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cover image for 9781119272427
Product Description: The essential roadmap for the new realities of selling when buyers are in charge Sales and service are being radically redefined by the biggest communications revolution in human history. Today buyers are in charge! There is no more 'selling'—there is only buying...read more

Hardcover:

9781118827857 | John Wiley & Sons Inc, September 2, 2014, cover price $28.00 | About this edition: Sales and service are being radically redefined like never before.

Paperback:

9781119272427 | John Wiley & Sons Inc, July 5, 2016, cover price $22.00 | About this edition: The essential roadmap for the new realities of selling when buyers are in charge Sales and service are being radically redefined by the biggest communications revolution in human history.

cover image for 9781118217221
Product Description: A guide to refocusing your business on those who matter most: customers and employees. Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more...read more
By Frank Eliason, Jeff Jarvis (foreword by) and Brian Solis (foreword by)

Hardcover:

9781118217221 | John Wiley & Sons Inc, April 24, 2012, cover price $24.95 | About this edition: A guide to refocusing your business on those who matter most: customers and employees.

cover image for 9781138028296
Product Description: Supply chain management is a well-developed area. The traditional supply chains are dynamic systems which include the forward and reverse flows of physical products and the related information and fund. However, a service supply chain is different because the real "product" may take the form of a "service" which implies that many traditionally crucial decisions in supply chain management such as product shipping problems are no longer important...read more

Hardcover:

9781138028296 | CRC Pr I Llc, April 12, 2016, cover price $99.95 | About this edition: Supply chain management is a well-developed area.

cover image for 9781292116891
Product Description: Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business. Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience...read more

Paperback:

9781292116891 | Pearson Education, April 10, 2016, cover price $42.50 | About this edition: Looking to improve your customer experience?

cover image for 9781469207483
Product Description: What simple innovation brought billions in new investments to Fidelity? What basic misunderstanding was preventing Office Depot from achieving its growth potential? What surprising insights helped the Mayo Clinic better serve both doctors and patients? The solution in each case was a focus on customer experience, the most powerful—and misunderstood—element of corporate strategy today...read more
By Mel Foster (narrator)

CD/Spoken Word:

9781469207377 | Unabridged edition (Brilliance Audio, August 28, 2012), cover price $29.99 | About this edition: What simple innovation brought billions in new investments to Fidelity?
9781469207421 | Unabridged edition (Brilliance Audio Lib Edn, August 28, 2012), cover price $69.97 | About this edition: The solution in each case was a focus on customer experience, the most powerful ― and misunderstood ― element of corporate strategy today.
9781469207483 | Mp3 una edition (Brilliance Audio, August 28, 2012), cover price $24.99 | About this edition: What simple innovation brought billions in new investments to Fidelity?

cover image for 9781119167969
Product Description: Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B...read more

Hardcover:

9781119167969 | John Wiley & Sons Inc, February 29, 2016, cover price $30.00 | About this edition: Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management.

cover image for 9781118921449
Product Description: Written by a leading pioneer in the field, the revised and updated fourth edition of this successful text examines service management and management in service competition from the point of view of the service profit logic. It focuses on adopting service logic in the management of service firms as well as of product manufacturers which want to become service providers...read more

Paperback:

9781118921449 | 4th edition (John Wiley & Sons Inc, February 29, 2016), cover price $99.95 | About this edition: Written by a leading pioneer in the field, the revised and updated fourth edition of this successful text examines service management and management in service competition from the point of view of the service profit logic.

cover image for 9781633691780
Product Description: Named one of 100 Leadership & Success Books to Read in a Lifetime by Amazon EditorsA Wall Street Journal and Businessweek bestseller. Named by Fast Company as one of the most influential leadership books in its Leadership Hall of Fame...read more

Hardcover:

9781422196021 | Reprint edition (Harvard Business School Pr, November 19, 2013), cover price $32.00 | About this edition: Named one of 100 Leadership & Success Books to Read in a Lifetime by Amazon EditorsAn innovation classic.
9780875845852 | Harvard Business School Pr, June 1, 1997, cover price $35.00 | About this edition: Examines how companies can create a balance between marketing cutting-edge technology and anticipating customer demand

Paperback:

9781633691780 | Harvard Business School Pr, January 5, 2016, cover price $25.00 | About this edition: Named one of 100 Leadership & Success Books to Read in a Lifetime by Amazon EditorsA Wall Street Journal and Businessweek bestseller.

