Business : Customer Service

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. You earn it by how you decide to run your business—as Wegman’s and Harley-Davidson have for decades and as relatively new companies like Zipcar and Zappos are doing right now. After studying and working with dozens of beloved companies, Bliss has identified five key decisions that lead to customer devotion:. * Decide to believe. * Decide with clarity of purpose. * Decide to be real. * Decide to be there. * Decide to say “sorry”. Her examples and advice will help readers sustain growth and profit even in a tough economy. more...

Price: $22.95

A five-step strategy for turning a commodity into a necessity When products and services become interchangeable, price becomes the ultimate determinant for consumers. Indispensable shows businesses how to break out of that cycle by using The Five Drivers-a strategy that takes companies to the next level of performance. more...

Price: $24.95

Make Your Customers Stick Like Glue!. 8 Powerful Ways to Inspire Today’s Tough Customers to Stick in Tough Times.  . Jim Champy revolutionized business with Reengineering the Corporation . Now, in Inspire! , the second book in a series about what’s new and really works in business, he’s doing it again. In an era of commoditization and ever less loyal customers, this book shows how to keep customers coming back.  Drawing on dozens of original case studies from companies in a variety of industries, new and old, Champy reveals how to define a consistent value proposition your customers will be passionate about—and will stay passionate about. You’ll learn how to engage a new generation of customers who value transparency and authenticity above all...how to reinvigorate your company in the face of brutally tough and creative competition...how to go beyond mere marketing campaigns to lead crusades customers want to join.  . Once again, Jim Champy has given businesses actionable solutions to one of the most challenging problems they currently face: making customers stick.  . Reignite customer loyalty by….  . • Bringing authenticity to everything you do. • Creating new products that reflect the best of what you really are. • Delivering new value based on convenience, simplicity, and honesty. • Nurturing your mystique. • Choosing the right channel partners. • Doing well by doing good.   more...

Price: $18.99

Every company today recognizes the importance of good customer service and putting the customer first. Why, then, do service people so often treat us as though we're supposed to serve them, rather than the opposite? How often do we feel neglected, frustrated, or just plain unhappy -- wondering what happened to basic civility and common courtesy? Why do things seem to be getting worse rather than better? And how can businesses train employees to offer customers the courtesy and attention they are entitled to? more...

Price: $26.00

This book presents a new and practical segmentation approach to be used in global customer management in the form of a scale by which to measure the level of corporate globalization. more...

Price: $79.95