Рубрика: Книги о клиентском сервисе

Книги о клиентском сервисе в бизнесе

Скачать книгу How to Be a Fierce Competitor. What Winning Companies and Great Managers Do in Tough Times бесплатно, читать книги онлайн Jeffrey Fox J.

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Книга: How to Be a Fierce Competitor. What Winning Companies and Great Managers Do in Tough Times, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Jeffrey Fox J..

Идентификатор книги: 28308660.

книга How to Be a Fierce Competitor. What Winning Companies and Great Managers Do in Tough Times  Краткое содержание бизнес книги: How to Be a Fierce Competitor. What Winning Companies and Great Managers Do in Tough Times.

From best-selling author Jeffrey J. Fox, how the savvy see opportunity – and capitalize on it Economic downturns separate the winning companies from the struggling. And as best-selling author Jeffrey J. Fox shows, tough times also give solid companies, strong managers, and potential rainmakers the opportunity to seize market share. In this eminently readable, practical resource for business leaders and managers, Fox explains exactly how the savvy few who rise to the top stay focused and alert, get new market share, hire good recently fired talent, increase investments into customer service, speed innovation, train all customer facing people, make acquisitions, get rid of underperformers, build brand names, pay for measurable performance, and lots more. Potential rainmakers, CEOS, marketing superstars, and great bosses have long turned to Jeffrey J. Fox for advice. Now he shows exactly what to do to weather any climate.

Клиентский сервис в бизнесе, для отношений с клиентами?
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Скачать книгу Unleashing Excellence. The Complete Guide to Ultimate Customer Service бесплатно, читать книги онлайн Dennis Snow, Teri Yanovitch

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Книга: Unleashing Excellence. The Complete Guide to Ultimate Customer Service, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Dennis Snow, Teri Yanovitch.

Идентификатор книги: 28306671.

книга Unleashing Excellence. The Complete Guide to Ultimate Customer Service  Краткое содержание бизнес книги: Unleashing Excellence. The Complete Guide to Ultimate Customer Service.

A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine «leadership actions» that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.

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Скачать книгу Measure What Matters. Online Tools For Understanding Customers, Social Media, Engagement, and Key Relationships бесплатно, читать книги онлайн Katie Paine Delahaye

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Книга: Measure What Matters. Online Tools For Understanding Customers, Social Media, Engagement, and Key Relationships, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Katie Paine Delahaye.

Идентификатор книги: 28304772.

книга Measure What Matters. Online Tools For Understanding Customers, Social Media, Engagement, and Key Relationships  Краткое содержание бизнес книги: Measure What Matters. Online Tools For Understanding Customers, Social Media, Engagement, and Key Relationships.

In an online and social media world, measurement is the key to success If you can measure your key business relationships, you can improve them. Even though relationships are «fuzzy and intangible,» they can be measured and managed-with powerful results. Measure What Matters explains simple, step-by-step procedures for measuring customers, social media reputation, influence and authority, the media, and other key constituencies. Based on hundreds of case studies about how organizations have used measurement to improve their reputations, strengthen their bottom lines, and improve efficiencies all around Learn how to collect the data that will help you better understand your competition, do strategic planning, understand key strengths and weaknesses, and better respond to customer preferences Author runs a successful blog and serves as a measurement consultant to companies such as Facebook, Southwest Airlines, Raytheon, and Allstate Don't draw conclusions or make key decisions based on guesswork. Instead, Measure What Matters and the difference will show in the most important measure: your bottom line.

Клиентский сервис в бизнесе, для отношений с клиентами?
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Скачать книгу The Ultimate Online Customer Service Guide. How to Connect with your Customers to Sell More! бесплатно, читать книги онлайн Marsha Collier

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Книга: The Ultimate Online Customer Service Guide. How to Connect with your Customers to Sell More!, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Marsha Collier.

Идентификатор книги: 28302540.

книга The Ultimate Online Customer Service Guide. How to Connect with your Customers to Sell More!  Краткое содержание бизнес книги: The Ultimate Online Customer Service Guide. How to Connect with your Customers to Sell More!.

Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers «happy birthday.» They grow their brands by involving themselves in communities. The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers. Authentically use social media to connect with customers to boost your bottom line Attract new customers through your online presence Achieve higher GMS (Gross Merchandise Sales) with quality customer service Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

Клиентский сервис в бизнесе, для отношений с клиентами?
Узнаем все о клиентском сервисе из книг.

