Customer Focus

Customer Focus

 
The Ultimate Question 2.0 Reichheld, Fred | Markey, Rob Harvard Business School Publishing Corporation , 2014 Customer Focus

The importance of measuring and understanding customer and employee satisfaction has increased exponentially with the widespread use of social media tools. In the Harvard Business School Publishing title The...

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Uncommon Service Frei, Frances | Morriss, Anne Harvard Business School Publishing Corporation , 2014 Customer Focus

In Harvard Business School Publishing’s Uncommon Service, Frances Frei and Anne Morriss challenge conventional thinking about customer service. They present that quality customer service is immersed in...

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Tilt Dawar, Niraj Harvard Business School Publishing Corporation , 2013 Business Strategy, Customer Focus

It used to be that businesses gained competitive advantage by having the best products and selling them at competitive prices. They focused their efforts upstream—on production processes, materials sourcing, and the...

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Highly Recommended Rand, Paul M. McGraw-Hill Education , 2014 Customer Focus, Marketing

In Highly Recommended, Paul M. Rand presents a guidebook for businesses that want to leverage the power of customer recommendations and word of mouth influence. Drawing on real-life success stories...

 
 
Employees First, Customers Second Nayar, Vineet Harvard Business School Publishing Corporation , 2010 Business Strategy, Customer Focus

In 2005, Vineet Nayar took over one of India’s leading suppliers of IT services. He saw a company doing well but headed for potential disaster as it failed to keep up with the pace of change in the industry. Just as...

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Reshaping Retail Niemeier, Stefan | Zocchi, Andrea | Catena, Marco John Wiley and Sons Ltd. , 2013 Business Strategy, Customer Focus, Technology

As Stefan Niemeier, Andrea Zocchi, and Marco Catena explain in Reshaping Retail, digital technology is in the process of radically transforming the retail industry. Technological change has served...

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Instagram Power Miles, Jason G. McGraw-Hill Education , 2014 Customer Focus, Relationships, Technology

Instagram Power is the latest in Jason G. Miles’s “Power Book” series, which explores various marketing strategies using social media platforms. Instagram is a unique platform because it was designed...

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The Profitable Consultant Niblick, Jay John Wiley & Sons, Inc. , 2013 Business Strategy, Customer Focus, Economics & Finance

The Profitable Consultant tells beginning management consultants how and why to get started. Jay Niblick advocates and explains processes called “education-based marketing” and “the diagnostic sales...

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Superstar Customer Service Conlow, Rick | Watsabaugh, Doug The Career Press, Inc. , 2014 Customer Focus

In a competitive market, keeping customers satisfied and loyal is vital. Employees who can provide excellent customer service are invaluable assets who create pathways for their own career advancement. In ...

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Service-Ability Robson, Kevin John Wiley & Sons, Ltd. , 2013 Customer Focus

Since the end of World War II, the rise of the service economy has been widespread. Along with the rise of a diverse service sector, there has been a rapid increase in technology and little change in the way businesses...

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