The Customer Rules
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The Customer Rules
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Author : Lee Cockerell
language : en
Publisher: Profile Books
Release Date : 2013-03-07
The Customer Rules written by Lee Cockerell and has been published by Profile Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-07 with Business & Economics categories.
Today, consumers have more choice than ever before. It's no longer enough to simply provide a service - companies who want to stay in business must also provide impeccable service with such consistency, integrity and creativity that people who experience it will not only keep coming back for more, but recommend your business to their friends, families, and colleagues. The Customer Rules is entirely focused on one ultimate goal: to help you, no matter what your position or job title, secure the most revenue-boosting asset you could wish for: a reputation for excellent service. Lee Cockerell, former Executive Vice President of Operations at Disney World - a company which has redefined what a business can do for their customers - shows you how: from why you should 'Never say no - except No Problem' to asking yourself 'What Would Mum Do?'. His 39 easy-to-follow rules apply to any industry and any company, large, small, public, private, online or High Street. The principles revealed in this book, tried and tested in one of the world's happiest environments, can give you everything you need to truly connect with your customers.
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 is critical. Customers today have unlimited information at their fingertips—and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and in many industries, the key to business success. Executives still refer to B2B and B2C business models, as though companies control demand by going to customers with products and services. But as Bill Price and David Jaffe (authors of The Best Service is No Service) show, a new business model is emerging in which the customer directs the relationship. It is becoming a world of "Me2B"—one in which the customer, not the business, dictates the terms of engagement. In order for your business to thrive, you must create positive experiences to fulfill a range of customer needs. Though the mediums for customer engagement continuously evolve, Price and Jaffe show that customer needs remain unchanging. In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology. Throughout this practical guidebook, Price and Jaffe share examples 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 at every stage, from nimble startups to legacy firms with established customer service practices—and everyone in between. With a simple, elegant solution for driving lasting value for customers, Your Customer Rules! is a clear guide for strengthening customer relationships and competing on more than price. It is essential reading for executives at all levels—business owners, marketing managers, and anyone who works directly with customers.
The 10 Golden Rules Of Customer Service The Story Of The 6 000 Egg
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Author : Todd Duncan
language : en
Publisher:
Release Date : 2019
The 10 Golden Rules Of Customer Service The Story Of The 6 000 Egg written by Todd Duncan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019 with Customer relations categories.
Operations Rules
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Author : David Simchi-Levi
language : en
Publisher: National Geographic Books
Release Date : 2013-09-13
Operations Rules written by David Simchi-Levi and has been published by National Geographic Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-09-13 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.
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.
Delight Your Customers
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Author : Steve Curtin
language : en
Publisher: AMACOM
Release Date : 2013-07-19
Delight Your Customers written by Steve Curtin and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-07-19 with Business & Economics categories.
Discover the hidden ways to raise your organizations’ customer service experiences from ordinary to extraordinary. If you want to know how strong your company’s customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee’s highest priority, because when it’s not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as: Expressing genuine interest Offering sincere compliments Sharing unique knowledge Conveying authentic enthusiasm Providing pleasant surprises Delivering service heroics when needed Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn’t you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.
It S The Customer Stupid
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Author : Michael A Aun
language : en
Publisher: John Wiley & Sons
Release Date : 2011-01-13
It S The Customer Stupid written by Michael A Aun 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 2011-01-13 with Business & Economics categories.
Ruthlessly focus on what's convenient for customers, not what's convenient for you Ninety percent of dissatisfied clients will take their business elsewhere and never tell you why. However, ninety-five percent will become loyal customers again if their needs and problems are addressed and remedied. Speaker and salesperson Michael Aun shares these secrets and many more in It's the Customer, Stupid!, a guide to growing any business by gaining new customers, and, more importantly, by keeping the ones you have happy and coming back for more. This fun-to-read book explains common myths about sales and customer satisfaction, starting with the fact that most businesses think they're customer-centric, but they just aren't. Get proven steps to REALLY put your customer at the center of what you do Distinguish your business from the competition by understanding the principle that good sales ARE good service Author received the Toastmasters "World Championship of Public Speaking" award and is also a full-time businessman practicing what he preaches daily It's the Customer, Stupid! reveals key actions that will shake up your business approach. Your customers will love you for them, and you'll love the effect on sales!
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."