Можете бесплатно прочитать онлайн отрывок книги в жанре   зарубежная деловая литература, клиентский сервис, работа с клиентами.
Купить, скачать и прочитать. Запомнить книгу The Ultimate Online Customer Service Guide. How to Connect with your Customers to Sell More! про отношения с клиентами через сервис.
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Скачать книгу Connected CRM. Implementing a Data-Driven, Customer-Centric Business Strategy бесплатно, читать книги онлайн David Williams S.

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Книга: Connected CRM. Implementing a Data-Driven, Customer-Centric Business Strategy, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: David Williams S..

Идентификатор книги: 28284189.

книга Connected CRM. Implementing a Data-Driven, Customer-Centric Business Strategy  Краткое содержание бизнес книги: Connected CRM. Implementing a Data-Driven, Customer-Centric Business Strategy.

Praise for Connected CRM “Many books explore the subject of CRM. In this book the ‘m’ is for Marketing and David’s seasoned perspective indeed makes it a capital ‘M.’ Taking core direct response marketing techniques and moving beyond the simple use of data and analytics, he explores how today’s marketers can leverage advances in technology to create successful customer-centric business strategies.” —Ted Ward, VP of Marketing, GEICO “A must-read for CMOs, and more importantly CEOs, to simplify all the buzzwords around ‘big data’ and dimensionalize the organizational change necessary to become truly customer centric.” —Theresa McLaughlin, Chief Marketing and Communications Officer, Citizens Financial Group “Big Data, Social, and Cloud have become overused buzzwords with ambiguous meaning, but David brings to bear his years of industry leadership and experiences to break down today’s trends and opportunities in a practical, actionable fashion. A must-read for anyone who prefers profit over PowerPoint.” —Manish Bhatt, SVP and Chief Digital Officer, MetLife “In a data-rich world, consumers demand that marketers turn data into highly relevant and personal experiences—‘Don’t talk with me as a member of a segment, talk with me about how you will meet my unique expectations and solve my unique problems.’ For those of us who grew up in the marketing world of mass and broadcast, this is a tall order. Connected CRM helps marketers unpack customer centricity for their organizations, providing real insight into the development of a framework for enterprise customer centricity; a framework that promises true sustainable advantage.” —Tom Lamb, CMO, Lowe’s “Never before has customer data been more available, more necessary to build sales and loyalty, and more confusing to act on. David shows exactly what needs to be done. It’s about time. And we should all thank him. A lot!” —Steve Cone, EVP of Integrated Value and Strategy, AARP “The marketers who truly learn to harness the power of customer analytics and big data will take the spoils in an increasingly digital age. Those who don’t will quickly find themselves on a growing heap of failed marketing plans.” —Paul Guyardo, Chief Revenue and Marketing Officer, DIRECTV

Клиентский сервис в бизнесе, для отношений с клиентами?
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Скачать книгу The Cornell School of Hotel Administration on Hospitality. Cutting Edge Thinking and Practice бесплатно, читать книги онлайн Jack Corgel B., Michael Sturman C., Rohit Verma

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Книга: The Cornell School of Hotel Administration on Hospitality. Cutting Edge Thinking and Practice, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Jack Corgel B., Michael Sturman C., Rohit Verma.

Идентификатор книги: 28300551.

книга The Cornell School of Hotel Administration on Hospitality. Cutting Edge Thinking and Practice  Краткое содержание бизнес книги: The Cornell School of Hotel Administration on Hospitality. Cutting Edge Thinking and Practice.

This cutting edge and comprehensive book—with contributions from the star faculty of Cornell University's School of Hotel Administration—offers the latest thinking on the best practices and strategies for hospitality management. A must for students and professionals seeking to enter or expand their reach in the hospitality industry, The Cornell School of Hotel Administration on Hospitality delivers the authoritative advice you need to: Develop and manage a multinational career and become a leader in the hospitality industry Maximize profits from franchise agreements, management contracts, and leases Understand and predict customer choices, and motivate your staff to provide outstanding service Manage hospitality businesses and the real estate underlying the businesses Control costs, coordinate branding strategy, and manage operations across multiple locations

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Скачать книгу The Experience. The 5 Principles of Disney Service and Relationship Excellence бесплатно, читать книги онлайн Bruce Loeffler, Brian Church

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Книга: The Experience. The 5 Principles of Disney Service and Relationship Excellence, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Bruce Loeffler, Brian Church.

Идентификатор книги: 28275108.

книга The Experience. The 5 Principles of Disney Service and Relationship Excellence  Краткое содержание бизнес книги: The Experience. The 5 Principles of Disney Service and Relationship Excellence.

