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Author: Matthew Dixon Publisher: Penguin ISBN: 0698137582 Category : Business & Economics Languages : en Pages : 258
Book Description
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Author: Matthew Dixon Publisher: Penguin ISBN: 0698137582 Category : Business & Economics Languages : en Pages : 258
Book Description
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Author: Richard P. Tritter Publisher: John Wiley & Sons ISBN: Category : Business & Economics Languages : en Pages : 278
Book Description
Control self-assessment (CSA) is the single most powerful tool available to corporations to become self-assessing, self-regulating, and self-improving. This book explains how to create CSA groups, aiming to provide an effective method for analyzing business risks and controls.
Author: Stuart McKechnie Publisher: Archway Publishing ISBN: 145251674X Category : Business & Economics Languages : en Pages : 423
Book Description
This book is about 'Total Customer Service' .It applies to all types of organisations large and small, private or public .It considers the ongoing changing context and circumstances such as technology, social media and remote buying which influence the relationship between the selling organisation and the buying customer .It introduces 'The Customer Service Hallmark', a unique Customer Service Quality Standard and guiding implementation and benchmarking framework. It takes Customer Service beyond 'Have a Nice Day 'and the obvious 'Surface' approaches to Customer Service. It positions Customer Service as having its roots in the cultural heart of the organisation. The book adopts a holistic view of organisations incorporating Organisation Development approaches to managing improvement interventions .It positions 'Total Customer Service' within and across all organisation functions and boundaries and includes a proactive stance to managing external environmental influences .The book provides reflective reading plus new and refreshed ideas, tools and models. The interesting presentation of the book takes the reader through the development of a practical methodology which guides, improves, sustains and maximises the provision of 'Total Customer Service' and organisation improvement. Anyone who has an interest in 'Total Customer Service' and organisation performance improvement will find this book valuable and enjoyable. 'Vision to Action', 'Sub System Synergy', 'Hilltops', 'ERUDITE Leadership, ' 'Futuristic Thinking', 'Competitive Integrity ' and 'Triple E' touch point management all contribute to Customer Service' and are some of the innovative concepts included in this book. The book brings together organisational capacity and capability and reflects a synergistic approach which promotes cross functional cooperation and harmony .The 'Four Dimensions' of the Customer Service Hallmark provide an integrated framework which positions 'Total Customer Service' as a coordinated strategic response to achieving organisation improvement and strategic intent.
Author: Akin Arikan Publisher: John Wiley & Sons ISBN: 1118059530 Category : Computers Languages : en Pages : 291
Book Description
No longer can the offline remain separate from the online. Integrated, customer-centric, cross-channel marketing campaigns persuade customers to act, provide greater ROI, and ultimately improve your organization's bottom line. This must-have guide synthesizes the successful methods and metrics that online, direct, and brand marketers have employed for years so that you can develop, implement, and measure successful cross-channel campaigns. Multichannel marketing expert Akin Arikan takes you from customer acquisition to customer relationship management with strategic advice, effective case studies, and proven metrics.
Author: Tina Lewis Rowe Publisher: Charles C Thomas Publisher ISBN: 0398093954 Category : Political Science Languages : en Pages : 279
Book Description
This third edition has the honesty, humor and interesting perspectives that made previous editions so enjoyable to read and easy to understand. In addition, every chapter has been refreshed and renewed with tips, techniques and insights that will help candidates use assessment center exercises to demonstrate their readiness for the rank and role they seek. Chapter Three, What Is Your Assessment Center Challenge? and Chapter Six, Three Characteristics of a High Caliber Candidate, are completely new. They reflect decades of observation and analysis and will provide insights and guidance not found in any other training or text. The entire book is focused on improving the law enforcement profession by helping promotional candidates prepare to be effective in their preparation and testing, then effective on the job as they develop as coaches and leaders. This book is a must-have for assessment center preparation for any rank or role.
Author: Julia Balzer Riley Publisher: Elsevier Health Sciences ISBN: 0323290302 Category : Medical Languages : en Pages : 367
Book Description
Go beyond theory and start to master the essential communication skills and techniques you’ll need throughout all areas of nursing practice. Communication in Nursing, 7th Edition uses a personal and empathetic approach, along with unique artistic features, to help you develop a deeper understanding of the importance of communication. Comprehensive, step-by-step guidelines teach you how to establish patient relationships, and new QSEN-specific exercises help you learn to connect more effectively with patients, co-workers, and managers for better clinical outcomes. Real-life clinical scenarios, chapter exercises, and a new writing tutorial also offer endless opportunities to hone your skills. Moments of Connection boxes highlight the outcomes and benefits of successful communication. Wit & Wisdom boxes provide a humorous, personal approach to communication theory and application. Reflections On... boxes give you a specific task to help you integrate chapter material into the broader scope of nursing practice. Exercises throughout the book help you master chapter techniques and strengthen your communication skills. QSEN-specific exercises developed by a leading expert highlight how safety and improved care can result from better communication. UNIQUE! Online writing tutorial on Evolve helps you review and improve your technical writing skills. Case studies on Evolve give you practice using proper communication skills in a variety of real-life case scenarios. The latest information on compassion fatigue, language use, client preconceived ideas about health care, transcultural issues, technology, and the demands of electronic medical record systems provide you with the most up-to-date and relevant information needed to excel in today’s nursing field.
Author: Robert Johr Publisher: McGraw Hill Professional ISBN: 0071834362 Category : Medical Languages : en Pages : 561
Book Description
Learn dermoscopy with this full-color, case-based self-assessment guide With 436 clinical and dermoscopic images and 218 progressively more difficult cases commonly encountered in general dermatologic practice, Dermoscopy: An Illustrated Self-Assessment Guide offers a unique checklist methodology for learning how to use dermosocpy to diagnose benign and malignant pigmented and non-pigmented skin lesions. Each high-quality, full-color clinical and dermoscopic image is presented with short history. Every case is followed by multiple-choice questions and three check boxes to test your knowledge of risk, diagnosis, and disposition. Turn the page, and the answers to the questions are provided in an easy-to-remember manner which includes the dermoscopic images being sown again. Circles, stars, boxes, and arrows appear in the image pointing out the important criteria of each case. FEATURES: Cases involving the scalp, face, nose, ears, trunk and extremities, palms, soles, nails, and genitalia – many new to this edition The concepts of clinic-dermoscopic correlation, dermoscopic-pathologic correlation, and dermoscopic differential diagnosis are employed throughout Each case includes a discussion of all of its salient features in a quick-read outline style and ends with a series of dermoscopic and/or clinical pearls based on the authors’ years of experience Key dermoscopic principles are re-emphasized throughout the book to enhance your understanding and assimilation of the teaching points Two new chapters on trichoscopy and dermoscopy in general medicine Updated material on pediatric melanoma, desmoplastic melanoma, Merkel cell carcinoma, invasive squamous cell carcinoma, and nevi and melanoma associated with decorative tattoos
Author: Matthew Dixon
Author: Douglas A. Gray
Author: Matthew Dixon
Author: Richard P. Tritter
Author: 
Author: Stuart McKechnie
Author: Akin Arikan
Author: Tina Lewis Rowe
Author: Julia Balzer Riley
Author: Robert Johr
Author: Edward L. Prater