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Quality service impacts sales and returns positively. This book teaches how to be successful and profitable in your business by offering exceptional customer service and it also explains the main reason why many successful companies make excellent customer service an important element in their agenda. What you'll learn in this book will work great for business owners, entrepreneurs and training of customer service specialists. You will get to learn...
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Customer experience has become the primary method of competitive differentiation between most brands today. While most companies claim that customers and their needs drive decisions and priority within their organizations, when it comes time to prioritize customer needs, it can often be more difficult and less clear exactly how and what to do.
There are several reasons for this, and these reasons form the foundation of Meaningful Measurement of the...
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In a world where anything you text, post, or blurt out can go viral instantly, having control over your words is critical to your success.
Whenever we're frustrated, angry, or under stress, those negative influences try to control what we'll say next. When we give in to them, they get more powerful, controlling our tone and our words, and ultimately having a negative impact on us. Fortunately, there's a way for you to take charge.
Big Brain...
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Bread and Butter is a book with three parts: First, it's the story of the birth of an extraordinarily successful kind of business called a "freedom franchise": Great Harvest Bread Co., which began as one bakery 25 years ago, is now a $60-million-a-year company with 140 stores in 40 states.
Second, it's the story of one employee's success-the author, Tom McMakin, who was looking for a job and found a lifestyle. McMakin's immersion into Great Harvest...
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In today's competitive business world, there's no place for lackluster performance, half-brilliant contributions, or low-burning customer service. When you find your SPARK you shine brilliantly against a backdrop of automation, algorithms, and autonomous cars. You realize you weren't just hired to do a job; your purpose is to surpass all expectations and create memorable moments that surprise and delight your customers. Your SPARK is what distinguishes...
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We are in the age of the empowered customer. There are more and more customer choices, greater and greater customer demands on organizations everywhere. Your Customers want to contact you utilizing an ever-growing number of channels but still expect a continual and contextual conversation with you throughout their journey. The expectations from your customer is no longer to just resolve their issues on the first try, but instead to anticipate their...
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Pharma Customer Experience reveals twenty secrets that pharmaceutical and biotechnology companies are using today to connect emotionally with their customers-both patients and healthcare professionals.
In an increasingly competitive environment, it's no longer enough for pharma to develop drugs and technologies that treat, cure, or relieve the symptoms of disease. To be truly customer-centric-building long-term, reliable customer relationships-pharma...
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Please note: This is a companion version & not the original book.
Book Preview: #1 Amazon has also expanded into other areas besides eBooks, such as streaming media, and is constantly competing with other companies for market supremacy. As a result, the Prime subscription service is gradually reducing the profits of smaller companies.
#2 The rise of subscription-based businesses is due to the ease with which consumers can get used to the idea of...
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Libro especializado que se ajusta al desarrollo de la cualificación profesional y adquisición de certificados de profesionalidad. Manual imprescindible para la formación y la capacitación, que se basa en los principios de la cualificación y dinamización del conocimiento, como premisas para la mejora de la empleabilidad y eficacia para el desempeño del trabajo.
Author
Language
Español
Description
Libro especializado que se ajusta al desarrollo de la cualificación profesional y adquisición de certificados de profesionalidad. Manual imprescindible para la formación y la capacitación, que se basa en los principios de la cualificación y dinamización del conocimiento, como premisas para la mejora de la empleabilidad y eficacia para el desempeño del trabajo.
Author
Language
Español
Description
Libro especializado que se ajusta al desarrollo de la cualificación profesional y adquisición de certificados de profesionalidad. Manual imprescindible para la formación y la capacitación, que se basa en los principios de la cualificación y dinamización del conocimiento, como premisas para la mejora de la empleabilidad y eficacia para el desempeño del trabajo.
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Description
Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management...
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Studies in the experience domain are still developing and academicians believe that it needs to be studied in diverse domains to attain its generalization. Literature has identified many important outcomes of brand experience which mostly include loyalty, equity and satisfaction. However, contemporary marketers are looking at engaging their consumers through the delivery of enjoyable experiences. This is for the reason that engaged consumers are extra...
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Rapid iteration, A/B testing, and growth hacking-these buzzwords have everyone's attention in product management today. But while they dominate the current discussion, something even more significant has been lost in their limelight: long-term value creation for the customer. Product advisors Rajesh Nerlikar and Ben Foster believe that consistently delivering meaningful outcomes requires a deep understanding of your customer's definition of success....
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You hate waiting in line or on the phone for customer service. There have been plenty of books about customer service, that all seem to offer "secrets" to improve customer service. This is not that book. I instead want to focus on Why customer Service is so broken and give you the secrets to get around it. Customer service is bad by design. Your bad customer service is not random, it is intentional. Customer Service is universally terrible, this is...
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HOW TO HAVE HAPPY CLIENTS AND TURN UNHAPPY CLIENTS INTO HAPPY ONES features what to do and what mistakes to avoid in order to keep your clients happy. It also discusses what to do if a client has a bad experience in order to fix things. It includes chapters on these topics: - an example of a service provider who did everything wrong - a discussion of what not to do and do - how to fix it when things go wrong - what to do if you and the unhappy client...
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In their book Winning Behavior, Terry Bacon and David Pugh showed how great companies outperform good ones through "behavioral differentiation" -- going beyond superior products and dependable service to connect with customers at every touchpoint. The Behavioral Advantage broadens the concept, applying behavioral differentiation to the business-to-business arena. The best B2B companies depend on a multiform approach to business interaction, and The...
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This book combines an extraordinary first-person account of an entrepreneurial instinct to start and develop a highly-successful international travel adventure company and reveals unusual management secrets that not only keep employees fully engaged but also keep customers extremely happy.
After being fired from McDonald's as a teenager, Poon Tip decided that if he wanted to be successful in life, he would need to be self employed. To do that,...
19) Whoever Tells the Best Story Wins: How to Use Your Own Stories to Communicate with Power and Impact
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The right story told at the right time has the power to persuade, promote empathy, and provoke action. Even more, a story explains who you are, what you want, and why it matters--better than any other communication tool in your arsenal. In Whoever Tells the Best Story Wins, author and vibrant keynote speaker Annette Simmons teaches you how to narrate personal experiences as well as borrowed stories in a way that demonstrates authenticity, builds emotional...
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Engaging, practical, and immediately useful for any business and its messengers on how to talk about their business and connect with their customers.
The vast majority of word of mouth happens offline, in everyday conversations. In The Science of Customer Connections, Karrh offers simple concepts plus practical guidance for individual professionals, teams, and complex organizations to be part of those conversations in ways that grow their business.
With...
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