Sticky Customer Service

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Sticky Customer Service

Peter Lyle DeHaan
Sticky Customer Service Book PDF

Author : Peter Lyle DeHaan
Publisher : Peter DeHaan Publishing Inc
Page : 101 pages
File Size : 45,8 Mb
Release : 2021-06-17
Category : Business & Economics
ISBN : 9781948082587

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Sticky Customer Service by Peter Lyle DeHaan Pdf

Do you lose customers about as fast as you gain them?= It doesn't have to be that way. Customer service isn't a once-and-done effort. It takes ongoing work to truly meet your customers' expectations. In Sticky Customer Service, unearth practical, action-oriented insights to help you turn customer service from an embarrassing weakness into a business strength. With over three decades of business and entrepreneurial experience, Peter Lyle DeHaan, PhD, offers his prescriptions to serve customers better and stop driving them away. You'll discover: - The three key areas where customer service occurs and why they must work together. - How to avoid common errors that too many businesses make. - Why delighting customers is not the best approach and sets up future failure. Based on a lifetime of real-world examples, Sticky Customer Service reveals customer service gone wrong and customer service done well. Customer service is not a set-it-and-forget-it initiative. Never lose sight of this. Sticky Customer Service will keep you moving forward and on track. Uncover helpful customer service tips through this compelling read, encouraging you to do better and celebrating what you do best. Learn how to meet your customers' expectations every chance you get. Get Sticky Customer Service and turn customer retention into a strength.

Sticky Branding

Jeremy Miller
Sticky Branding Book PDF

Author : Jeremy Miller
Publisher : Dundurn
Page : 277 pages
File Size : 40,8 Mb
Release : 2015-01-10
Category : Business & Economics
ISBN : 9781459728127

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Sticky Branding by Jeremy Miller Pdf

#1 Globe and Mail Bestseller 2016 Small Business Book Awards — Nominated, Marketing category Sticky Brands exist in almost every industry. Companies like Apple, Nike, and Starbucks have made themselves as recognizable as they are successful. But large companies are not the only ones who can stand out. Any business willing to challenge industry norms and find innovative ways to serve its customers can grow into a Sticky Brand. Based on a decade of research into what makes companies successful, Sticky Branding is your branding playbook. It provides ideas, stories, and exercises that will make your company stand out, attract customers, and grow into an incredible brand. Sticky Branding’s 12.5 guiding principles are drawn from hundreds of interviews with CEOs and business owners who have excelled within their industries.

Branded Customer Service

Janelle Barlow,Paul Stewart
Branded Customer Service Book PDF

Author : Janelle Barlow,Paul Stewart
Publisher : Berrett-Koehler Publishers
Page : 238 pages
File Size : 46,7 Mb
Release : 2006-09-14
Category : Business & Economics
ISBN : 9781609943233

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Branded Customer Service by Janelle Barlow,Paul Stewart Pdf

Branding is an integral part of modern business strategy. But while there are dozens of books on branding products and marketing campaigns, nobody has applied the logic and techniques of branding to customer service -- until now. Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with organizational representatives. Janelle Barlow and Paul Stewart show how to infuse an entire organization with brand values and create a recognizable style of service that reflects brand promises and brand images.

Superior Customer Service

Dan Blacharski
Superior Customer Service Book PDF

Author : Dan Blacharski
Publisher : Atlantic Publishing Company
Page : 290 pages
File Size : 49,7 Mb
Release : 2006
Category : Business & Economics
ISBN : 9780910627528

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Superior Customer Service by Dan Blacharski Pdf

This book details how to care for customers and how to make superior service happen and keep customers coming back to your store or web site. You will learn practical and innovative tips and tricks that are easy to implement and can be applied immediately. This book is a ready-made, in-house training workshop and step-by-step manual for creating superior customer service. Learn from successful companies what works and what doesn't to help keep customers racing back to your business.

High-Tech, High-Touch Customer Service

Micah Solomon
High Tech High Touch Customer Service Book PDF

Author : Micah Solomon
Publisher : AMACOM
Page : 268 pages
File Size : 43,6 Mb
Release : 2012-05-26
Category : Business & Economics
ISBN : 9780814417911

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High-Tech, High-Touch Customer Service by Micah Solomon Pdf

Twitter, smartphones, and self-service kiosks are taking over, and tech-savvy business dealings are no longer an advantage--they’re a requirement. With entertaining humor and inarguable logic, author Micah Solomon offers surefire strategies for success by exploring the timelessness of customer service (i.e., what hasn’t changed), the high-tech tools that could give you a customer service advantage, and the systemic social shifts that are changing your customer’s expectations of the way you do business. You’ll learn inside secrets of wildly successful customer service initiatives, from internet startups to venerable brands, and how to turn casual customers into fervent supporters who will spread the word far and wide--online and off. High-Tech, High-Touch Customer Service does this by teaching readers the six major customer trends and what they mean for business; the eight unbreakable rules for social media customer service; how to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums; how to understand and leverage the rising power of self-service; and how to build a company culture that breeds stellar customer service.With special features including lessons from the latest newsworthy customer service blunders, you’ll be equipped to retool old-fashioned customer service and turn time-strapped, screen-addicted, value-savvy, and socially engaged critics into fervent loyal customers who help your business thrive.