CD/Spoken Word:

9781565114159, titled "Innovator's Dilemma: When New Technologies Cause Great Firms to Fail" | Abridged edition (Highbridge Co, September 1, 2000), cover price $24.95 | About this edition: Examines how companies can create a balance between marketing cutting-edge technology and anticipating customer demand.

Cassette/Spoken Word:

9781565113930 | Abridged edition (Highbridge Co, September 1, 2000), cover price $18.95 | About this edition: Examines how companies can create a balance between marketing cutting-edge technology and anticipating customer demand.

cover image for 9781629030753
Product Description: Laura Dunagan, was born in the gold prospecting days of rustic Alaska in the early 1900's. When Laura was 16 years old, her father was trapped under a mud slide while prospecting in a nearby river and died. Laura was forced to move to Chicago in the care of her rich Uncle Joe...read more

Hardcover:

9781629030753, titled "The Greatest Prospector in the World: A Historically Accurate Parable on Creating Success in Sales, Business & Life" | Next Century Pub, June 7, 2016, cover price $24.95 | About this edition: Laura Dunagan, was born in the gold prospecting days of rustic Alaska in the early 1900's.

cover image for 9781472447692
Product Description: Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisation’s strategic aims and goals centre on the delivery of excellent service. Loyal customers not only keep buying from a company but also recommend the business to others...read more

Hardcover:

9781472447692 | Gower Pub Co, September 3, 2015, cover price $44.95 | About this edition: Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service.

cover image for 9780814436240
Product Description: Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences."Win the Customer" cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business...read more

Hardcover:

9780814436240 | Amacom Books, September 23, 2015, cover price $21.95 | About this edition: Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences.

cover image for 9781292063362
Product Description: The definitive guide on how to price services to deliver profit, fund for product development and meet the needs of the customer/client at a price they are happy to pay.   As traditional manufacturing companies move to service provision, how should they price their services? What pricing model should they develop and what buyer behaviour model should they nurture? What will happen if you get your services offering right, but your pricing model wrong?     Mastering Services Pricing shows you how to create pricing that allows you to deliver maximum profit and high client satisfaction...read more

Paperback:

9781292063362 | Financial Times Management, September 10, 2015, cover price $119.99 | About this edition: The definitive guide on how to price services to deliver profit, fund for product development and meet the needs of the customer/client at a price they are happy to pay.

cover image for 9781626565845
Product Description: Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come...read more

Hardcover:

9781626565845 | Berrett-Koehler, September 1, 2015, cover price $34.95 | About this edition: Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service.

cover image for 9781118988923
Product Description: A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately...read more

Hardcover:

9781118988923 | John Wiley & Sons Inc, December 14, 2015, cover price $28.00 | About this edition: A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design.

cover image for 9781462116287
Product Description: With the right vision, the right people, and the right organization, there's no limit to your company's potential. Perfect for leaders, entrepreneurs, and individuals who want to make a difference, this book will teach you the secrets to growing your business in today's global economy...read more

Paperback:

9781462116287 | Plain Sight, May 12, 2015, cover price $14.99 | About this edition: With the right vision, the right people, and the right organization, there's no limit to your company's potential.

cover image for 9780814449059
Product Description: On the front lines of customer service, every day presents new and unexpected challenges--and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Be Your Customer's Hero answers the call...read more

Paperback:

