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Author : Marion Devine,Institute of Customer Service,Ashridge Business School
Publisher : Unknown
Page : 195 pages
File Size : 45,9 Mb
Release : 2011
Category : Customer services
ISBN : 190608050X
Author : Marion Devine,Institute of Customer Service,Ashridge Business School
Publisher : Unknown
Page : 15 pages
File Size : 46,6 Mb
Release : 2011
Category : Customer services
ISBN : 1906080046
Author : Chris Lynam
Publisher : Post Hill Press
Page : 172 pages
File Size : 51,6 Mb
Release : 2022-02-01
Category : Business & Economics
ISBN : 9781637582176
Chris Lynam left a passion for screenwriting to pursue a summer job as a dance teacher. More than two decades later, he found a way to combine both passions as the co-owner of seven of the top Arthur Murray Dance Studios in the world with his wife and dance partner, Daisey. Chris firmly believes that behind the atmosphere of glitter, Tango dancing, and spray tans lies one of the greatest customer service organizations in the world. The close proximity to the clients creates a level of service where the help desk lies within a dance frame and the connection is impossible to fake. That is high touch service. In a business landscape that has been hit with hardship, wouldn’t it be crazy if the answers were right there, dancing in the background? In the past, customer service might have been the difference between a good online review and a bad one. Today, it might be the difference between staying in business and shutting down. With five customer service components, you and your business can become masters of high touch service, even in a touch free environment. Learn how to make a lasting connection with your customers; speak with clarity, conviction, and confidence; and never again leave the customer experience up to chance.
Author : Don Peppers,Martha Rogers
Publisher : Crown Business
Page : 316 pages
File Size : 47,8 Mb
Release : 2005-06-21
Category : Business & Economics
ISBN : 9780385515238
Internationally acclaimed business gurus and best-selling authors Don Peppers and Martha Rogers kicked off the CRM revolution and changed the landscape of business competition with their classic bestseller, The One to One Future. Now, in Return on Customer, they have written an even more revolutionary book, redefining the very concept of what it means to be “profitable” as a business. Virtually every manager agrees that a company’s most vital asset is its customer base – the lifetime values of all its current and future customers. Yet when companies track their financial results, they rarely take into account any change in the value of this critical asset. As a result, managers remain blind to one of the most significant factors driving genuine, lasting business success, and instead become preoccupied with achieving short-term financial goals. Return on Customer is the first book to focus on how firms create value, not just by driving current profits, but by preserving and increasing customer lifetime value. In a powerful blend of theory and practice, Peppers and Rogers demonstrate how to create shareholder value more efficiently by concentrating on Return on CustomerSM, a revolutionary business metric focused on a company’s scarcest resource – customers. By paying close attention to Return on Customer, companies can improve their profits while still conserving and replenishing long-term enterprise value. Relying on their years of experience working with many of the world’s leading companies, Peppers and Rogers take readers far beyond marketing, sales, and service. Return on Customer will revolutionize how companies think about their basic competitive strategy, product development efforts, and even the issue of business ethics and corporate governance. Return on CustomerSM is a registered service mark of Peppers & Rogers Group, a division of Carlson Marketing Group, Inc. “To remain competitive, you must figure out how to keep your customers longer, grow them into bigger customers, make them more profitable, and serve them more efficiently. And you want more of them. Unfortunately, the financial metrics you learned in business school are not easily adapted to account for the value companies generate from this scarce resource, with the right balance between current-period sales and customer lifetime value. But striking that balance is necessary if you want to know whether you’re better off investing in customer acquisition, or in product development, or opening new stores, or plant efficiency, or better qualified personnel, or more service, or cost reduction. While you may believe in your heart that a particular decision creates shareholder value, there’s no financial metric currently available to tell you how much shareholder value you actually created, or even whether you created any at all. But Return on Customer can help you. Return on Customer is a breakthrough financial metric that can quantify the actual shareholder value you are creating (or, possibly, destroying) with your various business actions and initiatives.” —from Return on Customer
Author : Jack J. Phillips
Publisher : Routledge
Page : 344 pages
File Size : 48,7 Mb
Release : 2012-06-25
Category : Business & Economics
ISBN : 9781136368332
The second edition of this bestselling book, 'Return on Investment in Training and Performance Improvement Programs,' guides you through a proven, results-based approach to calculating the Return on Investment in training and performance improvement programs. Jack Phillips has composed user-friendly ROI calculations, plus: *ten post-program data collection methods *ten strategies for determining the amount of improvement that is directly linked to training programs *ten techniques for converting both hard and soft data to monetary values 'Return on Investment in Training and Performance Improvement Programs, Second Edition' continues as a primary reference for learning how to utilize ROI to show the contribution of training, education, learning systems, performance improvement, and change initiatives throughout organizations. The book also details implementation issues, provides worksheets, and pinpoints non-monetary program benefits. A case study takes the reader through the ROI process step-by-step.
