A01=Raul Pupo
Age of the Customer
Author_Raul Pupo
Bernard
Bill
Business Ethics
Category=KJSU
Conducting an Enterprise-Wide
Crafting a Customer-Focused Mission Statement
Customer Acquisition vs. Customer Retention
Customer Satisfaction vs. Customer Loyalty
Customer-Focus Diagnostic
Customer-Focused Leadership
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_nobargain
eq_non-fiction
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Reverse Auctions
Sarbanes-Oxley
Service as a Differentiating Strategy
Service as a Non-Zero-Sum Game
Service Ethic
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Streamlining the Organization for a Customer Focus
Victor
Product details
- ISBN 9780313386022
- Weight: 454g
- Dimensions: 156 x 235mm
- Publication Date: 16 Jun 2010
- Publisher: Bloomsbury Publishing Plc
- Publication City/Country: US
- Product Form: Hardback
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In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back.
What distinguishes America's Service Meltdown: Restoring Service Excellence in the Age of the Customer is its striking originality and applicability to businesses of nearly every type and size. Based on the author's extensive personal and professional experience, the book offers a straightforward, no nonsense model that clearly explains how to organize the modern enterprise for the delivery of service excellence.
Customer-oriented companies can operate more effectively, Raul Pupo argues, by focusing on the critical success factors of service: leadership that unequivocally believes they are in business to serve the customer; a business-planning process centered around the customer; an organizational ethic of service up and down the ranks; and an empowered, motivated, and competent frontline organization. Readers will discover what it takes to serve customers superbly, how excellent customer service profoundly improves profitability, and how to identify the biggest obstacles to good service. Most importantly, they will be rewarded with concrete instructions that will enable them to deliver topnotch customer service every step of the way.
Raul Pupo is an entrepreneur, author, speaker, and consultant in the information technology industry.