9780814449059 | Amacom Books, April 22, 2015, cover price $17.95 | About this edition: On the front lines of customer service, every day presents new and unexpected challenges--and even the most dedicated employees can be caught unprepared.

cover image for 9781119028659
Product Description: Bring Disney-level customer experience to your organization with insider guidance The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience ­— the Walt Disney Company...read more

Hardcover:

9781119028659 | John Wiley & Sons Inc, April 20, 2015, cover price $25.00 | About this edition: Bring Disney-level customer experience to your organization with insider guidance The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience ­— the Walt Disney Company.

cover image for 9781119062011
Product Description: Reframe "wealth management" to achieve sustainable success in financial services You've Been Framed™ is a step-by-step guide for achieving ultimate profitability and sustainability for your financial advisory firm. Whether you're a savvy entrepreneur ready to dominate your competitors, or a more experienced advisor moving toward selling your practice, this guide will help you proactively reframe your business...read more

Hardcover:

9781119062011 | John Wiley & Sons Inc, October 14, 2015, cover price $40.00 | About this edition: Reframe "wealth management" to achieve sustainable success in financial services You've Been Framed™ is a step-by-step guide for achieving ultimate profitability and sustainability for your financial advisory firm.

cover image for 9780749469405
Product Description: Any organization's key accounts are its lifeblood. Key Account Management puts forward a unique yet straightforward planning methodology for identifying, obtaining, retaining and developing key customers.  Key account management focuses on the long-term investment of resources -- both in terms of product quality and account managers -- into a customer that can offer an exceptional return on resources...read more

Hardcover:

9780312404512, titled "Ideology and Cultural Production" | Palgrave Macmillan, April 1, 1979, cover price $27.50 | also contains Ideology and Cultural Production

Paperback:

9780749469405 | 6 edition (Kogan Page Ltd, February 28, 2015), cover price $49.95 | About this edition: Any organization's key accounts are its lifeblood.
9780749463519 | 5th edition (Kogan Page Ltd, April 5, 2012), cover price $49.95 | About this edition: Very few books take the long-term, team-selling strategic view of key account management that this book takes.
9780749452773 | 4th edition (Kogan Page Ltd, June 1, 2008), cover price $60.00 | About this edition: Very few books take the long-term, team-selling strategic view of KAM that this book takes.

Miscellaneous:

9780749454388 | Kogan Page Ltd, January 3, 2010, cover price $0.04 | also contains Key Account Management: Tools and Techniques for Achieving Profitable Key Supplier Status

cover image for 9781626341753
Product Description: Sprinkles is a book about unique customer service and the bottom line. Customers today crave special and unique. What do sprinkles do to a cupcake or cookie? They obviously make it special and unique. Innovative service is the same: it turns good to great service into special and distinctive service...read more

Hardcover:

9781626341753 | Greenleaf Book Group Llc, February 10, 2015, cover price $15.95 | About this edition: Sprinkles is a book about unique customer service and the bottom line.

cover image for 9781633795297
Product Description: Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls “Zombie Loyalists,” fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue...read more

Hardcover:

9781137279668 | St Martins Pr, January 27, 2015, cover price $27.00 | About this edition: Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls "Zombie Loyalists," fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue.

CD/Spoken Word:

9781633795334 | Mp3 una edition (Dreamscape Media Llc, January 27, 2015), cover price $29.99
9781633795297 | Unabridged edition (Dreamscape Media Llc, January 27, 2015), cover price $49.99 | About this edition: Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls “Zombie Loyalists,” fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue.

By Jason Huggins (narrator)

Paperback:

9780395738597, titled "Insight Guides Alaska" | 4th edition (Apa Productions, April 1, 1995), cover price $22.95 | also contains Insight Guides Alaska

cover image for 9781137375452
Product Description: Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management...read more

Hardcover:

9781137375452 | Palgrave Macmillan, January 1, 2015, cover price $42.00 | About this edition: Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company.

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