CUSTOMER services

CUSTOMER services

 
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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Uncontainable Tindell, Kip Hachette Book Group , 2014 Business Biographies

In 1978, Kip Tindell and his partners founded The Container Store, a Dallas-based retail store that would help its customers save time and space with innovative storage and organization solutions. The Container Store...

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Digital Marketing Strategy Kingsnorth, Simon Kogan Page Limited , 2016 Marketing

Major lifestyle shifts due to technological advances in the past 20 years have meant an accelerated pace of change in the field of marketing, particularly within digital marketing. While digital departments have...

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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 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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Edge Strategy Lewis, Alan | McKone, Dan Harvard Business School Publishing Corporation , 2016 Business Strategy

Companies that spend their entire time focused on their core products or on introducing new products to new markets seem to be the norm. However, a less risky, less volatile way to increase revenues and profits...

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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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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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