Offers advice to corporations on how to determine customers' needs and adapt to the constant and unpredictable changes customers go through

This is the book that will show you how to ensure customers are raving about your products and services and come back for more. Five Star Service 2nd edition is an easy read, high impact title from the bestselling author of How to Be Brilliant, Michael Heppell. In this book he gives you over 100 instant tips, 50 examples of the best practices, over a dozen brand new techniques and multiple strategies to equip you with a winning edge to knockout your customers and help you ·        Delight your customers every time ·        Deliver remarkable results that will keep them coming back for more ·        Win more customers without spending a fortune ·        Get repeat orders and referrals from everyone you encounter   Whether it’s studying the Disney parking system or enrolling students at college; going behind the scenes in the world’s top hotels or becoming the office hero, Five Star Service will show you how to wow your customers, colleagues and cohorts.

Product Description: Consumer satisfaction is one of the most widely investigated topics in marketing research. Yet, despite the huge research efforts invested in this area, what satisfaction really is, how it can be measured and improved, and how it impacts consumer behavior and firm performances remain unclear...read more

Product Description: Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations...read more

Customer Service: Career Success in the Service Economy, 4e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the book is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company's ration of promoters, or Net Promoter Score. Throughout the book, there is an emphasis on exceeding customer expectations and translating customer loyalty into personal and corporate success.   Explains why certain actions lead to better customer loyalty, and provides specific ways to accomplish these behaviors.  Goes well beyond canned responses to help readers apply creative solutions to ever-changing problems. A greater emphasis on loyaltyand the latest techniques such as the Net Promoter Score, exceeding expectations, customer-friendly technology etc. Examines how loyalty translates to business growth and development through recommendations, referrals and promotions.  This book is for employees and managers of customer service departments and human resource training departments.

Product Description: Learn how to pinpoint exactly what is holding your business back so you can double your turnover and profit within 2 years or less.   This book enables small business owners to release rapid, dynamic growth. Including action plans which help you to overcome the barriers that may be holding your business back, and littered with case studies throughout, this book acts as a blue print for success, teaching you the key principles of a successful high-performing business...read more

Product Description: Erlebnisorientierung wird für viele Bereiche des Handels seit nunmehr 20 Jahren als «Zauberformel» bezeichnet. Allerdings stellt sich oftmals die Frage: Warum wirkt dieses Zaubermittel nicht? Um diese Frage zu beantworten wird im Rahmen dieses Buches erstmals das Konstrukt der Erlebnisqualität beleuchtet und konkretisiert...read more

Product Description: Concise, realistic and very readable, this book is packed with insightful thinking for service excellence" Alan Parker Chief Executive Officer Whitbread Group       ‘Brilliantly simple premise – that a winning service approach lies in a ‘rising upward trajectory’ culminating in a brilliant finish – dissected into eight very practical steps that anyone can use...read more

Product Description: Now more than ever, company leaders need fresh ideas about how to grow their organization's sales and profits. Growth or Bust! is a manual that can be used by any company leader for finding untapped growth potentials.Whether used by a single member of a management team or as a workbook throughout the company, Growth or Bust! will teach you how to:Build a growth strategy that will leverage all facets of your organizationInitiate innovation process for increasing sales and profitsMine the untapped potential within your existing customer baseGet more productivity out of your teamAnd much, much moreGrowth or Bust! is a toolbox of growth for top management, sales and marketing management, and entrepreneurs in any business or industry...read more