Customer Service In An Instant

Keith Bailey,Karen Leland
Customer Service In An Instant Book PDF

Author : Keith Bailey,Karen Leland
Publisher : Red Wheel/Weiser
Page : 166 pages
File Size : 50,5 Mb
Release : 2008-06-01
Category : Business & Economics
ISBN : 9781601638755

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Customer Service In An Instant by Keith Bailey,Karen Leland Pdf

The In An Instant series is a brand of user-friendly, engaging, and practical reference guides on core business topics, which capitalizes on the authors' extensive experience and knowledge, as well as interviews they have conducted with leading business experts. Written in an upbeat and engaging style, the series presents 60 tips and techniques with anecdotes, examples, and exercises that the reader can immediately apply to make their work life more efficient, effective, and satisfying. Customer Service in an Instant offers techniques and tips for maintaining customer loyalty, finding new customers, understanding customer concerns, using technology to develop relationships, and developing essential skills for customer service success.

The Effortless Experience

Matthew Dixon,Nick Toman,Rick DeLisi
The Effortless Experience Book PDF

Author : Matthew Dixon,Nick Toman,Rick DeLisi
Publisher : Penguin
Page : 256 pages
File Size : 51,5 Mb
Release : 2013-09-12
Category : Business & Economics
ISBN : 9780698137585

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The Effortless Experience by Matthew Dixon,Nick Toman,Rick DeLisi Pdf

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.

Powerful Phrases for Effective Customer Service

Renée Evenson
Powerful Phrases for Effective Customer Service Book PDF

Author : Renée Evenson
Publisher : HarperChristian + ORM
Page : 303 pages
File Size : 41,9 Mb
Release : 2012-09-12
Category : Business & Economics
ISBN : 9780814420331

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Powerful Phrases for Effective Customer Service by Renée Evenson Pdf

Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.

Strategic Customer Service

John Goodman
Strategic Customer Service Book PDF

Author : John Goodman
Publisher : AMACOM
Page : 289 pages
File Size : 49,5 Mb
Release : 2019-02-05
Category : Business & Economics
ISBN : 9780814439067

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Strategic Customer Service by John Goodman Pdf

Any organization can win more customers and increase sales if they learn to be more strategic with their customer service. When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up, but never come back? Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty. Strategic Customer Service is a data-packed roadmap that shows you how. This invaluable resource distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to: Gather and analyze customer feedback Empower employees to fix problems Track your impact on revenue Generate sensational word of mouth Tap opportunities to cross-sell and up-sell Strategic Customer Service draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach you how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line. Why settle for passive service? Make a business case for ramping up operations—and get the tools for making it pay off. Transform customer service into a strategic function, and reap benefits far exceeding investments.

Sticky Customers

Mike Boreham
Sticky Customers Book PDF

Author : Mike Boreham
Publisher : CreateSpace
Page : 206 pages
File Size : 49,8 Mb
Release : 2015-03-11
Category : Electronic
ISBN : 1508844275

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Sticky Customers by Mike Boreham Pdf

It's safe to say that the fundamentals of good customer service remain true today as they have been for decades. But what does it take to deliver exceptional service on a long-term basis? How do you stop your customers from comparing you with your competition based on price alone? How do you make your customers stick to you like glue? Sticky Customers is aimed at leaders of service-based organisations, small and large, who are looking to re-evaluate their service strategies and to find new ways to get closer to their customers. By avoiding theoretical waffle and using sixteen easy-to-follow models that will inform and entertain your teams as they improve, realign and ultimately deliver the service your customers will find invaluable. Mike Boreham and Nadeem Mohammed are experienced Service Transformation practitioners bringing over 50 years of practical experience ranging from blue-chip organisations to one-person start-ups to this book. Combining the very best industry tried and tested models, with innovations in areas where they found shortcomings, they have created a service framework that any organisation can use to get to the heart of their customers; plan and manage change; transform delivery; align technology; and, deliver a world class service to their customers. Topics include: - Mapping the customer journey - Giving your customers what they want - Creating a 90-Day action plan - Communicating the plan - Productising your services - Redefining your operating model - Prioritising technology investments - Aligning technology with business objectives - Align account teams to accelerate performance - Transforming company culture - Creating the us - Promoting customer self-service technology - Customer integrated information management - Process improvement These simple to adopt strategies will help you to streamline your service, cut costs and increase profit - and more importantly give your company the Wow! factor it needs to truly thrive.

