The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World
Autor C. Britt Beemer, Robert Shooken Limba Engleză Hardback – 16 noi 2008
A combination of extensive market research unprecedented in scope, as well as close studies of fourteen companies that excel in the area of customer service, The Customer Rules distills profitable lessons on how to achieve strong customer loyalty. Referencing specific research findings, Beemer and Shook examine the obstacles that too often distract a company's focus from its most important task--providing preeminent service and creating a unique customer experience. The authors then supply fourteen workable solutions to ensure the return of customers time and time again, including:
- Instill the importance of customer service in every employee
- Use a “small-town” approach to meeting customers' needs no matter how big your company is
- Develop a unique identity your customers will seek out
- Maintain a focus on the customer before, during, and after the sale
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Specificații
ISBN-13: 9780071603652
ISBN-10: 0071603654
Pagini: 332
Dimensiuni: 158 x 231 x 27 mm
Greutate: 0.64 kg
Editura: McGraw Hill Education
Colecția McGraw-Hill
Locul publicării:United States
ISBN-10: 0071603654
Pagini: 332
Dimensiuni: 158 x 231 x 27 mm
Greutate: 0.64 kg
Editura: McGraw Hill Education
Colecția McGraw-Hill
Locul publicării:United States
Cuprins
Introduction
1 Everyone’s Job
2 Sell Your Employees First
3 The Company Culture
4 Being Big, Thinking Small
5 The Total Customer Experience—Before, During, and After the Sale
6 The Personal Touch
7 It’s about Time
8 Why Selling a Service Differs from Selling a Product
9 When Price Rules
10 Multiple Tiers of Customers
11 Satisfy Main Street First, Then Wall Street
12 The Power of a Strong Brand
13 The Value of a Customer
14 Change Is Constant
Afterword
Endnotes
Index
1 Everyone’s Job
2 Sell Your Employees First
3 The Company Culture
4 Being Big, Thinking Small
5 The Total Customer Experience—Before, During, and After the Sale
6 The Personal Touch
7 It’s about Time
8 Why Selling a Service Differs from Selling a Product
9 When Price Rules
10 Multiple Tiers of Customers
11 Satisfy Main Street First, Then Wall Street
12 The Power of a Strong Brand
13 The Value of a Customer
14 Change Is Constant
Afterword
Endnotes
Index