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1. |  By: Michael Heppell Publisher: FT Press Publication Date: 14-JAN-2009 Insert Date: 09-SEP-2009 Slots: 1.0 | Everybody loves Five Star Service. It's the
surest way to a more successful career for you and greater success
for your organization. What's more, it's not half as difficult or
time consuming to achieve as you might think!
Neither does it have to cost a fortune.
There's a common misconception that Five Star Service carries a
hefty price tag - this is simply not true! Many of the essential
components of Five Star Service cost little or nothing to
achieve.
In this simple but hugely powerful little
book, bestselling author Michael Heppell shows you exactly how to
deliver Five Star Service,...
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2. |  Living Service: How to Deliver the Service of the Future Today By: Marc Silvester; Mohi Ahmed Publisher: FT Press Publication Date: 14-JAN-2009 Insert Date: 03-SEP-2009 Slots: 1.0 | Overview: Living Service: How to Deliver the Service of the Future Today ‘"Living Service will
revolutionize service industries in the same way that lean thinking
revolutionized manufacturing.’" -Professor Ikujiro
Nonaka, author of The Knowledge-creating Company
"...uplifting, fascinating, provoking
... Living Service is a must- read for anyone working in
partnerships or interested in co-creation.’" -Lynda
Gratton, London Business School
"A wonderful book showing how the mind,
body and soul of all organizations can be brought together in an
interconnected whole to help create a sustainable future for us
all.’" -Jin Tatsumura, Director, Gaia Symphony
Business...
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3. |  What'S The Secret?: To Providing a World-Class Customer Experience By: John R. DiJulius Publisher: John Wiley & Sons Publication Date: 02-MAY-2008 Insert Date: 17-MAY-2009 Slots: 1.0 | Overview: What'S The Secret?: To Providing a World-Class Customer Experience
What's the Secrets? gives you an inside look at the world-class customer service strategies at today?s some of today?s best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world?s best customer service providers.
...
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4. |  Master Data Management and Customer Data Integration for a Global Enterprise Publisher: McGraw-Hill Osborne Media Publication Date: 24-MAY-2007 Insert Date: 01-MAY-2009 Slots: 1.0 | Overview: Master Data Management and Customer Data Integration for a Global Enterprise
Gain a complete and timely understanding of your customers using MDM-CDI and the real-world information contained in this comprehensive volume. Master Data Management and Customer Data Integration for a Global Enterprise explains how to grow revenue, reduce administrative costs, and improve client retention by adopting a customer-focused business framework.
Learn to build and use customer hubs and associated technologies, secure and protect confidential corporate and customer information, provide personalized services, and set up an effective data governance team. You'll also get full...
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5. |  By: Richard Hodge; Lou Schachter Publisher: McGraw-Hill Osborne Media Publication Date: 03-FEB-2006 Insert Date: 28-APR-2009 Slots: 1.0 | Overview: THE MIND OF THE CUSTOMER
"Today's sales professionals have to find a way to contribute to their customers' ability to satisfy their own customers and achieve their critical business goals." --Dale Hayes, Vice President of Sales, UPS
"The old world of buying them a scotch and having a great dinner is not enough.... The speed of change, the availability of information to your customers, and aggressive global competition has produced a new playing field." --Rick Cheatham, Sales Director, Information Processing & Systems Division, Avery Dennison
Let the world's best sales forces show you a new way of selling that...
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6. |  A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong By: Janelle Barlow; Claus Møller Publisher: Berrett-Koehler Publication Date: 01-AUG-2008 Insert Date: 06-NOV-2008 Slots: 1.0 | Overview: A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong The first edition of A Complaint is a Gift introduced the
revolutionary notion that customer complaints are not annoyances to
be dodged, denied or buried, but are instead valuable pieces of
feedback that can be used to improve an organization's products and
services. This new edition has been thoroughly revised and updated.
There are two brand new chapters on the Internet, a new section
entitled Handling Complaints Directed at You and another new
section that turns the tables and discusses how the reader can
complain effectively. More relevant than ever in today's constantly
connected world,...
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7. |  By: Donald E. Sexton Ph.D Publisher: Wharton School Publishing Publication Date: 06-APR-2009 Insert Date: 21-OCT-2008 Slots: 1.0 | This is the Safari online edition of the printed book.
Whether you’re a C-level executive, a
line-of-business leader, or a mid-level manager, one job ultimately
matters most: achieving superior financial performance.
In Value Above Cost, Columbia
University’s Donald E. Sexton systematically explains how to
do it. Sexton identifies the real drivers of financial performance
and introduces a powerful new metric for managing and building it:
Customer Value Added (CVA®). Sexton demonstrates CVA® at
work, presents research and case studies that prove its value, and
shows how to use it to...
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8. |  By: Leonor Senior Analyst, The Gilbane Group Ciarlone Publisher: Gilbane Group, Inc. Publication Date: 01-DEC-2006 Insert Date: 10-OCT-2008 Slots: 1.0 | For many industries, the U.S. market is essentially saturated.
Hence, corporations are turning to emerging markets such as China,
India, and Latin America for revenue expansion as well as
increasing focus on existing European and Asia-Pacific operations.
Hence, concentrating on the global customer experience is critical.
This case study profiles Sun Microsystems and its commitment to
achieving excellence in this arena. The company has achieved
extraordinary results by viewing globalization as an
enterprise-wide business practice and unifying content and
translation business processes and...
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9. |  The Truth About What Customers Want By: Michael R. Solomon Publisher: FT Press Publication Date: 16-OCT-2008 Insert Date: 05-APR-2008 Slots: 1.0 | Overview: The Truth About What Customers Want This is the Safari online edition of the printed book.
Customers demystified! How you can move them
to buy...buy more...and keep on buying!
The truth about what customers really
want, think, and feel
The truth about keeping current customers
happy—and loyal
The truth about the newest trends and
advances in consumer behavior
Simply the best thinking
THE TRUTH AND NOTHING BUT THE TRUTH
This book reveals 50 bite-size, easy-to-use
techniques for finding and keeping highly profitable customers
“Michael Solomon’s The Truth
About What Customers Want contains great...
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10. |  Customer Relationship Management: Getting It Right! Publisher: Prentice Hall Publication Date: 29-OCT-2002 Insert Date: 28-MAY-2003 Slots: 1.0 | Overview: Customer Relationship Management: Getting It Right! Build a winning CRM program—one step at a time.
This book presents a complete, step-by-step blueprint for
designing, implementing, and managing a successful CRM program. The
former Director of HP's enterprise-wide CRM initiative shows how to
identify the elements of CRM most crucial to your organization,
then implement infrastructure to deliver on your key priorities,
whatever they are. Through real-world case studies drawing on her
extensive experience as a CRM leader and consultant, Judith W.
Kincaid addresses both the managerial and technical challenges of
CRM. Kincaid's authoritative...
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