IT Services Business Management

DUBEY SANJIVA SHANKAR
IT Services Business Management Book PDF

Author : DUBEY SANJIVA SHANKAR
Publisher : PHI Learning Pvt. Ltd.
Page : 222 pages
File Size : 50,5 Mb
Release : 2012-02-11
Category : Business & Economics
ISBN : 9788120345317

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IT Services Business Management by DUBEY SANJIVA SHANKAR Pdf

In IT Services, the businesses are managed with a customer-centric approach. This book, through various concepts, processes and stages, explores the need and framework of IT Services business, and how they are managed to deliver services par excellence. The book comprehensively explains how ITSE (IT Services Enterprises) strategies are analyzed and formulated with the help of three-dimensional cube—customer-centricity, niche vs. end-to-end offering and disruptive innovation vs. gradual innovation. The book further teaches that a good marketing must start with an integrative vision of the ITS Enterprise, and reveals how a customer plays a dominant role in co-creating IT Services. It also details on the various stages of sales cycle called Sales funnel, and how the sales team manages the sales opportunity’s progress. The concluding chapters discuss the aspects needed for the survival and growth of the ITSE firms; the factors that propel growth—Demand, Quality of the business environment and Supply response of an enterprise. It also shows how the future of the IT Services depend on the combination of—Business environment, Information and Communication Technology (ICT) trends, IT Services business model trends and IT governance trends. The book is well-supported with the diagrams and illustrations to explain the concepts clearly. The Review Questions are also incorporated to analyze the students’ learning skills. The book is intended for the postgraduate students of business administration, MCA and MSc (IT). Besides, the book will also be beneficial for the IT Services executives and managers.

From Novice to Novus

Sapna Handa
From Novice to Novus Book PDF

Author : Sapna Handa
Publisher : Notion Press
Page : 120 pages
File Size : 45,6 Mb
Release : 2019-09-22
Category : Self-Help
ISBN : 9781645877332

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From Novice to Novus by Sapna Handa Pdf

From Novice to Novus is an essential toolkit for all those who are struggling in their journey from being nothing to becoming something. Each chapter in the book, like the chapters in your real life, is meant to shape you, mould you, so that you become the NOVUS you. Our journey from NOVICE to NOVUS is never complete; as new chapters in life unfold, we should be ready to make improvements. Among the many insights, the book reveals how to: Think of problems as potential teachers Work on your inner garden Be body positive Become smarter with basics of soft skills Dress to express your sensibility, not to impress others When you work your way from inside out, you are a harmonious whole where the inner is in sync with the outside. Nothing about you is incongruous. Then inner confidence shines inside out.

Customer Service For Dummies

Karen Leland,Keith Bailey
Customer Service For Dummies Book PDF

Author : Karen Leland,Keith Bailey
Publisher : John Wiley & Sons
Page : 409 pages
File Size : 54,9 Mb
Release : 2011-03-03
Category : Business & Economics
ISBN : 9781118052730

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Customer Service For Dummies by Karen Leland,Keith Bailey Pdf

Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.

Elgar Encyclopedia of Services

Faïz Gallouj,Camal Gallouj,Marie-Christine Monnoyer,Luis Rubalcaba
Elgar Encyclopedia of Services Book PDF

Author : Faïz Gallouj,Camal Gallouj,Marie-Christine Monnoyer,Luis Rubalcaba
Publisher : Edward Elgar Publishing
Page : 755 pages
File Size : 43,8 Mb
Release : 2023-01-17
Category : Business & Economics
ISBN : 9781802202595

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Elgar Encyclopedia of Services by Faïz Gallouj,Camal Gallouj,Marie-Christine Monnoyer,Luis Rubalcaba Pdf

The Encyclopedia of Services is a ground-breaking resource that offers a unique overview of what constitutes the main source of wealth and employment in our contemporary economies, namely services. This title contains one or more Open Access chapters.

SELLECOM 2: Selling Cloud Services

Peter Radizeski
SELLECOM 2 Selling Cloud Services Book PDF

Author : Peter Radizeski
Publisher : Lulu.com
Page : 114 pages
File Size : 46,5 Mb
Release : 2012-08-13
Category : Business & Economics
ISBN : 9781300006527

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SELLECOM 2: Selling Cloud Services by Peter Radizeski Pdf

Selling a telecom services like broadband is different from selling cloud services, like data storage or UCaaS. This is a guide to selling cloud communications (like UCaaS) and other cloud services for agents, VAR's and direct sales with sales scenarios and open ended questions for you to utilize on sales meetings.