Kategoria BISAC: Business & Economics >> Customer Relations

Deliver service they'll never forget—and build a brand they'll never leave.

In The Unforgettable Advantage: How to Deliver Service They Remember, businesses in both B2B and B2C sectors will discover how to turn everyday customer interactions into extraordinary experiences that build loyalty, boost retention, and grow lasting brand value.

This isn't a book of theory or success stories—it's the missing manual on execution. With practical, step-by-step guidance, it empowers frontline teams, managers, and leaders to deliver consistently exceptional service in the real...

Why is it that Casio can sell a calculator more cheaply than Kellogg's can sell a box of corn flakes? Why can FedEx "absolutely, positively" deliver your package overnight but airlines have trouble keeping track of your bags? What does your company do better than anyone else? What unique value do you provide to your customers? How will you increase that value next year? As customers' demands for the highest quality products, best services, and lowest prices increase daily, the rules for market leadership are changing. Once powerful companies that haven't gotten the message are faltering,...

Rated by Fortune Magazine as one of the best management books of 1991, this instant business classic and bestseller is now recognized as the Bible of customer service.

As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discover the emotions that drive and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns.

This book analyzes the legal challenges of consumer protection and product liability, focusing on the methods by which consumers can express dissatisfaction with products and their shortcomings. While consumer complaints are widespread and varied, often neither individual buyers are compensated nor is the whole class of consumers informed of defective products. Best calls for improvements that can make businesses more accountable, including mediation, arbitration, legal services, and small claims court, emphasizing how better behavior by businesses can also be good business.

The fundamental question in business and in personal life is the same: What really matters? In this book one of America's most widely admired business leaders distills a lifetime of experience, including failures as well as successes, to reveal his answers.
John Pepper, president, CEO, and chairman of Procter & Gamble for a combined 16 years, underscores the importance of continuous change, innovation, and renewal as prerequisites for growth and sound leadership. In What Really Matters he suggests that a preparedness to alter perspective, rethink assumptions, or change course is...

Pepper--president, CEO, and chairman of Procter & Gamble--distills a lifetime of experience to reveal his answers about what matters most in his life and underscores the importance of continuous change, innovation, and renewal as prerequisites for growth and sound leadership.

Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.

Praise for stop acting like a seller and Start Thinking Like a Buyer

"Stop Acting Like a Seller and Start Thinking Like a Buyer is a book that teaches you emphatically that 'words matter.' If you want to set yourself apart from others, whether you're selling a product or a concept, this is a book to read. Not only will you learn how to prepare for sales success, you will learn how to be far more effective by thinking like a buyer."
--Theresa Martinez, Brand Director, Roche Laboratories

"This book shares a great commonsense approach to developing a new...

Praise for Rules to Break & Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism

"A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, Rules to Break and Laws to Follow persuasively shows the connection between customer trust and business profits, and then explains how to make it happen. As a bonus, you'll learn how to make your company more innovative, how to ensure your employees actually enjoy what they're doing, and how to deal with the kinds of service and quality breakdowns that occasionally...

In this lively and readable book, the authors argue that in recent years far too much has been made of customer satisfaction, and that this has come at the expense of hard-edged consumerism. Whether or not "the customer is king," the first rule of business is to make money. Pragmatic and practical, the book destroys seven key myths about customer management that have gained almost folkloric status, and provides a step-by-step action plan for linking customer service with commercial goals.

"There's only one Larry Wilson . . . number one when it comes to the art of selling." --Warren Bennis, University Professor and Distinguished Professor of Business Administration University of Southern California

"Stop Selling, Start Partnering will help you take a fresh look at your selling activities whether you are in the boardroom, face to face with customers, or anywhere in between."--Harvey Mackay, Author of Swim with the Sharks

"Regardless of your position within the company, your task in the second half of these unforgiving '90s will be to help your company...

Professionals who work with clients or large accounts can create lifetime relationships based on these well-researched secrets. Based drawing from extensive interviews with client executives, Making Rain offers a series of provocative insights on how to shed the expert-for-hire label and develop long-term advisory relationships. Exploding the popular myth of the "Rainmaker," a dated and dysfunctional figure that clients no longer welcome, Andrew Sobel argues that any professional can learn to "make rain" on an ongoing basis with existing clients by developing a special set of skills,...

Quality of Service (QoS) is continuously growing in importance in the telecommunications industry because competition is growing fiercer by the day. By drawing on 30 years of experience, William C. Hardy explains how to examine specific tools and techniques that he has developed for the measurement and evaluation of QoS and understand the underlying analysis perspectives and methodologies.

Details the basic concepts of QoS, together with the methodologies for organizing, structuring, and carrying out analyses of QoS from scratch.
Describes the atttributes of the...

Preventing Identity Theft in Your Business is a reliable guide to help protect companies, their customers, and their employees from the growing problem of identity theft. Real-life examples show managers and executives how to identify business, customer, and employee identity theft, how these crimes are committed, how best to prevent them, and overall, develop an honest company culture. It also covers how to manage this threat in business reorganizations such as mergers, acquisitions, globalization, and outsourcing.

In some parts of the world, especially in developing markets, category management today remains a stretch goal - a new idea full of untapped potential. In other areas, the original eight-step process that emerged in the late 1980's forms the foundation of many companies' approach to category management. In still others, particularly in developed countries like the U.S., the U.K., and others, refinements are being made - most of them designed to place consumer understanding front and center.

New ideas are emerging - from "trip management" to "aisle management" to "customer management."...