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Author: Sriram Dasu Publisher: McGraw Hill Professional ISBN: 0071809996 Category : Business & Economics Languages : en Pages : 241
Book Description
Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express
Author: Sriram Dasu Publisher: McGraw Hill Professional ISBN: 0071809996 Category : Business & Economics Languages : en Pages : 241
Book Description
Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express
Author: Sriram Dasu Publisher: McGraw Hill Professional ISBN: 0071809937 Category : Business & Economics Languages : en Pages : 242
Book Description
Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express
Author: Bill Price Publisher: John Wiley & Sons ISBN: 1118039394 Category : Business & Economics Languages : en Pages : 341
Book Description
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences
Author: Flavio Martins Publisher: AMACOM ISBN: 0814436250 Category : Business & Economics Languages : en Pages : 251
Book Description
Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the unique, outstanding customer service experience that you continually provide for your customers. In Win the Customer, companies can learn practical, powerful techniques for energizing the way they interact with the people who drive their business, distinguishing themselves from the competition by providing their customers with something truly special. Author and vice president of operations Flavio Martin, named by the Huffington Post as a “most influential social customer service pro,” fills his invaluable guide with examples and inspiration in order to show readers how to:• Align the business around a customer service mission• Make every employee a customer service agent• Create an environment in which exceptional service experiences can happen• Humanize customer service, virtually and in person• Empower employees to find innovative solutions• All the random acts of WOW--they’re often the most memorable• And much moreProducts and prices can only get you in the door with new customers. But exceptional customer service will keep them lifelong fans. Win the Customer is your guidebook for building your fan base!
Author: Roy Barnes Publisher: John Wiley & Sons ISBN: 1118756045 Category : Business & Economics Languages : en Pages : 373
Book Description
Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. Customer Experience For Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises. The book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. You'll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more. Gives you the tools you need to target customers more precisely Helps you implement new social and mobile strategies Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels Explains how a fully-engaged customer can help you outperform the competition Learn how to respond effectively to customer feedback Your brand's reputation and success is your lifeblood, and Customer Experience For Dummies shows you how to stay relevant, add value, and win and retain customers.
Author: Nikolaos Zormpas Publisher: Nikolaos Zormpas ISBN: 6188587808 Category : Business & Economics Languages : en Pages : 209
Book Description
Are you ready for AMAZING Customer Service & Experience? What about EXCEPTIONAL Service Delivery? Do you want to see your customers returning back Again & Again? If so, then this is the book for you!!! No one likes complaints, especially from customers. What if we look at these complaints differently though, by seeing them as opportunities instead of problems? When customers raise an issue with your business, they're giving you a chance to make it up to them instead of just taking their business elsewhere. It's also a chance to learn what areas in your business may be problematic and need fixing. You should still aim to avoid escalations; nevertheless, your attitude toward them should make all the difference. In Customer Escalations Management: The Golden Recipe, you will discover: ◆ The 8 phrases and words you should never use when dealing with complaints to avoid further aggravating your customers. ◆ How to handle customer complaints seamlessly to ensure no cases get dropped. ◆ Why customer escalations can actually be a boon to your company. ◆ How a company's leaders can significantly improve customer relations, even without being involved in day-to-day customer interaction. And much, much more! No matter how big or small your company is, having a customer escalations management system in place is essential. Following Nikolaos Zormpas' Golden Recipe will prepare your organization to manage customer complaints and escalations for all types of situations, while ensuring customer satisfaction and retention. If you want to reduce stress, frustration, and dissatisfaction for your customers (and your employees), then grab your copy now! Editorial Reviews Review "Your response, when things don't go right for customers, is essential to rebuilding trust and gaining loyalty. From the power of acknowledgement, an apology to the processes needed for great customer escalation management - this book by Nikolaos Zormpas is a must-read, must gift, must implement. Hands down Nikolaos' book will help you rebuild trust and grow customer loyalty." By Jason S Bradshaw, Global Customer Experience Guru, Best Selling Author and Executive -------------------------------------------------------------------------------------- "There are many audiences that can benefit from the systems and wisdom captured in "Customer Escalations Management." Nikolaos does a wonderful job demystifying where negative customer perceptions are likely to come from, and how to address these situations strategically. Implementing the principles in this book are sure to enhance both the Customer and the Employee experience inside of your organization." By Nate Brown, Founder of CX Accelerator -------------------------------------------------------------------------------------- "Nikolaos' book is a must have tool for any company wanting to thrive in customer satisfaction and retention. Make sure to add the ingredients of his golden recipe to your arsenal." By Chip Conley - Founder, Modern Elder Academy -------------------------------------------------------------------------------------- "This book teaches everyone on your team how to be a zero risk to do business with. Every company drops the ball from time to time, the great companies anticipate it, fix it and end up making those customers more loyal as a result." By John R. DiJulius III author of The Relationship Economy -------------------------------------------------------------------------------------- "Nikolaos delivers clear advice and recommended steps to take to ensure customer service responds correctly with his Golden Recipe. I recommend this book to every company wanting to improve its customer satisfaction." By Mike Feldman, Xerox's EVP and President of Americas Operations and Global Document Services -------------------------------------------------------------------------------------- "Nikolaos' Golden Recipe is not just a book...it's a powerful set of actionable tools and advice