CUSTOMER services
CUSTOMER services
Organizations that develop and sustain a customer focus have an essential competitive advantage in today's service economy. Customer-savvy companies understand that this hinges on fundamentally transforming the way a...
In Pay Attention!, Ann Thomas and Jill Applegate present a guide for addressing the customer service challenge in a modern age where consumers are more skeptical, demanding, and self-reliant. Things...
Tony Hsieh, CEO of Zappos and one of the most widely successful e-commerce vendors on the Internet, has quickly risen through the ranks of corporate America. He has established himself as one of the premier thought...
Most aspects of business equate to a process. However, those processes are frequently not as efficient or effective as they could be. Business process improvement or BPI can help companies demonstrate greater customer...
In Service Innovation, innovation strategist Lance A. Bettencourt shows marketers what they need to do to ensure that customers’ service needs are met. Based on the author’s nearly 20 years of...
Based on interviews with industry professionals at various levels as well as hard-to-believe but true reports of bad customer service, Your Call Is (not that) Important to Us investigates the inner...
In What’s the Secret?, businessman and customer service consultant John R. DiJulius III reveals the success of his and other companies using Secret Service, hidden systems that use customer...
The key to a successful business is customer loyalty. Building enduring business relationships is a timeless strategy that transcends factors that are out of a service organization’s control, including technological...
Traditionally, marketers have focused on the “four Ps”: product, price, place, and promotion. Marketing spending, however, can be a large expense for companies and it is often unclear whether that spending leads to the...
