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Researching Customer Satisfaction and Loyalty: How to Find Out What People Really Think
ISBN: 9780749443368 / Angielski / Miękka / 272 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. * Includes both a client and supplier perspective of market research on customer satisfaction and loyalty
* Includes both a client and supplier perspective of market research on customer satisfaction and loyalty
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cena:
175,62 zł |
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Bottom-Line Call Center Management
ISBN: 9780750676847 / Angielski / Miękka / 178 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Addresses key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. This work helps call center managers evaluate their status, implement cost-effective changes, and measure results of their changes.
Addresses key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the ca...
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298,34 zł |
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A Simple Guide to Keep the Customer Happy and Healthy
ISBN: 9780759673199 / Angielski / Miękka / 108 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Written to enhance awareness for the consumer and provider, the information in this book will help both sides see their responsibility. The author hopes to make the dining experience a happy one for all.
Written to enhance awareness for the consumer and provider, the information in this book will help both sides see their responsibility. The author hop...
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65,53 zł |
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New Service Development: Creating Memorable Experiences
ISBN: 9780761917427 / Angielski / Miękka / 344 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. This is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internationally recognized authors and covers topics in service innovation, process design, and implementation. Contributors from the fields of operations management, marketing, marketing information technology, and organizational behaviour explore the issues that service firms must address to sustain advantage in the new experience economy.
This is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internation...
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cena:
551,25 zł |
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Service Quality: Research Perspectives
ISBN: 9780761921479 / Angielski / Miękka / 200 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. 'An excellent book aimed at researchers interested in the field of service quality, and as such deals with conceptual and empirical researches based on different service quality perspectives (marketing, operations management, and organisational studies)' - Managing Service Quality The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I//O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding...
'An excellent book aimed at researchers interested in the field of service quality, and as such deals with conceptual and empirical researches based o...
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cena:
551,25 zł |
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The Service-Dominant Logic of Marketing : Dialog, Debate, and Directions
ISBN: 9780765614919 / Angielski / Miękka / 449 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Expanding on the editors' award-winning article "Evolving to a New Dominant Logic for Marketing," this book presents a challenging new paradigm for the marketing discipline. This new paradigm is service-oriented, customer-oriented, relationship-focused, and knowledge-based, and places marketing, once viewed as a support function, central to overall business strategy. Service-dominant logic defines service as the application of competencies for the benefit of another entity and sees mutual service provision, rather than the exchange of goods, as the proper subject of marketing. It moves the...
Expanding on the editors' award-winning article "Evolving to a New Dominant Logic for Marketing," this book presents a challenging new paradigm for th...
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cena:
273,04 zł |
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Synchroservice
ISBN: 9780786302451 / Angielski / Twarda / 300 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In Synchroservice!, Schonberger, teaming up with Edward M. Knod, Jr., targets leading-edge world-class excellence strategies for the service industry, giving you everything you need to design and execute a synchronized service strategy. Through practical advice gleaned from years of experience, the authors give you the insight to synchronize every aspect of your organization for improved customer service - and enhanced competitive advantage!
In Synchroservice!, Schonberger, teaming up with Edward M. Knod, Jr., targets leading-edge world-class excellence strategies for the service industry,...
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cena:
152,88 zł |
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The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions
ISBN: 9780787901011 / Angielski / Twarda / 336 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. A service revolution is sweeping America. Nearly three-quarters of people in the U.S. labor force work in services, almost half of family income is spent on services, and providing good service is widely believed to be the key to an organization's success, whether in for-profit, nonprofit, or government. Yet, in an era where the customer is supposedly king, individuals are increasingly dissatisfied with the service they receive. As more and more services traditionally offered by indepAndent practitioners--such as law, health, and mental health--shift to large organizations, the quality of the...
A service revolution is sweeping America. Nearly three-quarters of people in the U.S. labor force work in services, almost half of family income is sp...
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cena:
202,24 zł |
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Fabled Service P
ISBN: 9780787909383 / Angielski / Miękka / 144 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Develop standard-setting customer service
Based on the best-selling book Fabled Service by Betsy Sanders This program will help you develop exceptional customer service that puts your organization above your competition. Inspiring Fabled Service helps you assess your needs and select activities to improve weak areas in your current customer service. Teach others vital customer service skills, such as how to: * Positively represent the organization * Satisfy customers so they will buy the product or service * Encourage customers to... Develop standard-setting customer service
Based on the best-selling book Fabled Service by Betsy Sanders This program will... |
cena:
117,06 zł |
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Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers
ISBN: 9780787943929 / Angielski / Miękka / 400 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical action plan' format, Sherman challenges the reader to think about solutions, not just ideas.
--Irwin Press, president, Press, Ganey Associates, Inc. Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book. --Mark C. Clement, president and CEO, Holy Cross Hospital, Winner, 1994 AHA Great Comebacks Award,... A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discuss...
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cena:
452,24 zł |
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Customer Winback: How to Recapture Lost Customers--And Keep Them Loyal
ISBN: 9780787946678 / Angielski / Miękka / 336 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Use the Power of Customer WinBack to Bring Back Lost Customers, Save Customers on the Brink of Defection, and Make Your Company Defection Proof High-value customers are the lifeblood of any business-so what can a company do when they lose them? Customer WinBack shows you how to identify at-risk customers, win back those who have left, and change how business is done to prevent future customer loss. This pragmatic guide is brimming with savvy methods and detailed case studies that show you in real-world detail how to turn lost customers into gold. "Winning back lost customers is the marketing...
Use the Power of Customer WinBack to Bring Back Lost Customers, Save Customers on the Brink of Defection, and Make Your Company Defection Proof High-v...
