Business : Customer Service

From Dr. Tony Carter, a leading authority in business management, comes a book to give your company the winning edge. Customer Advisory Boards: A Strategic Tool for Customer Relationship Building examines the customer advisory board one of the most effective competitive tools for building and maintaining customer satisfaction. This business guide shows how to create and make use of an effective customer advisory board, and how doing so can give your company a marketing advantage and improve vital aspects of business, including customer responsiveness, trust-building, and customer satisfaction. This book is vital for anyone who has customers and wants their loyalty. more...

Price: $49.95

Customer Management Excellence determines the processes required for organisations to embark on service excellence programmes. It is designed to reduce the time of implementation from years to months, and discusses new thinking behind the emergence of customer service as a differentiator as well as exploring future trends. This is very much a 'How To' book aimed at giving the reader a real competitive advantage. The case studies reflect the innovation, motivation and determination of some of the nation's leading players in their pursuit of service excellence. more...

Price: $70.00

Customer Obsession is an invaluable hands-on guide to the next generation of customer relationship marketing. Abaetê de Azevedo and Ricardo Pomeranz, top leaders at the world-renowned direct marketing agency Rapp Collins, reveal how businesses of any size can develop a global strategy that embraces today's empowered consumers and encourages the development of meaningful, profitable relationships with them. Sharing insider details from Rapp Collins's breakthrough methodology, the authors provide the tools to implement the next level of relationship marketing, enabling you to pinpoint the unique value of every customer and specific direct marketing techniques for winning them over. You get practical steps for integrating your brand communications and identifying a strong marketing concept to create a campaign that establishes personalized connections with consumers. Then, you'll learn how to: Implement your relationship marketing program in four phases: strategic analysis, planning, implementation, and control; Utilize databases to gather individualized information and create targeted messages; Create specific campaigns that are relevant to different segments of consumers; Measure marketing campaign results with ROI calculation models; Develop practices that will continuously improve ROI. Rounding out this invaluable guide are illuminating case studies of numerous national and international brands that successfully used relationship marketing to meet their communication needs. Customer Obsession is the definitive roadmap for all businesses that want to achieve the maximum return for their marketing investments. more...

Price: $27.95

This title is all about the latest techniques for attracting and retaining customers. It looks at techniques of "customerized selling", how to create a culture of creativity in your business; ideas for customer service skills, and how to segment your customers by value, pattern and buying criteria. more...

Price: $24.95

For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis. Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement. more...

Price: $51.95