Author : BusinessNews Publishing,
Publisher : Primento
Page : 27 pages
File Size : 43,8 Mb
Release : 2014-10-28
Category : Business & Economics
ISBN : 9782511019733
The must-read summary of Don Peppers and Martha Rogers' book: "Return on Customer: Creating Maximum Value from Your Scarcest Resource". This complete summary of the ideas from Don Peppers and Martha Rogers' book "Return on Customer" presents their concept of the same name, which is a new business metric designed to measure the amount of value that a business creates by acquiring, retaining and then growing its customer base. In their book, the authors explain what causes your ROC (Return on Customer) to be negative, and how you can make changes to ensure that it is positive and value is being created. This summary provides readers with seven reasons why they should use Return on Customer as a management metric and the benefits this could bring for your business. Added-value of this summary: • Save time • Understand key concepts • Expand your business knowledge To learn more, read "Return on Customer" and discover the new way to measure your business success and add value.
Author : Alan Wilson,Valarie Zeithaml,Mary Jo Bitner,Dwayne Gremler
Publisher : McGraw Hill
Page : 539 pages
File Size : 49,7 Mb
Release : 2020-10-07
Category : Business & Economics
ISBN : 9781526847812
Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.
Author : Ron Zemke
Publisher : Human Resource Development
Page : 502 pages
File Size : 49,5 Mb
Release : 1998
Category : Customer services
ISBN : 0874254434
Author : Stewart Pearson
Publisher : Springer
Page : 445 pages
File Size : 53,5 Mb
Release : 2016-07-27
Category : Business & Economics
ISBN : 9781349137718
New competition, technology and economics have changed the behaviour of markets and the practice of marketing. Customers are more discerning, and demand more quality, service and choice. Established brands are under threat. New brands are tougher than ever to build. How to create business value by sustaining existing brands and building new brands is the priority of our major business leaders, the managers to whom they entrust their brands and the students who are the brand stewards of the future. In this book Stewart Pearson explains how to build your brands directly: by investing in the loyalty of your customers and explains the commercial realities behind today's marketing headlines.
Author : Lawrence Fogli
Publisher : John Wiley & Sons
Page : 348 pages
File Size : 52,8 Mb
Release : 2006-02-02
Category : Business & Economics
ISBN : 0787983101
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
Author : John Tschohl
Publisher : Best Sellers Publishing
Page : 388 pages
File Size : 50,7 Mb
Release : 1996
Category : Business & Economics
ISBN : 0963626841
Promotes the theory that superior customer service leads to a superior business organisation
Author : Adele Berndt,Annekie Brink
Publisher : Juta and Company Ltd
Page : 220 pages
File Size : 51,7 Mb
Release : 2004
Category : Business & Economics
ISBN : 0702161241
Customer relations management (CRM) is about maintaining long-term customer relationships. This book looks at creating and managing customer relationships and how relationship marketing, applied throughout any organisation, can create new value to build the organisation for the long term. In order to achieve CRM, companies need to focus on customer retention, a high customer commitment and a long-term perspective. The book examines the changes in the practice of marketing and the solutions offered by relationship marketing. It also analyses the profound impact of technology and how it enables the business to focus on individual customers.
Author : Sarah Cook
Publisher : Gower Publishing, Ltd.
Page : 180 pages
File Size : 49,7 Mb
Release : 2004
Category : Business & Economics
ISBN : 0566085380
Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness and explains the measurement process, from start (preparation) to finish (managing the results).
Author : Gavriel Salvendy
Publisher : John Wiley & Sons
Page : 2846 pages
File Size : 51,7 Mb
Release : 2001-05-25
Category : Business & Economics
ISBN : 0471330574
Unrivaled coverage of a broad spectrum of industrial engineering concepts and applications The Handbook of Industrial Engineering, Third Edition contains a vast array of timely and useful methodologies for achieving increased productivity, quality, and competitiveness and improving the quality of working life in manufacturing and service industries. This astoundingly comprehensive resource also provides a cohesive structure to the discipline of industrial engineering with four major classifications: technology; performance improvement management; management, planning, and design control; and decision-making methods. Completely updated and expanded to reflect nearly a decade of important developments in the field, this Third Edition features a wealth of new information on project management, supply-chain management and logistics, and systems related to service industries. Other important features of this essential reference include: * More than 1,000 helpful tables, graphs, figures, and formulas * Step-by-step descriptions of hundreds of problem-solving methodologies * Hundreds of clear, easy-to-follow application examples * Contributions from 176 accomplished international professionals with diverse training and affiliations * More than 4,000 citations for further reading The Handbook of Industrial Engineering, Third Edition is an immensely useful one-stop resource for industrial engineers and technical support personnel in corporations of any size; continuous process and discrete part manufacturing industries; and all types of service industries, from healthcare to hospitality, from retailing to finance. Of related interest . . . HANDBOOK OF HUMAN FACTORS AND ERGONOMICS, Second Edition Edited by Gavriel Salvendy (0-471-11690-4) 2,165 pages 60 chapters "A comprehensive guide that contains practical knowledge and technical background on virtually all aspects of physical, cognitive, and social ergonomics. As such, it can be a valuable source of information for any individual or organization committed to providing competitive, high-quality products and safe, productive work environments."-John F. Smith Jr., Chairman of the Board, Chief Executive Officer and President, General Motors Corporation (From the Foreword)
Author : Ira S. Kalb
Publisher : K&A Press
Page : 444 pages
File Size : 50,8 Mb
Release : 1992
Category : Industrial management
ISBN : 9780924050022