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UP! Your Service Action Step... - Ron Kaufman

UP! Your Service Action Step...Ron Kaufman

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Strategies and Action Steps to Delight Your Customers NOW! BUILD a mindset and a toolset to bring your service UP! DEVELOP a service culture that sizzles and succeeds. APPLY proven techniques to get closer to your customers. POLISH your per… more

UP! Your Service Action Steps: Strategies and Action Steps to Delight Your Customers Now!
Ron Kaufman
Kaufman Professional Services , English
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
Chocolates on the Pillow Are... - Jonathan M. Tisch

Chocolates on the Pillow Are...Jonathan M. Tisch

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Praise for Chocolates on the Pillow Aren’t Enough”Jonathan recognizes that in today’s Internet-fed, savvy-consumer world, it is the people-to-people connections, regardless of price point, that differentiate a customer’s experience. Gimmick… more

Chocolates on the Pillow Aren’t Enough: Reinventing The Customer Experience
Jonathan M. Tisch
Wiley , English
Unleashing Excellence: The C... - Dennis Snow, Teri Yanovitch

Unleashing Excellence: The C...Dennis Snow, Teri Yanovitch

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A step-by-step guide to designing and implementing an amazing customer service cultureIn today’s competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer ser… more

Unleashing Excellence: The Complete Guide to Ultimate Customer Service
Dennis Snow, Teri Yanovitch
Wiley , 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
The COO Revolution: Reinvent... - Rich Phillips, Kramer  Reeve...

The COO Revolution: Reinvent...Rich Phillips, Kramer Reeve...

What do CEOs now demand of their COOs? The reinvention of customer-facing processes for moments of truth. Did you ever wonder about the replacement for Apple’s legendary CEO, Steve Jobs? It was the COO, Timothy Cook. What? The chief operati… more

The COO Revolution: Reinventing the Front Office for Moments of Truth
Rich Phillips, Kramer Reeves, Peter Fingar
Meghan-Kiffer 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
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
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