Kategoria BISAC: Business & Economics >> Customer Relations

"To get a competitive edge in a world of commoditized service, companies have to convert their reactive, cost-oriented contact centers into predictive, engaged, revenue-generating, real-time profit centers. A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and the company at large -- all of which adds up to substantial bottom-line improvement.

The Real-Time Contact Center is a practical guide to building a service infrastructure that will simultaneously exceed...

If you believe that the answer no is but a request for more information and understand that the best closing questions are rhetorical, you understand the basic art of sales. If you can teach that art to others, you have the makings of a good sales manager. But not all good sales managers are equal; some are forward thinking enough to be good leaders as well as managers. To be a leader you have to see failures as opportunities to learn and you have to understand the best way to respond to any challenge is to anticipate it before it arrives.

In The Art of Mastering Sales Management,...

Gamification is revolutionizing the web and mobile apps.

Innovative startups like Foursquare and Swoopo, growth companies like Gilt and Groupon and established brands like United Airlines and Nike all agree: the most powerful way to create and engage a vibrant community is with game mechanics. By leveraging points, levels, badges, challenges, rewards and leaderboards - these innovators are dramatically lowering their customer acquisition costs, increasing engagement and building...

"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 multifront approach to business interaction, and "The Behavioral Advantage" reveals the secrets behind what is essentially a chess game with competitors. To win the game, companies...

• Pay brand-new employees $2,000 to quit
• Make customer service the responsibility of the entire company-not just a department
• Focus on company culture as the #1 priority
• Apply research from the science of happiness to running a business
• Help employees grow-both personally and...

This cutting edge and comprehensive book--with contributions from the star faculty of Cornell University's School of Hotel Administration--offers the latest thinking on the best practices and strategies for hospitality management. A must for students and professionals seeking to enter or expand their reach in the hospitality industry, The Cornell School of Hotel Administration on Hospitality delivers the authoritative advice you need to:

• Develop and manage a multinational career and become a leader in the hospitality industry

• Maximize profits from...

-Powerful brands command. Read this insightful book and allow Scott to share how to make your brand stand out and deliver you buckets of money -
--Mark Victor Hansen, bestselling author of the Chicken Soup for the Soul(r) series

-Deming's approach to branding is not about gimmicks. It's about relationships-the real formula for building and sustaining your brand and your business.-
--Rieva Lesonsky, Editorial Director, Entrepreneur magazine

-It doesn't matter what you sell. We're all selling service....

Anti-consumerism has become a conspicuous part of contemporary activism and popular culture, from 'culture jams' and actions against Esso and Starbucks, through the downshifting and voluntary simplicity movements, the rise of ethical consumption and organic and the high profile of films and books like Supersize Me and No Logo. A rising awareness of labor conditions in overseas plants, the environmental impact of intensified consumer lifestyles and the effects of neo-liberal privatization have all stimulated such popular cultural opposition. However, the subject of anti-consumerism has...