Keeping The Customer Satisfied

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Customer Satisfaction is Worthless, Customer Loyalty is Priceless

Author : Jeffrey H. Gitomer
Publisher : Bard Press (TX)
ISBN 13 :
Total Pages : 330 pages
Book Rating : 4.3/5 ( download)

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Book Synopsis Customer Satisfaction is Worthless, Customer Loyalty is Priceless by : Jeffrey H. Gitomer

Download or read book Customer Satisfaction is Worthless, Customer Loyalty is Priceless written by Jeffrey H. Gitomer and published by Bard Press (TX). This book was released on 1998 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.

Keeping the Customer Satisfied

Author : William J. Trimble
Publisher :
ISBN 13 :
Total Pages : 136 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis Keeping the Customer Satisfied by : William J. Trimble

Download or read book Keeping the Customer Satisfied written by William J. Trimble and published by . This book was released on 1989 with total page 136 pages. Available in PDF, EPUB and Kindle. Book excerpt: An overview of field service issues discusses how to provide the top-quality service customers expect and elaborates on service issues relating to complex computer-based products.

The Satisfied Customer

Author : Claes Fornell
Publisher : Palgrave MacMillan
ISBN 13 :
Total Pages : 264 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis The Satisfied Customer by : Claes Fornell

Download or read book The Satisfied Customer written by Claes Fornell and published by Palgrave MacMillan. This book was released on 2007-11-27 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt: A leading expert redefines customer service for the twenty-first century

1,001 Ways to Keep Customers Coming Back

Author : Donna Greiner
Publisher : Crown Currency
ISBN 13 : 0307553957
Total Pages : 241 pages
Book Rating : 4.3/5 (75 download)

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Book Synopsis 1,001 Ways to Keep Customers Coming Back by : Donna Greiner

Download or read book 1,001 Ways to Keep Customers Coming Back written by Donna Greiner and published by Crown Currency. This book was released on 2011-07-20 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Sure-Fire, Can't-Miss Tips, Techniques, and Ideas for Building Lifelong Customer Loyalty Imagine having the customer-service secrets of the world's most successful businesses right at your fingertips. With this book you can! Authors Donna Greiner and Theodore Kinni spent five years uncovering how Nordstrom, Southwest Airlines, Ritz-Carlton, American Express, and other world-class companies keep their customers for life. The result is 1,001 timely, entertaining, and brilliantly inventive customer-retention ideas. Inside, you'll discover the secrets to: ·Creating products/services tailored to your customers' needs ·Recognizing and rewarding your most profitable trophy customers ·Using three kinds of guarantees to build customer trust ·Turning first-time customers into frequent buyers ·And much more!

Managing Markets and Customers

Author : Pergamon Flexible Learning
Publisher : Routledge
ISBN 13 : 0750680202
Total Pages : 134 pages
Book Rating : 4.7/5 (56 download)

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Book Synopsis Managing Markets and Customers by : Pergamon Flexible Learning

Download or read book Managing Markets and Customers written by Pergamon Flexible Learning and published by Routledge. This book was released on 2006 with total page 134 pages. Available in PDF, EPUB and Kindle. Book excerpt: More and more managers are looking for customer focus to help fight the pressures of rising costs, global competition and falling sales. But it's not simply a case of trying to get closer to your customers. There are more strategic decisions that if made can make your marketing more lean, more focused and more successful. Managing Customers and Markets explores what market orientation means and the key things you need to be able to do as a manager to make a difference. Understand market orientation and what it means for you Recognise ways you can contribute to customer value in your organisation. Explore how to improve customer satisfaction and customer relationships Evaluate your competitive advantage and changes that could be made to structure, products and services to enhance the offer Identify techniques for developing new markets and products. * Authoritative but accessible and lively material * New, exciting and flexible approach to management development

The Effortless Experience

Author : Matthew Dixon
Publisher : Penguin
ISBN 13 : 0698137582
Total Pages : 258 pages
Book Rating : 4.6/5 (981 download)

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Book Synopsis The Effortless Experience by : Matthew Dixon

Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

Managing Markets and Customers

Author : Elearn
Publisher : Routledge
ISBN 13 : 1136383239
Total Pages : 134 pages
Book Rating : 4.1/5 (363 download)

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Book Synopsis Managing Markets and Customers by : Elearn

Download or read book Managing Markets and Customers written by Elearn and published by Routledge. This book was released on 2012-11-12 with total page 134 pages. Available in PDF, EPUB and Kindle. Book excerpt: More and more managers are looking for customer focus to help fight the pressures of rising costs, global competition and falling sales. But it’s not simply a case of trying to get closer to your customers. There are more strategic decisions that if made can make your marketing more lean, more focused and more successful. Managing Customers and Markets explores what market orientation means and the key things you need to be able to do as a manager to make a difference. Understand market orientation and what it means for you Recognise ways you can contribute to customer value in your organisation. Explore how to improve customer satisfaction and customer relationships Evaluate your competitive advantage and changes that could be made to structure, products and services to enhance the offer Identify techniques for developing new markets and products.

