This book is a lively, often amusing, but seriously perceptive exploration of The History Factory's role in creating and shaping the... Læs mere
Contends that the people and companies harnessing the word-of-mouth power provided by multiplatform media - those that can shift their outlook and operations to be more customer-aware and fan-friendly - can pull away from the pack and profit in markets.
Praise for The Best Service Is No Service "A very sharp and practical treatise on... Læs mere
This work shows how companies can avoid commoditization by delivering superior customer value. It provides an account of what a company must do and how to go about doing it in each critical area.
Examines various aspects of customer relationship management, including an extensive historical overview of marketing strategies and relationship marketing. The book includes definitions of strategic approaches of marketing, managing business relationships and buying behaviour.
This primer for customer service leaders at all levels outlines successful techniques for creating a customer focused culture, taking costs out of the business and... Læs mere
This volume suggests new directions for researching and improving communication practices in a variety of service contexts and provides clear guidance for organizations wishing to initiate and evaluate their efforts to improve practices with customers.
Human Sigma offers an innovative research-based approach to one of the toughest challenges facing sales and services companies today: how to effectively manage the employee-customer encounter to drive business success.