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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
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
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
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
Daily Huddle Topics: Facilit... - Theo Gilbert-Jamison

Daily Huddle Topics: Facilit...Theo Gilbert-Jamison

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Many leaders find it difficult to reinforce and sustain key information that is critical in creating and sustaining a culture of service excellence. Whether you are facilitating a daily or weekly team huddle, or looking for a way to integra… more

Daily Huddle Topics: Facilitator Guide, Volume 1
Theo Gilbert-Jamison
Performance Solutions by Design, Inc. , 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
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
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
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
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
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
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
Growing Pains - RuthAnn Hogue

Growing PainsRuthAnn Hogue

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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
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
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
Telephone Etiquette: Making ... - Theo Gilbert-Jamison

Telephone Etiquette: Making ...Theo Gilbert-Jamison

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In most instances the telephone is the first impression that a customer has of us. If we don’t do well, it may be the last impression that they have of us – because they may not come back. Just as there is etiquette for face-to-face servi… more

Telephone Etiquette: Making Lasting First Impressions
Theo Gilbert-Jamison
Performance Solutions by Design, Inc. , English
Contact Center Excellence - Brian Flagg

Contact Center ExcellenceBrian Flagg

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Excellence is about strategy driving quality and measurements, the importance of managing variability, how to incorporate TQM into the contact center, measuring the maturity of the contact center and the corresponding value, how to hire the… more

Contact Center Excellence
Brian Flagg
The Customer-Transparent Ent... - Dennison DeGregor

The Customer-Transparent Ent...Dennison DeGregor

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The Customer- Transparent Enterprise: How Market Leaders are Using 21st Century Customer Transparency to Close the Brand/Customer Gap and Win the Customer Loyalty Wars, is the breakthrough work that has redefined an industry. Written by a r… more

The Customer-Transparent Enterprise: Beyond 20th Century CRM: How Market Leaders Are Using 21st Century Customer Transparency to Close the Brand/Customer Gap and Win the Customer Loyalty Wars
Dennison DeGregor
Motivational Press , 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
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