Customer Loyalty

Author : Jill Griffin
Publisher : Jossey-Bass
ISBN 13 :
Total Pages : 260 pages
Book Rating : 4.3/5 ( download)

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Book Synopsis Customer Loyalty by : Jill Griffin

Download or read book Customer Loyalty written by Jill Griffin and published by Jossey-Bass. This book was released on 1997-06-26 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Studies show that customer satisfaction does not equate with continued sales--it is the "loyal" customer who resists the competitor's tempting offers. This pragmatic guide outlines a savvy, seven-step process for turning prospects into customers and customers into loyal advocates.

Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000

Author : Pete Blackshaw
Publisher : Crown Currency
ISBN 13 : 038552675X
Total Pages : 210 pages
Book Rating : 4.3/5 (855 download)

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Book Synopsis Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 by : Pete Blackshaw

Download or read book Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 written by Pete Blackshaw and published by Crown Currency. This book was released on 2008-07-08 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s Internet-driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls "consumer-generated media"—blogs, social networking pages, message boards, product review sites—even a single disgruntled customer can broadcast his complaints to an audience of millions. Blackshaw shows managers, marketers, and business leaders how to establish and maintain credibility for their brand by being authentic, listening and responding to customers, and forming relationships built on openness, transparency, and trust.Filled with stories based on his experience working with Fortune 500 brands such as Toyota, Dell, Nike, Sony, General Motors, Hershey, Unilever, Nestlé, Lexus, and Bank of America, Blackshaw offers a clear strategy to sustain a competitive advantage by creating enduring, loyal relationships with today’s consumer.

Customer Satisfaction

Author : Nigel Hill
Publisher : The Leadership Factor
ISBN 13 : 0955416116
Total Pages : 322 pages
Book Rating : 4.9/5 (554 download)

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Book Synopsis Customer Satisfaction by : Nigel Hill

Download or read book Customer Satisfaction written by Nigel Hill and published by The Leadership Factor. This book was released on 2007 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.

Customer Experience 3.0

Author : John A. Goodman
Publisher : HarperChristian + ORM
ISBN 13 : 0814433898
Total Pages : 279 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Customer Experience 3.0 by : John A. Goodman

Download or read book Customer Experience 3.0 written by John A. Goodman and published by HarperChristian + ORM. This book was released on 2014-08-12 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.

Effective Customer Relationship Management

Author :
Publisher : Cambria Press
ISBN 13 : 1621969339
Total Pages : 132 pages
Book Rating : 4.6/5 (219 download)

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Book Synopsis Effective Customer Relationship Management by :

Download or read book Effective Customer Relationship Management written by and published by Cambria Press. This book was released on with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Managing Markets and Customers Revised Edition

Author : Elearn
Publisher : Routledge
ISBN 13 : 1136383166
Total Pages : 133 pages
Book Rating : 4.1/5 (363 download)

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Book Synopsis Managing Markets and Customers Revised Edition by : Elearn

Download or read book Managing Markets and Customers Revised Edition written by Elearn and published by Routledge. This book was released on 2009-11-03 with total page 133 pages. Available in PDF, EPUB and Kindle. Book excerpt: Stuck for ideas, inspiration or just want to work differently? Management Extra brings all the best management thinking together in one package. The books are practical and well structured to provide an in depth treatment of these management topics. Titles in the series: * Business Environment * Change Management * Development for High Performance * Effective Communications * Financial Management * Information and Knowledge Management * Leadership and Management in Organisations * Leading Teams * Making Sense of Data and Information * Managing Markets and Customers * Managing for Results * Managing Health, Safety and Working Environment * Managing Legal and Ethical Principles * Managing Yourself * Positive Working Relationships * Project Management * Quality and Operations Management * Reaching Your Goals Through Innovation * Recruitment and Selection * Reputation Management The series fuses key theories and concepts with applied activities to help managers examine how they work in practice. The books are created with individuals in mind. They are designed to help you improve your management skills. Management Extra can also be used in conjunction with management programmes of study aligned to standards. Each of the books has case studies, self assessments and activities all underpinned by knowledge and understanding of the frameworks and techniques required to improve performance. Management Extra provides managers and trainers with a handbook for action and development. "You found it – what a find! A practical resource packed with all the relevant theory and suggested activities to support your professional development. An essential resource to have at your fingertips, jump in and enjoy." --Russell Jeans, Learning and Development Manager, ntl "All the essential concepts are here, presented in an easily digestible format with lots of up to date case studies and references – but, most importantly, with plenty of thought provoking activities and self-diagnostic exercises to make the learning personal and transferable." --Peter Manning, Head of Training & Development, News International Newspapers Ltd