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. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization. Based on the I. C.A.R.E. model, the five principles – Impression, Connection, Attitude, Response, and Exceptionals – give you a solid framework upon which to raise the level of your customer experience. You will learn how to identify your customer service issues and what level of Experience you are currently offering. You can then determine exactly what the «customer experience» should be for your company, and the changes required to make it happen. The Walt Disney Company is the most recognized name in the world for customer service. The «Disney Experience» draws customers from all around the world,. This book describes what it takes to achieve that level of Experience, and how any organization can do it with the right strategy and attention to detail. When the Experience is enhanced, the opportunity arises to convert customers to ambassadors who will share their Experience with others. Find «the experience» and what it means to the Organization Learn the five levels of experience, and why most companies fail at it Identify service problems that face every company in the marketplace Utilize the Experience Quotient and apply the I. C.A.R.E. principles Learn how to convert customers to ambassadors who share their story with others Customers are the lifeblood of business. A great product offering isn't enough in today's marketplace, where everyone's looking for an “experience.” Imagine the kind of value a Disney-level customer experience could bring to your organization. The Experience is a guide to getting there, from an insider's perspective.

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Скачать книгу The Art of Client Service. The Classic Guide, Updated for Today’s Marketers and Advertisers бесплатно, читать книги онлайн Robert Solomon, Ian Schafer

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Книга: The Art of Client Service. The Classic Guide, Updated for Today’s Marketers and Advertisers, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Robert Solomon, Ian Schafer.

Идентификатор книги: 28277313.

книга The Art of Client Service. The Classic Guide, Updated for Today's Marketers and Advertisers  Краткое содержание бизнес книги: The Art of Client Service. The Classic Guide, Updated for Today’s Marketers and Advertisers.

A practical guide for providing exceptional client service Most advertising and marketing people would claim great client service is an elusive, ephemeral pursuit, not easily characterized by a precise skill set or inventory of responsibilities; this book and its author argue otherwise, claiming there are definable, actionable methods to the role, and provide guidance designed to achieve more effective work. Written by one of the industry's most knowledgeable client services executives, the book begins with a definition, then follows a path from an initial new business win to beginning, building, losing, then regaining trust with clients. It is a powerful source of counsel for those new to the business, for industry veterans who want to refresh or validate what they know, and for anyone in the middle of the journey to get better at what they do.

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Скачать книгу Call Centers For Dummies бесплатно, читать книги онлайн Bruce Simpson, Real Bergevin, Afshan Kinder, Winston Siegel

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Книга: Call Centers For Dummies, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Bruce Simpson, Real Bergevin, Afshan Kinder, Winston Siegel.

Идентификатор книги: 28313727.

книга Call Centers For Dummies  Краткое содержание бизнес книги: Call Centers For Dummies.

Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.

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Скачать книгу Why CRM Doesn’t Work. How to Win by Letting Customers Manange the Relationship бесплатно, читать книги онлайн Frederick Newell, Seth Godin

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Книга: Why CRM Doesn’t Work. How to Win by Letting Customers Manange the Relationship, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Frederick Newell, Seth Godin.

Идентификатор книги: 28968693.

книга Why CRM Doesn't Work. How to Win by Letting Customers Manange the Relationship  Краткое содержание бизнес книги: Why CRM Doesn’t Work. How to Win by Letting Customers Manange the Relationship.

CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make customers happy and, at the same time, improve ROI? Is there a practical, affordable way to get customers to say what they really want? In Why CRM Doesn't Work, leading international marketing consultant Frederick Newell explains why it's time to change the game to CMR (Customer Management of Relationships). CMR allows companies to empower customers so they'll reveal what kind of information they want, what level of service they want to receive, and how to communicate with them–where, when, and how often. It is a bold solution for businesspeople at all levels in all industries who want to stay ahead of the curve in the development of customer loyalty. Newell shows by lesson and example why the current CRM isn't working, what needs to change, and how to put the CMR philosophy to work–without additional expense. The book includes case studies of good and bad relationship marketing from companies as diverse as Kraft Foods, Procter & Gamble, Budweiser, Charles Schwab, Dell, IBM, Lands' End, Sports Authority, Radio Shack, and Staples. With the knowledge in this book, a company can learn to build long-term relationships and bring in profits instead of relying on one-time sales. Why CRM Doesn't Work is important reading for companies of every size that are trying to satisfy and sell to today's consumer.

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