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Author: Jonathan D. Barsky Publisher: McGraw-Hill ISBN: Category : Business & Economics Languages : en Pages : 260
Book Description
Managers in every industry are looking for more and better ways to link custmoer satisfaction with profitability. In this book, Barsky presents the newest customer-service techniques from around the world, in an eight-step, "how-to" program. Includes a game format that challenges and motivates readers to take the initiative and maintain increased customer satisfaction, guidelines for achieving total quality and implementing reengineering and benchmarking activities, and more.
Author: Jonathan D. Barsky Publisher: McGraw-Hill ISBN: Category : Business & Economics Languages : en Pages : 260
Book Description
Managers in every industry are looking for more and better ways to link custmoer satisfaction with profitability. In this book, Barsky presents the newest customer-service techniques from around the world, in an eight-step, "how-to" program. Includes a game format that challenges and motivates readers to take the initiative and maintain increased customer satisfaction, guidelines for achieving total quality and implementing reengineering and benchmarking activities, and more.
Author: John R. DiJulius Publisher: John Wiley & Sons ISBN: 0470196122 Category : Business & Economics Languages : en Pages : 339
Book Description
What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.
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: Pattie Odgers Publisher: South Western Educational Publishing ISBN: 9780538726689 Category : Business & Economics Languages : en Pages : 244
Book Description
With global markets more crowded than ever, it is a major challenge for organizations to attract and retain customers due to the competition they are faced with. This text is designed to teach exemplary customer service thinking in public or private, domestic or international organizations and is written in a practical, common sense manner reflecting current customer service concepts and hints.
Author: Jochen Wirtz Publisher: Ws Professional ISBN: 9781944659455 Category : Business & Economics Languages : en Pages : 34
Book Description
Preface -- Introduction -- Creating a world-class service organization -- From losers to leaders: four levels of service performance -- Moving to a higher level of performance -- Customer satisfaction and corporate performance -- Conclusion -- Summary -- Endnotes
Author: Dennis Snow Publisher: John Wiley & Sons ISBN: 0470503807 Category : Business & Economics Languages : en Pages : 261
Book Description
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Author: National Academy of Engineering Publisher: National Academies Press ISBN: 0309046785 Category : Technology & Engineering Languages : en Pages : 282
Book Description
Some 70 percent of U.S. manufacturing output currently faces direct foreign competition. While American firms understand the individual components of their manufacturing processes, they must begin to work with manufacturing systems to develop world-class capabilities. This new book identifies principles-termed foundations-that have proved effective in improving manufacturing systems. Authored by an expert panel, including manufacturing executives, the book provides recommendations for manufacturers, leading to specific action in three areas: Management philosophy and practice. Methods used to measure and predict the performance of systems. Organizational learning and improving system performance through technology. The volume includes in-depth studies of several key issues in manufacturing, including employee involvement and empowerment, using learning curves to improve quality, measuring performance against that of the competition, focusing on customer satisfaction, and factory modernization. It includes a unique paper on jazz music as a metaphor for participative manufacturing management. Executives, managers, engineers, researchers, faculty, and students will find this book an essential tool for guiding this nation's businesses toward developing more competitive manufacturing systems.
Author: Robin Sharma Publisher: HarperCollins Canada ISBN: 1443402877 Category : Self-Help Languages : en Pages : 149
Book Description
Like his megaselling The Monk Who Sold His Ferrari—the book that started it all—Discover Your Destiny with The Monk Who Sold His Ferrari delivers another life-changing fable to help readers see the world through a completely new set of eyes. This latest guide offers more of the inspiring but highly practical wisdom of the now famous Julian Mantle, the superstar lawyer who traded his jet-set lifestyle and prized Ferrari for enlightenment and fulfillment. Readers will learn the true purpose of their lives, how to unlock their highest potential, the secret of boundless joy and a direct route to personal freedom. A must-read for all Monk fans.
Author: Mark Sanborn Publisher: Crown Currency ISBN: 038551364X Category : Business & Economics Languages : en Pages : 145
Book Description
NEW YORK TIMES BESTSELLER • The true story of an ordinary mail carrier whose approach to work and life has the power to transform the everyday into the extraordinary—now in an updated twentieth-anniversary edition “This beloved business classic has inspired millions of people over the years, and today Mark Sanborn’s transformative insights are more timely and necessary than ever.”—Jon Gordon, author of The Energy Bus and co-author of The Coffee Bean Meet Fred. In this timeless and powerful book, Mark Sanborn, member of the Speaker Hall of Fame, recounts the true story of Fred, an ordinary USPS carrier who introduced himself one day shortly after Sanborn had moved to a new home in Denver. Fred, however, was no average mailman. As Sanborn came to discover, Fred was the kind of worker who exemplifies everything “right” with customer service. Did people want packages left on the porch or prefer a notice to pick them up at the post office? Fred made sure he knew the answer. When another delivery service left a package at the wrong house, Fred shepherded it safely to the intended recipient. Others might have seen delivering mail as routine work, but Fred seized the chance to find meaning in the mundane, competing with himself every day to find opportunities to make his customers smile. We’ve all encountered people like Fred. In this deeply inspiring book, Sanborn illuminates the four basic principles anyone can use to bring fresh energy and creativity to our work and life: how to make a tangible difference every day, build stronger relationships, create real value for others without spending a penny, and constantly reinvent yourself. In this updated edition, Sanborn speaks to the seismic changes that have transformed the world of work in recent years—with employees increasingly hungry for purpose in their jobs—and outlines the book’s fresh applications. By following his principles, you, too, can find more excitement, fulfillment, and success in your career—and in your life.
Author: Jonathan D. Barsky
Author: Jonathan D. Barsky
Author: John R. DiJulius
Author: Matthew Dixon
Author: Pattie Odgers
Author: Roy E. Chitwood
Author: Jochen Wirtz
Author: Dennis Snow
Author: National Academy of Engineering
Author: Robin Sharma
Author: Mark Sanborn