Customer Services

In 1987, Motorola developed Six Sigma out of a need for improvement in their pager manufacturing processes. Since then, Six Sigma has been implemen...

In every industry, and any company, customer loyalty marketing is an important pillar of corporate strategy. This second edition of Customer Loyalt...

Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenge...

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives ...

The importance of customer service is widely emphasized in business today. This book offers the first comprehensive analysis of the organization an...

When every member of staff embraces why guests visit and considers the alternative options they had, you unlock a powerful mindset: The Hospitality...

In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are...

A holistic approach to harnessing a company's processes to achieve true customer satisfaction Every move that a corporation makes is a mixture of ...

Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees ...

A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where it meets its customers. Tradit...

Most restaurant customers are nice people, but a few are socially maladjusted psychopaths who relish giving their waiters a hard time. WAITER RANT ...

How do you know---with certainty---that your business is as profitable as it could be? Don’t put this book down until you’ve earned all the profits...

Can I Have 5 Minutes of Your Time? is one of the best selling books on sales to come along in over 20 years. The ideas and concepts inside have bee...

Most people fail to see the correlation between “business” and “brains.” For Yitzchok Saftlas, master of marketing, it seems readily transparent. ...

Almost every advertising, promotion, or marketing communications textbook is based on an inside-out approach, focusing on what the marketer wants t...

Beside talent and a sterling portfolio, what can world-class consultants like Deloitte & Touche, Societe General and Towers Perrin boast has he...

Two of the major parallel challenges facing businesses today are how to adapt to the changes of fast-paced, fragmenting markets and how to grow a b...

A guide to refocusing your business on those who matter most: customers and employees. Technology and social media tools have made it easier than ...

Digital transformation has shaped a new landscape for companies and their customers, offering companies a wealth of data with which to develop cust...

How organisations can drive growth in the Customer Economy The Digital Revolution has changed the business landscape in remarkable ways and will co...

Easy to digest tips and tools on how not to run a business Experts are constantly telling us what we need to be doing to improve our businesses. Hu...

Based on interviews with fifteen top financial advisors, each doing several million dollars’ worth of business every year, this priceless tool cont...

Porsches for soccer moms? Patagonia vests for finance bros? Crocs for trendsetters? Weight Watchers for wellness? What happens when growing your br...

Understand what it takes to develop successful public relations campaigns Effective public relations (PR) can help level the playing field between ...

This book uses insights from services marketing to illustrate how financial service providers should utilize service marketing concepts to provide ...

In today's competitive business environment, most companies realize that the better they can manage their customer relationships, the more successf...

In recent years, luxury goods markets have faced significant changes that have influenced both the dynamics of the competition, as well as their st...

Packed with engaging examples and case studies from companies including Amazon, IBM, and Pepsi, as well as unique insights from sales professionals...

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives ...

Packed with engaging examples and case studies from companies including Amazon, IBM, and Pepsi, as well as unique insights from sales professionals...

A comprehensive guide to a burgeoning field, this book shows how to design and implement a future-proof post-sales service program focused on proac...

The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true s...

The service paradigm is changing from the traditional concept of a service transaction to one of the service experience. Starbucks Coffee, Disney W...

This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides impor...

Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage...

Marketing can be confusing for business owners. That’s why author Jill Brennan created this clear and concise guide to small business marketing. Bu...

Introducing "return on relationship" with your most valued customers The traditional model of growing your business--by relying on employees in sa...