Customer Focus

Customer Focus

 
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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The Challenger Sale Dixon, Matthew | Adamson, Brent Portfolio/Penguin , 2011 Customer Focus

In today's business environment, customers appreciate sales professionals who present them with new ideas and identify innovative ways to help their businesses succeed. Research conducted by CEB...

 
 
Customer-Centric Marketing Richardson, Neil | James, Jon | Kelley, Neil Kogan Page Limited , 2015 Customer Focus, Marketing

In Customer-Centric Marketing, Neil Richardson, Jon James, and Neil Kelley use case studies in connection with marketing tools and theories to provide a step-by-step...

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Decoding the Irrational Consumer Bridger, Darren Kogan Page Limited , 2015 Customer Focus, Marketing

Neuromarketing may be a comparatively new science, but its potential for uncovering the hidden triggers that drive buying decisions is endless. In Decoding the Irrational Consumer...

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