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cena:
154,33 zł |
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Monitoring, Measuring, and Managing Customer Service
ISBN: 9780787951399 / Angielski / Twarda / 192 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Excellent customer service does not come about by accident. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, Gary S. Goodman presents a surefire system for building a first-class customer service department. Goodman identifies the behaviors that constitute top-level service, examines the results that kind of service produces, and shows how to measure it in terms of daily customer satisfaction. He provides managers with specific guidelines for developing, sustaining, and rewarding high levels of...
Excellent customer service does not come about by accident. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing f...
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cena:
202,24 zł |
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Breakaway: Deliver Value to Your Customers Fast!
ISBN: 9780787961640 / Angielski / Twarda / 160 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In Breakaway, entrepreneurial businessman Charles Fred presents a revolutionary performance model that helps your company break away from the competition. He offers a new approach to organizational learning that will dramatically speed up the learning process and help any company save on their two most valuable resources-time and money. Breakaway provides the critical information you need for hastening the moment when each worker in your organization can convert knowledge into action to provide value to the customer, and increase the bottom line.
In Breakaway, entrepreneurial businessman Charles Fred presents a revolutionary performance model that helps your company break away from the competit...
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cena:
154,33 zł |
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Customer Loyalty: How to Earn It, How to Keep It
ISBN: 9780787963880 / Angielski / Miękka / 272 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. You've read about Customer Loyalty in the Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketing News, Boardroom Reports, Marketing Management, Library Journal, The Selling Advantage, Ideas Magazine, Executive Briefings, Training, Hospitality Upgrade, Direct, Quality Digest, Marketing Tools, Houseware Executive, Journal of Pharmaceutical Management, Discount Merchandiser, TeleProfessional, NationsBank Business, Modern Jeweler, Furniture Today-- now read the new and revised edition of the ground-breaking book that created all the buzz.
You've read about Customer Loyalty in the Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketi...
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cena:
95,77 zł |
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Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process
ISBN: 9780787979195 / Angielski / Twarda / 208 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Designing the Customer-Centric Organization offers todaya s business leaders a comprehensive customer-centric organizational model that clearly shows how to put in place an infrastructure that is organized around the demands of the customer. Written by Jay Galbraith (the foremost expert in the field of organizational design), this important book includes a tool that will help determine how customer-centric an organization is- light-level, medium-level, complete-level, or high-level- and it shows how to ascertain the appropriate level for a particular institution. Once the groundwork...
Designing the Customer-Centric Organization offers todaya s business leaders a comprehensive customer-centric organizational model that clearly...
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cena:
226,25 zł |
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How to Talk to Customers
ISBN: 9780787987527 / Angielski / Twarda / 224 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on their MAGIC customer service training program. MAGIC, which stands for Make A Great Impression on the Customer, can help anyone become the type of communicator that makes their customers feel special.
For more on this book, visit www.howtotalktocustomers.com Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employ...
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cena:
95,77 zł |
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Implementation of Total Quality Management: A Comprehensive Training Program
ISBN: 9780789002099 / Angielski / Miękka / 117 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Here is a comprehensive guide for training a workforce in Total Quality Management (TQM). An ideal resource for trainers, Total Quality Management Implementation contains a complete presentation of all relevant aspects of TQM. It provides a ready-made training format that can be used in all operational seminar/workshop contexts and includes a full set of charts for use by trainers in their presentations of TQM. The book assumes the trainer has a basic understanding of quality management, and it does not repeat the numerous discussions of TQM concepts readily available in other works. Total...
Here is a comprehensive guide for training a workforce in Total Quality Management (TQM). An ideal resource for trainers, Total Quality Management Imp...
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cena:
313,50 zł |
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Guanxi : Relationship Marketing in a Chinese Context
ISBN: 9780789012890 / Angielski / Twarda / 248 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Wong and Leung (both professors of marketing, Hong Kong Polytechnic U.) present a model of marketing for Westerners based on the Chinese concept of guanxi, which can be loosely translated as personal relationship or connections. After comparing and contrasting Western and Chinese models of marketing, they offer a methodology, which melds por
Wong and Leung (both professors of marketing, Hong Kong Polytechnic U.) present a model of marketing for Westerners based on the Chinese concept of gu...
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cena:
682,74 zł |
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Guanxi : Relationship Marketing in a Chinese Context
ISBN: 9780789012906 / Angielski / Miękka / 248 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Develop a network of successful business relationships in China This systematic study of the Chinese concept of guanxi--broadly translated, personal relationship or connections--offers a comprehensive social and professional model for doing business in China. In addition to a clear analysis of the origins and meanings of this vital concept, Guanxi: Relationship Marketing in a Chinese Context empowers you with practical tools for establishing guanxi in order to facilitate successful business relationships. Guanxi is based on an original research study as well as the authors'twenty years of...
Develop a network of successful business relationships in China This systematic study of the Chinese concept of guanxi--broadly translated, personal r...
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cena:
348,90 zł |
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The Consumer . . . or Else!: Consumer-Centric Business Paradigms
ISBN: 9780789015686 / Angielski / Twarda / 196 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. "The customer is the only one who can fire all of us." -Sam Walton
Doing business in today's economy and surviving requires a new paradigm. Who are at the center of this new approach to doing business? CONSUMERS. Historically, power struggles have raged between suppliers and distributors. Recently, both parties awakened to the fact that neither of them has the ultimate power . . . it now resides solely with the consumer. This valuable book describes what demassification of the consumer market means and will show you how--and why--businesses must adapt to succeed.... "The customer is the only one who can fire all of us." -Sam Walton
Doing business in today's economy and surviving requires a new parad... |
cena:
657,46 zł |
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