Customer Focus
Customer Focus
Although creating a successful service operation is truly difficult, sustaining its success is even more so. Services are performances, and the challenge of sustaining a high level of performance on a continuous basis...
Cafferky provides practical, common sense guidelines that any company, no matter what the situation, industry, or business, can use to formulate and implement an effective word-of-mouth promotional plan immediately....
In Keeping Customers for Life, Cannie and Caplin present what they consider to be the best work in customer satisfaction being done by companies they call "islands" of service excellence. They...
Davis’s methodology draws the focus away from short-term features and benefits toward a long-term mindset that continually strives to add value over time. It is this mindset that will differentiate one salesperson from...
The Customer Is Usually Wrong doesn’t blame less than satisfactory service on the customer, but instead thinks an organization must determine what customers believe its service to be; create...
The premature arrival of the future is a major problem for business managers. Most businesses are involved in what happened yesterday rather than in managing what will happen tomorrow. Today is all that you can control...
This is the beginning of an era in which the focus must be on the customer rather than on the product or market. Businesses with the right customer service philosophy and practices will be the ones with the competitive...
The service sector has substantially impacted the U.S. economy, generating 44 million new jobs in the past three decades and softening the effects of every recession since World War II. Added value has moved from the...
In 1912, the Procter and Gamble Company introduced Crisco, a solid vegetable shortening that was created in the lab and advertised as a replacement for the usual animal fats. P&G then turned from product...
