The Customer Rules
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The Customer Rules
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Author : Lee Cockerell
language : en
Publisher: Crown Currency
Release Date : 2013-03-05
The Customer Rules written by Lee Cockerell and has been published by Crown Currency this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-05 with Business & Economics categories.
The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example: Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?" Rule #19: Be a Copycat Rule #25. Treat Every Customer like a Regular Rule #39: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
Operations Rules
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Author : David Simchi-Levi
language : en
Publisher: MIT Press
Release Date : 2010-09-24
Operations Rules written by David Simchi-Levi and has been published by MIT Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-09-24 with Business & Economics categories.
An expert offers a set of rules that will help managers achieve dramatic improvements in operations performance. In recent years, management gurus have urged businesses to adopt such strategies as just-in-time, lean manufacturing, offshoring, and frequent deliveries to retail outlets. But today, these much-touted strategies may be risky. Global financial turmoil, rising labor costs in developing countries, and huge volatility in the price of oil and other commodities can disrupt a company's entire supply chain and threaten its ability to compete. In Operations Rules, David Simchi-Levi identifies the crucial element in a company's success: the link between the value it provides its customers and its operations strategies. And he offers a set of scientifically and empirically based rules that management can follow to achieve a quantum leap in operations performance. Flexibility, says Simchi-Levi, is the single most important capability that allows firms to innovate in their operations and supply chain strategies. A small investment in flexibility can achieve almost all the benefits of full flexibility. And successful companies do not all pursue the same strategies. Amazon and Wal-Mart, for example, are direct competitors but each focuses on a different market channel and provides a unique customer value proposition—Amazon, large selection and reliable fulfillment; Wal-Mart, low prices—that directly aligns with its operations strategy. Simchi-Levi's rules—regarding such issues as channels, price, product characteristics, value-added service, procurement strategy, and information technolog—-transform operations and supply chain management from an undertaking based on gut feeling and anecdotes to a science.
Win The Customer
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Author : Flavio Martins
language : en
Publisher: AMACOM
Release Date : 2015-09-23
Win The Customer written by Flavio Martins and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-23 with Business & Economics categories.
Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the unique, outstanding customer service experience that you continually provide for your customers. In Win the Customer, companies can learn practical, powerful techniques for energizing the way they interact with the people who drive their business, distinguishing themselves from the competition by providing their customers with something truly special. Author and vice president of operations Flavio Martin, named by the Huffington Post as a “most influential social customer service pro,” fills his invaluable guide with examples and inspiration in order to show readers how to:• Align the business around a customer service mission• Make every employee a customer service agent• Create an environment in which exceptional service experiences can happen• Humanize customer service, virtually and in person• Empower employees to find innovative solutions• All the random acts of WOW--they’re often the most memorable• And much moreProducts and prices can only get you in the door with new customers. But exceptional customer service will keep them lifelong fans. Win the Customer is your guidebook for building your fan base!
The 10 Golden Rules Of Customer Service
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Author : Todd Duncan
language : en
Publisher: Ignite Reads
Release Date : 2019-03-15
The 10 Golden Rules Of Customer Service written by Todd Duncan and has been published by Ignite Reads this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-03-15 with Business & Economics categories.
"The 10 Golden Rules of Customer Service (formally titled The $6,000 Egg) represents the costly mistake of removing customer satisfaction from the bottom line. Through the story of a $6,000 Egg, Deb Duncan and Todd Duncan reveal that even the smallest interactions have the power to create lifelong patrons, or on the flipside, alienate once-devoted customers"--Description from publisher website
Better Customer Service
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Author : Edward C. Brewer
language : en
Publisher: Routledge
Release Date : 2021-06-09
Better Customer Service written by Edward C. Brewer and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-06-09 with Business & Economics categories.
This readable and concise research-based book discusses seven simple rules that will help businesses and individuals improve their customer satisfaction and workplace environments – and make the world a little better and more pleasant. An author team with extensive cross-sector experience provides a foundation that will help improve customer service no matter the type of organization or situation, allowing customization according to industry standards and expectations. Although the basic steps are simple – going all the way back to preschool and kindergarten – they can have a significant positive impact on customer service and on basic human interaction. If an employee follows these simple steps, not only will relationships with customers improve, but so will relationships with co-workers, increasing overall organizational satisfaction. Readers who adopt the principles in this book may find that their personal relationships improve as well. The primary audience of this work includes any business that desires to improve customer service. However, anyone who works with people will appreciate the conversational tone and specific illustrative examples in this clear and immediately actionable book.
Customer Experience Rules
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Author : Jeofrey Bean
language : en
Publisher:
Release Date : 2015-10-01
Customer Experience Rules written by Jeofrey Bean and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-10-01 with Business & Economics categories.
In Customer Experience Rules!, CX expert Jeofrey Bean gives 52 best practices for a company to create a great customer experience. Going beyond branding, customer service, and customer satisfaction, the customer experience encompasses every touch point a customer has with a company. Follow these rules in your business to craft the very best customer experience possible. Bean shares innovative yet practical insights about effective customer experience strategy and tactics from the leaders to improve customer engagement, loyalty, and advocacy: including Uber, Tesla, Amazon, Qualcomm, Kaiser Permanente, DealerRater, Imprivata, Ford, Starwood Hotels and more. Like his best-selling CX book, The Customer Experience Revolution, Customer Experience Rules! is based on the author's experience, research, and in-person interviews with companies recognized for CX innovation. Read one rule a week-or all 52 at once! Customer Experience Rules! is your guide to customer experience success. PRAISE FOR CUSTOMER EXPERIENCE RULES! "Whether you are new or a long-time practitioner of Customer Experience, this book is a great introduction and reminder of all the best practices we should use - every day!" DANN ALLEN, VICE PRESIDENT, CUSTOMER EXPERIENCE, BANK OF THE WEST "Customer Experience Rules! is a must-have book for companies beginning to focus or companies re-focusing on the experience of the customer." DEBORAH SCHOONOVER, CUSTOMER SUCCESS MANAGER, FREUND CONTAINER & SUPPLY "If you worship at the altar of Customer Experience, these are your 52 weekly devotionals." ROB SCRUGGS, FORMER DIRECTOR, CUSTOMER EXPERIENCE, E*TRADE FINANCIAL
Your Customer Rules
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Author : Bill Price
language : en
Publisher: John Wiley & Sons
Release Date : 2014-11-13
Your Customer Rules written by Bill Price and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-11-13 with Business & Economics categories.
