

Telecommunication service providers have traditionally competed with technology. While technological advancement will continue to stay highly relevant for the industry, the competitive front line has shifted towards customer value and...

Este livro nasceu para desmistificar a máxima "somos de humanas", instaurada na mente de profissionais de comunicação e marketing. A utilização de tecnologias e análise de dados se tornou premissa básica para qualquer atividade no marketing - seja ela...

Like most businesses today, municipal utilities are confronting transformationalchange. Once a protected monopoly, they face an increasinglycompetitive environment. Their production is being outsourced. Their abilityto sustain prices is being challenged...

In the last years, organisations have invested considerable resources intoprograms that enhance the satisfaction of their personnel. The implicitproposition underlying these activities is that content employees lead tocontent clients. Employee...

We have a trust problem.Due to the rapid proliferation of data and technology across society, a disconnect has formed between employees and customers; the organizations they service and those that service them. This is causing an erosion of trust...

Experience Marketing examines a new and exciting concept that is of interest to academics and marketing practitioners who have come to realize that understanding how consumers experience brands, and how to provide appealing brand experiences for them, is...

Companies spend big money and significant resources to acquire new customers while they tend to give little thought about how to hold onto clients who are heading for the exits. That's a mistake. Businesses need to change their thinking on this front and...

Players on the golf course must battle the course and conditions in order to succeed. While a caddy might lend a hand carrying the load, individuals must rely on their own strengths to accomplish goals.Business is also a singular endeavor, and owners and...

Don't let your customer interactions go astray. Develop the customer service skills necessary for the success of your company.

La obra en cuestión explora de manera detallada la importancia del servicio al cliente en cualquier negocio, especialmente en el contexto actual, en el que los clientes tienen acceso a más información y opciones que nunca antes.El autor destaca la...

In 'Complaints to Cheers, Feedback to Gold: Mastering Complaints Management,' you'll embark on a journey to unlock the potential of complaints. This comprehensive guide explores the critical role of effective complaints management and the profound...

Understanding Mindful LeadershipIn today's fast-paced and ever-changing business landscape, leaders are constantly seekingways to inspire their teams and drive exceptional results. One approach that has gainedsignificant attention is Mindful Leadership...

Are you sick and tired of bad customer service? We all are! Do you feel customer service is becoming a dying art? We all do!! Do you wish there was only some way to fix it? Well, there is and "The Ten Commandments of Customer Service" is the solution!...

What is your customers' first impression of your business? What are you known for, other than the products you sell? What are you doing to be memorable in your customers' eyes? The Art of Celebrity Service will help you achieve a standard of excellence...

In today's business world, competition is fierce and appears from every corner of the globe. But the key factor in success for any business entity is its people. Business is the People & People are the Business emphasizes the critical relationship...

Explains how all institutions have to turn their relationship with stakeholders into a 'social' one, which involves designing new Trust and Engagement strategies. A specific indication on how to build and measure value out of these strategies is offered...

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...

This book puts the commoditization phenomenon under the microscope, laying out an economic analysis, followed by solutions and strategic recommendations. Using concrete examples this book will help to change businesses approach by acting not only on the...

This book contains a simple but powerful definition of services based upon a separation between back-stage and front-stage activities. Services deal with front interactions, production and manufacturing with back-stage operations. The book uses this...