Customer Focus

Customer Focus

 
The Customer Loyalty Loop Fleming, Noah The Career Press, Inc. , 2017 Customer Focus

Most companies know that their customers are their most important assets and that nurturing customer loyalty is imperative to long-term growth and success. However, a majority of companies remain either fixated on lead...

 
 
What Customers Crave Webb, Nicholas J. AMACOM , 2017 Customer Focus

Merely advertising a product according to demographics is no longer enough to attract and retain customers. In order to keep customers and turn them into online advocates, a company must provide them with personalized...

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Leading the Customer Experience Cook, Sarah Taylor & Francis Group , 2015 Customer Focus

In Leading the Customer Experience, Sarah Cook argues that despite being behind the scenes, leaders play a key role in shaping customers’ front-line experiences. By creating dynamic organizational...

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The Seven Principles of Professional Services Anastasi, Shane PS Principles , 2014 Customer Focus

Many individuals strive to make the transition from subject matter expert to successful consultant. However, subject matter expertise only accounts for about 75 percent of a successful consulting engagement. The other...

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The Disney Way Capodagli, Bill | Jackson, Lynn McGraw-Hill Education , 2016 Customer Focus

In The Disney Way, Bill Capodagli and Lynn Jackson describe the masterfully honed principles and best practices that Walt Disney implemented to create the Walt Disney World Company’s unparalleled...

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Service Design for Business Reason, Ben | Lovlie, Lavrans | Brand FLu, Melvin John Wiley & Sons, Inc. , 2016 Customer Focus

Customers increasingly demand value from the services they use and expect their changing needs will be met. In Service Design for Business, Ben Reason, Lavrans Løvlie, and Melvin Brand Flu take an...

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Driven to Delight Michelli, Joseph A. McGraw-Hill Education , 2016 Customer Focus

Knowing that it was impossible to sustain a brand solely on product satisfaction alone, Mercedes-Benz USA (MBUSA) has undergone a massive cultural overhaul to ensure that its customer service was...

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The New Rules of Sales and Service Meerman, David John Wiley & Sons, Inc. , 2014 Business Strategy, Customer Focus

In The New Rules of Sales and Service, David Meerman Scott explores how the sales cycle has radically changed over the years. Online content is the driving force behind most...

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Screen to Screen Selling Devitre, Doug McGraw-Hill Education , 2016 Customer Focus, Marketing

In a world where businesses cannot survive without sales and technology exists to allow people to meet virtually, it was inevitable that the two concepts would merge. In Screen to...

 
 
What Great Service Leaders Know & Do Heskett, James L. | Sasser, Jr., W. Earl | Schlesinger, Leonard A. Berrett-Koehler Publishers, Inc. , 2015 Customer Focus, Leadership

In What Great Service Leaders Know & Do, James L. Heskett, W. Earl Sasser Jr., and Leonard A. Schlesinger leverage their extensive research and personal experience at...

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