What you need to know about your customers Now more than ever, every interaction you have with customers iscritical. Customers today have unlimited information at theirfingertips—and can influence the purchase decisions andbehaviors of millions of others. With this comes a shift in thebalance of power, and every company must come to terms with thefact that the customer is in control. Interacting with customers inthe way they want is an essential business strategy and in manyindustries, the key to business success. Executives still refer to B2B and B2C business models, as thoughcompanies control demand by going to customers with products andservices. But as Bill Price and David Jaffe (authors of The BestService is No Service) show, a new business model is emergingin which the customer directs the relationship. It is becoming aworld of "Me2B"—one in which the customer, not the business,dictates the terms of engagement. In order for your business tothrive, you must create positive experiences to fulfill a range ofcustomer needs. Though the mediums for customer engagement continuously evolve,Price and Jaffe show that customer needs remain unchanging. InYour Customer Rules!, they define a critical hierarchy ofseven needs that your company can meet and apply as amethodology. Throughout this practical guidebook, Price and Jaffe shareexamples of companies who succeed by meeting these seven needs,including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes of Prey,Vente-Privee, and Yamato Transport, as well as those that didn't.Your Customer Rules! offers tailored advice for companies atevery stage, from nimble startups to legacy firms with establishedcustomer service practices—and everyone in between. With a simple, elegant solution for driving lasting value forcustomers, Your Customer Rules! is a clear guide forstrengthening customer relationships and competing on more thanprice. It is essential reading for executives at alllevels—business owners, marketing managers, and anyone whoworks directly with customers.
The New Rules Of Sales And Service
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Author : David Meerman Scott
language : en
Publisher: John Wiley & Sons
Release Date : 2016-06-14
The New Rules Of Sales And Service written by David Meerman Scott and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-06-14 with Business & Economics categories.
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. When potential customers have near perfect information on the web, it means salespeople must transform from authority to consultant, product narratives must tell a story, and businesses must be agile enough to respond before opportunity is lost. The New Rules of Sales and Service demystifies the new digital commercial landscape and shows you how to stay ahead of the pack. Companies large and small are revolutionizing the way business gets done, and this book takes you inside the new methods and strategies that are critical to success in the modern market. Real-world examples illustrate the new marketplace in action, and demonstrate the brilliant utility of taking a new look at your customer and your business. This new edition has been updated to reflect the current reality of this rapidly-evolving sphere, with fresh strategies, new tools, and new stories. Whether you're an independent contractor, a multi-national corporation, a start-up, or a nonprofit, this book is your essential guide to navigating the new digital marketplace. David Meerman Scott provides up-to-the-minute analysis of the current state of the digital commercial landscape, plus expert guidance toward the concepts, strategies, and tools that every business needs now. Among the topics covered in detail: Why the old rules of sales and service no longer work in an always-on world The new sales cycle and how informative Web content drives the buying process Providing agile, real-time sales and service 24/7 without letting it rule your life The importance of defining and understanding the buyer personas How agile customer service retains existing clients and expands new business Why content-rich websites motivate interest, establish authority, and drive sales How social media is transforming the role of salesperson into valued consultant Because buyers are better informed, and come armed with more choices and opportunities than ever before, everything about sales has changed. Salespeople must adapt because the digital economy has turned the old model on its head, and those who don't keep up will be left behind. The New Rules of Sales and Service is required reading for anyone wanting to stay ahead of the game and grow business now.
The New Rules Of Customer Engagement
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Author : Daniel L. Newman
language : en
Publisher:
Release Date : 2014-02-25
The New Rules Of Customer Engagement written by Daniel L. Newman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-02-25 with Business & Economics categories.
Imagine a world where you never had to sell anything... Every day the ideal number of clients with needs aligned perfectly to what you have to offer would walk through the door and shout: "I'll take it!" What if I told you this is already happening? Albeit selling isn't quite that simple. And the customers aren't really just arriving sight unseen, ready to buy. But in a very subtle way, brands are driving buying decisions long before the sales department ever becomes involved. This leaves us all to ask, how? In the "The New Rules of Customer Engagement" you will: Gain clarity on how the information age is a driving force for businesses to embrace social, mobile and content marketing Learn the importance of P2P over traditional B2B and B2C - and specifically how our perspective is driven from all our experiences as consumers Better understand how to leverage consumer knowledge to drive innovation within the customer environment Learn how to build an engaged business network that leads to customer advocacy and huge business growth through word-of-mouth referrals and online testimonials Be motivated to consider the importance of building a customer-centric business from top to bottom that yields goodwill and dramatically improved business outcomes "The New Rules of Customer Engagement - 6 Trends Transforming the Way We Sell" is a must read for C-level executives, business and franchise owners, middle-level managers - and those with a passion for leading their business to success... through engagement."
The Customer Of The Future
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Author : Blake Morgan
language : en
Publisher: HarperCollins Leadership
Release Date : 2019-10-29
The Customer Of The Future written by Blake Morgan and has been published by HarperCollins Leadership this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-10-29 with Business & Economics categories.
With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!