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The Service Recovery Toolkit - Theo Gilbert-Jamison

The Service Recovery ToolkitTheo Gilbert-Jamison

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An employee’s ability to properly resolve a customer issue or complaint is crucial in enhancing customer loyalty. They must not only feel confident that we are competent to resolve any issue of inconvenience, but also walk away feeling val… more

The Service Recovery Toolkit
Theo Gilbert-Jamison
Performance Solutions by Design, Inc. , English
The Customer Experience Revolution - Jeofrey Bean, Sean Van Tyne

The Customer Experience RevolutionJeofrey Bean, Sean Van Tyne

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The Customer Experience Revolution has started—a shift in dynamic that has changed the customer-business relationship forever.Beyond branding, beyond customer service, beyond product usability—it is the complete customer experience that det… more

The Customer Experience Revolution
Jeofrey Bean, Sean Van Tyne
Brigantine Media , English
Viral Traffic Generation - Anonymous

Viral Traffic GenerationAnonymous

If you have a website, you need traffic. Regardless of what product or service you are selling, it’s been proven that the more visitors you get to come to your website, the higher your sales will be. The trick is, you have to get customers … more

Viral Traffic Generation
What Customers Really Want - Scott McKain

What Customers Really WantScott McKain

A Thomas Nelson Kindle book.

What Customers Really Want
Scott McKain
Thomas Nelson , English
The Six Principles of Servic... - Theo Gilbert-Jamison

The Six Principles of Servic...Theo Gilbert-Jamison

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In reading this book, you will find that The Six Principles of Service Excellence IS:•          A simple, yet comprehensive, step-by-step process that, if followed implicitly, will lead any organization (small or large) to achieving and su… more

The Six Principles of Service Excellence: A Proven Strategy for Driving World-Class Employee Performance and Elevating the Customer Experience from Average to Extraordinary
Theo Gilbert-Jamison
Authorhouse , English
Chief Customer Officer : Get... - Jeanne Bliss

Chief Customer Officer : Get...Jeanne Bliss

Drawing on her first-hand experience at top companies as diverse as Lands’ End and Microsoft, Jeanne Bliss explains why even great corporations can drift to delivering mediocrity to customers, and she offers a proven solution to break the c… more

Chief Customer Officer : Getting Past Lip Service to Passionate Action
Jeanne Bliss
Jossey-Bass , English
Anticipate: Knowing What Cus... - Bill Thomas, Jeff Tobe

Anticipate: Knowing What Cus...Bill Thomas, Jeff Tobe

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Design and implement the ideal customer focus Anticipate provides business readers with a practical how-to approach for taking their customer-supplier relationship to one that is more sustainable and more mutually profitable. Much of the di… more

Anticipate: Knowing What Customers Need Before They Do
Bill Thomas, Jeff Tobe
Wiley , English
A Complaint Is a Gift: Recov... - Janelle Barlow, Claus Møller

A Complaint Is a Gift: Recov...Janelle Barlow, Claus Møller

The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback – in fact, they’re your best bargain in m… more

A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
Janelle Barlow, Claus Møller
Berrett-Koehler Publishers , English
How to Gain and Retain More ... - James Yuille

How to Gain and Retain More ...James Yuille

The simple four-step process that transformed a struggling small business owner who had sold nothing in eight months to selling $30,000 a month overnight…and how it can do the same for you…”How To Gain And Retain More Customers - plain … more

How to Gain and Retain More Customers
James Yuille
The Greet Your Customer Manual - Laurie Brown

The Greet Your Customer ManualLaurie Brown

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On online poll asked “Have you ever stopped doing business with a company because of how you were greeted, either in person or one the phone?” 77.9% responded answered yes. Although surely simple, how you greet (or do not greet) your custom… more

The Greet Your Customer Manual
Laurie Brown
The Difference Press , English
A Complaint Is a Gift: Recov... - Janelle Barlow, Claus Moller

A Complaint Is a Gift: Recov...Janelle Barlow, Claus Moller

The title of this book can be a little misleading because ostensibly this is just a book about how to deal with complaints. And while complaints are talked about on just about every single page, this book is really about a much more importa… more

A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong
Janelle Barlow, Claus Moller
Berrett-Koehler Publishers , English
Growing Pains - RuthAnn Hogue

Growing PainsRuthAnn Hogue

Description: Growing Pains: An in-depth look at the exploding teleservices industry (Part One)Synopsis:Teleservices: It’s the fastest-growing industry in Tucson and among those exploding in North America and around the world. As of 1998, be… more

Growing Pains
RuthAnn Hogue
Whiptail Publishing , English
Amaze Every Customer Every T... - Shep Hyken

Amaze Every Customer Every T...Shep Hyken

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You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy.Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar se… more

Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet
Shep Hyken
Greenleaf Book Group Press , English
Toyota: understanding the ke... - María Daniela Pascual

Toyota: understanding the ke...María Daniela Pascual

The evolution of the Toyota company, when examined in depth, has been nothing less than astonishing. This study looks at it from an economic perspective, analyzing the impact of the “lean” philosophy and the fundamental principles of the T… more

Toyota: understanding the key to succes
María Daniela Pascual
Pluma Digital Ediciones , English
Moments of Magic - Shep Hyken

Moments of MagicShep Hyken

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Shep Hyken, customer service expert and New York Times and Wall Street Journal bestselling author has revised and updated his original book Moments of Magic. The first edition of the book was published back in 1993 and was conceived long be… more

Moments of Magic
Shep Hyken
Managing Forward: How to Mov... - Claes Fornell, Larry Freed

Managing Forward: How to Mov...Claes Fornell, Larry Freed

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Many organizations have traditionally relied on backward-looking metrics showing what already happened in order to determine the strategies and tactics that should drive their futures. They look at how much they sold last month or last year… more

Managing Forward: How to Move From Measuring the Past to Managing the Future
Claes Fornell, Larry Freed
Worzilla , English
La revolución de las relacio... - Larry Hochman

La revolución de las relacio...Larry Hochman

La revolución de las relaciones personalesCómo acercarse eficientemente a los clientes* Un libro oportuno y práctico para los tiempos que corren.Tus clientes están furiosos, ¡muy furiosos!La recesión ha dejado a los consumidores sintiéndose… more

La revolución de las relaciones personales (Spanish Edition)
Larry Hochman
Empresa Activa , Spanish
Connecting With Customers an... - Jennifer Anderson, Patrick Luce

Connecting With Customers an...Jennifer Anderson, Patrick Luce

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Good customer service is important in any business. While many peopleare familiar with the basics of good face-to-face and phone service, theymay have less experience with translating those skills into effective,customer-friendly e-mails. A… more

Connecting With Customers and Bouncing Back From Mistake
Jennifer Anderson, Patrick Luce
Dartnell , English
Facebook The Essential Guide -

Facebook The Essential Guide

If you have ever heard anyone talk about a social networking website, then Facebook may be one of the websites that they were referring to. That is exactly what Facebook is. Facebook is a social networking website that was founded by Mark Z… more

Facebook The Essential Guide
Winning the Customer: Turn C... - Lou Imbriano

Winning the Customer: Turn C...Lou Imbriano

Build Customer Relationships and Win Big Revenue!“Unbreakable relationships are crucial to success in business. Lou Imbriano captures what it takes to forge the kind of deep credibility that encourages consumers and clients to trust you wit… more

Winning the Customer: Turn Consumers into Fans and Get Them to Spend More
Lou Imbriano
McGraw-Hill , English