that any leader aiming for customer excellence can apply." By Jill Griffin, Best Selling Author: Customer Loyalty: How To Earn It, How To Keep It -------------------------------------------------------------------------------------- "This book is a must-read for everyone who wants to thrive at customer service, success and retention. It brings together the required tools and information under a Golden Recipe for success." By Shep Hyken, New York Times bestselling author of The Amazement Revolution -------------------------------------------------------------------------------------- "Nikolaos in his book explains, from the ground to the top, why customers are right even when they're not. He also justifies why clear vision, distributed strategy and on the job training are the secret ingredients of success. A must read and re-read." By Dr. Theodore N. Krintas, Koubaras Ltd Founder & CEO -------------------------------------------------------------------------------------- "I really enjoyed this book. The message is simple, clear and straight to the point. Complaint management is covered from start to finish, with practical no-nonsense advice. The author gives you all the tools to defuse customers frustration and even improve their trust and loyalty toward your brand. A must read for anyone in customer service." By Daniel Lafrenière, Omnichannel Customer Experience Strategist -------------------------------------------------------------------------------------- "Golden recipe is simple to follow, yet incredibly powerful. Nikolaos does an amazing job at showcasing what many would consider to be a bad thing (customer escalating) to be valuable learning moments. Read the book end to end or use chapters as golden nuggets, I would recommend it to anyone who has to deal with customers." By Philippe Mathijs, Founder of Reach Outstanding, Award Winning Global Executive Coach for Leaders and Managers -------------------------------------------------------------------------------------- "All leaders and managers need to read Customer Escalations Management. This well-written, easily accessible book provides powerful and practical tools to develop systems and organizational competencies that will turn service breakdowns into customer experience breakthroughs. When you leverage the power of Customer Escalations Management, your team members and customers will thank you!" By Joseph Michelli, Ph.D. - New York Times #1 Bestselling author of books like Stronger Through Adversity, The Airbnb Way, and The Starbucks Experience -------------------------------------------------------------------------------------- "Customer Escalations Management is a deeply human approach to a less and less humanized world. Nicely written, pleasantly read, it will give you a fresh insight in people dynamics that seal customer interaction." By Artemios Miropoulos, CEO Linkage Greece & Cyprus, Inspirational Speaker, Author: The Nameless King-25 Stories of Leadership from Ancient Greece -------------------------------------------------------------------------------------- "Nikolaos does a really great job of summarising why customers complain, why issues are too often escalated, when that needn't be the case and what businesses can do to deliver more effective levels of customer service and better outcomes for customers." By Martin Newman, The Consumer Champion -------------------------------------------------------------------------------------- "Customer Escalations Management, the Golden Recipe is a book packed with useful tips, dos and don'ts, examples, and warnings. You'll find yourself taking lots of notes and maybe even cringing at some of the books insightful comments about dealing with upset customers, being empathetic, and building the right support processes. All in all, a book that everyone responsible for and supporting customer experience should read and heed!" By Bill Price, President of Driva Solutions -------------------------------------------------------------------------------------- "The essential guide to successfully and profitably resolving escalations in customer support, generously created by customer experience expert Nikolaos Zormpas." By Micah Solomon, Customer service consultant and author of "Ignore Your Customers (and they'll go away)" -------------------------------------------------------------------------------------- "As a Best-selling Customer Experience author, and CX Consultant I will widely recommend Customer Escalations Management to my clients. Author Nikolaos Zormpas takes a smart and practical approach towards turning upset customers into customers for life, that makes this straightforward book a must read for all customer experience and customer service leaders." By Nicholas J Webb, CEO goleaderlogic.com, Author of What Customers Crave, and What Customers Hate
Author: John Goodman Publisher: AMACOM ISBN: 0814439063 Category : Business & Economics Languages : en Pages : 289
Book Description
Any organization can win more customers and increase sales if they learn to be more strategic with their customer service. When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up, but never come back? Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty. Strategic Customer Service is a data-packed roadmap that shows you how. This invaluable resource distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to: Gather and analyze customer feedback Empower employees to fix problems Track your impact on revenue Generate sensational word of mouth Tap opportunities to cross-sell and up-sell Strategic Customer Service draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach you how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line. Why settle for passive service? Make a business case for ramping up operations—and get the tools for making it pay off. Transform customer service into a strategic function, and reap benefits far exceeding investments.
Author: Jochen Wirtz Publisher: World Scientific Publishing Company ISBN: 194465903X Category : Business & Economics Languages : en Pages : 801
Book Description
Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.
Author: Davis, Mark M. Publisher: Edward Elgar Publishing ISBN: 1800375654 Category : Business & Economics Languages : en Pages : 371
Book Description
This comprehensive Research Handbook reflects the latest research breakthroughs and practices in services management. Addressing services management from a broader strategic perspective, it delves into the key issues of analytics and service robots, and their potential impact. Edited by the late Mark M. Davis, it represents an early foray into the new frontier of services management and provides insights into the future of the field.
Author: Jochen Wirtz Publisher: World Scientific ISBN: 1944659072 Category : Business & Economics Languages : en Pages : 704
Book Description
Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.
Author: Sriram Dasu
Author: Sriram Dasu
Author: Sriram Dasu
Author: Bill Price
Author: Flavio Martins
Author: Roy Barnes
Author: Nikolaos Zormpas
Author: John Goodman
Author: Jochen Wirtz
Author: Davis, Mark M.
Author: Jochen Wirtz