A Critical Study of Customer Satisfaction Levels with Specific Reference to Maharashtra State Electricity Distribution Company Limited in Pune City

Download A Critical Study of Customer Satisfaction Levels with Specific Reference to Maharashtra State Electricity Distribution Company Limited in Pune City PDF Online Free

Author : Ashok ShripadraoKurkoti
Publisher : Archers & Elevators Publishing House
ISBN 13 : 9385640631
Total Pages : pages
Book Rating : 4.3/5 (856 download)

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Book Synopsis A Critical Study of Customer Satisfaction Levels with Specific Reference to Maharashtra State Electricity Distribution Company Limited in Pune City by : Ashok ShripadraoKurkoti

Download or read book A Critical Study of Customer Satisfaction Levels with Specific Reference to Maharashtra State Electricity Distribution Company Limited in Pune City written by Ashok ShripadraoKurkoti and published by Archers & Elevators Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Customer Experience Management in the Caribbean

Author : Leslie-Ann Jordan
Publisher : CABI
ISBN 13 : 1800626770
Total Pages : 198 pages
Book Rating : 4.8/5 (6 download)

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Book Synopsis Customer Experience Management in the Caribbean by : Leslie-Ann Jordan

Download or read book Customer Experience Management in the Caribbean written by Leslie-Ann Jordan and published by CABI. This book was released on 2024-09-18 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Diving into the evolution of Customer Experience this text offers an insightful exploration of the paradigm shift from customer service to Customer Experience (CX) within the Caribbean context. Unveiling the dynamics of CX's influence on satisfaction, loyalty, and business profitability, this book delves into strategic planning, employee development, data-driven decisions, and emerging technological trends. Scholars and practitioners within customer service, services marketing, customer experience management and customer relationship marketing in the retail hospitality and tourism, financial, health care and education sectors will find this a valuable resource on CX's transformative power in this region and beyond.

The Agile Enterprise

Author : Nirmal Pal
Publisher : Springer Science & Business Media
ISBN 13 : 9780387243733
Total Pages : 356 pages
Book Rating : 4.2/5 (437 download)

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Book Synopsis The Agile Enterprise by : Nirmal Pal

Download or read book The Agile Enterprise written by Nirmal Pal and published by Springer Science & Business Media. This book was released on 2005-05-26 with total page 356 pages. Available in PDF, EPUB and Kindle. Book excerpt: One of the first widely available resources on the subject of adaptive enterprise. The text takes on a new and burgeoning field of study and development and provides the opportunity to help shape and guide the thinking of decision makers in the world of both public and private sectors. The authors contribute a wealth of experience from professional situations having worked for IBM Global Services Consulting Group and SAP Institute for Innovation and Development.

Stay Relevant To Stay Profitable: Service Transformation Strategies To Grow Your Customers In Unprecedented Times

Author : Neeta Lachmandas-sakellariou
Publisher : World Scientific
ISBN 13 : 9811274282
Total Pages : 273 pages
Book Rating : 4.8/5 (112 download)

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Book Synopsis Stay Relevant To Stay Profitable: Service Transformation Strategies To Grow Your Customers In Unprecedented Times by : Neeta Lachmandas-sakellariou

Download or read book Stay Relevant To Stay Profitable: Service Transformation Strategies To Grow Your Customers In Unprecedented Times written by Neeta Lachmandas-sakellariou and published by World Scientific. This book was released on 2023-09-13 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service transformation is about ensuring that you stay relevant to your consumers. The world is seeing unprecedented change and your customers are also changing alongside this. How do you stay relevant to them so that they stay loyal to you?Whether it is technological disruption or the Covid-19 pandemic that has engulfed communities across the globe, businesses are being forced to take a closer look at how they survive, thrive, and generate new value. If history has taught us anything, it is that discontinuity is a part and parcel of the business cycle.The first part of the book provides a macro perspective. What are the trends that are going to have significant impact on consumption in the years to come? In tandem, it explores concepts like customer satisfaction and using data.The second part of the book is about zooming in and details putting transformation initiatives in place through a framework (Explore, Engage and Expand) that looks at the key components of embarking on transformation. For example, understanding customers and their service journeys. How do you write the brief in a way that allows fresh ideas? How do you test ideas before investing capital in production? What are some of the considerations before you can roll out or scale your new idea.Finally, the third part of the book focuses on the core of creating a strong and sustainable business. This includes understanding customer's expectations, ensuring you deliver what is promised, understanding where the service processes fail and the role that leadership and culture play in building a business that is able to change with adapt to changing times.