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Basil O’Hagan’s latest book is a treasure trove of 175 tips on how to deliver the best customer service, whatever your industry. Deliver sensational service! Build loyalty! Grow Profits!
Basil shares his decades of experience in this critical discipline in one easy-to-read volume. Learn to plan and implementworld-class customer service, how to build a service culture, the importance of atmosphere and how to deliver customer service on social media.
Real, practical advice from the best in the game.
Make sales! Build loyalty! Boost yoru career!
A must-have guide for all customer facing staff.
In today's globalised and digital world, consumers can move from one retailer to the next across the world at the click of a button. Online access and social media mean that consumers are more market savvy, more informed and more discerning than ever before. What brings them back is an enhanced shopping experience, and key to this is good customer service. More and more marketers are focusing on retaining their customer base or trying to erode their competitor's customer base through better customer service. After all, happy customers are repeat customers and become advocates for the business.
How organisations can drive growth in the Customer Economy The Digital Revolution has changed the business landscape in remarkable ways and will continue to do so. Organisations across industries and around the world are being disrupted and digitised at increasing pace - putting far more power in the hands of both customers and end-consumers. The traditional inside-out, functionally-siloed business model, typical of the product and sales-led growth era is over. The Customer Catalyst shows how organisations can put customers truly at the heart of their business and catalyse genuine, sustainable growth. Future business models are no longer about functions - they are beginning to revolve around customers. Customer-led companies will, over time, unpack their static functional activities and transform their structure. Customer advocates already wield massive influence in a customer's buying process, and this is only set to increase. This is already changing the role and nature of business functions and Sales is no longer seen as the only source of growth. The Customer Economy is placing greater demands on businesses and offers greater rewards to the businesses that meet and exceed customer expectations. This invaluable book will enable readers to: Lead their organisations to more profitable and sustainable growth Transform their organisations to become truly customer-centric with the C-change growth engine Explore in-depth stories from leaders of companies such as Zoom, Signify, Starling Bank, Ritz Carlton, Microsoft and Finastra with frank advice and practical steps to achieve success Help their companies adapt to, and profit from, the new realities of the Customer Economy Gain important insights from business leaders on best practice in key customer-centric growth areas The Customer Catalyst shows businesses how to survive the transition to the Customer Economy, transform to align around today's dynamic customer needs, and ultimately, drive sustainable business growth.
"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans."
This, in a nutshell, is the advice given to a new Area Manager on his first day – in an extraordinary new business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.
'Raving Fans' is written in the parable style of the bestselling 'The One Minute Manager' and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature – not just a passing fad.
Business is in the midst of a service crisis that has left millions of disillusioned customers in its wake. 'Raving Fans' includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace – and turn their customers into raving, spending fans.
Positive Service Gets Positive Results-- Every Time
Customer loyalty is becoming harder to establish and just as difficult to maintain. This is truer than ever in today's hyperdigital world, where a single customer venting his or her dissatisfaction on a blog or social network can amass an army of anti-"you" activists--and send your business spiraling.
"The Customer Signs Your Paycheck" reveals the secret to ensuring customer contentment during every interaction. Inside, Frank Cooper examines the elements at the heart of quality customer service, which begin with selfawareness and confidence. You'll learn: The 10 commandments for customer relations Eight habits to help you get ahead The easiest way to handle customer complaints A simple method for remembering names
You'll immediately take note of dramatic changes in the way you deal with difficult personalities, customer complaints, and other challenges that come with the territory.
Why drive customers to the competition? It really "is" easy to provide superb service, even when dealing with today's highly empowered and demanding customer.
Whether you run your own company or work for a large corporation, establishing customer loyalty is a prerequisite for business growth. In "The Customer Rules," C. Britt Beemer, a leading consumer research and marketing consultant, and bestselling business author Robert Shook offer practical advice on how to build a robust company culture based on the concept of unsurpassed customer-service designed to increase your market share. . .
A combination of extensive market research unprecedented in scope, as well as close studies of fourteen companies that excel in the area of customer service, "The Customer Rules" distills profitable lessons on how to achieve strong customer loyalty. Referencing specific research findings, Beemer and Shook examine the obstacles that too often distract a company's focus from its most important task--providing preeminent service and creating a unique customer experience. The authors then supply fourteen workable solutions to ensure the return of customers time and time again, including: . . Instill the importance of customer service in every employee. Use a small-town approach to meeting customers' needs no matter how big your company is. Develop a unique identity your customers will seek out. Maintain a focus on the customer before, during, and after the sale. .
Success in retail, service, manufacturing, or any other business always boils down to the customer experience. Beemer and Shook use in-depth interviews with high-level managers from such companies as Chubb, NetJets, Edward Jones, Lexus, Johnson And Johnson, and Four Seasons Hotels to illustrate the best ways for creating exceptional customer service. "The Customer Rules" gives you thetools you'll need to become the undisputed leader in your industry..
Bridget Brennan, CEO of Female Factor, shows readers how to win sales and grow market share by creating a customer experience that appeals to the most powerful consumers: women.
When people think about the world's growth markets, they often envision countries like China and India. Yet they miss the largest one right here at home, no matter where you call home: women. With women driving 70 to 80 percent of consumer spending, it would seem an obvious strategy to learn how best to appeal to this continually expanding market. Common sense? Yes. Common practice? No.
In Winning Her Business, Bridget Brennan, advisor to some of the world's biggest brands and businesses, provides a roadmap for selling in a world dominated by the rise of women's economic power. Brennan introduces The Four Motivators(R) Framework, which shows how every company can help customers feel:
- connected to them, their brand, and their business,
- inspired to buy from them specifically,
- confident in their buying decisions, and
- appreciated for their business.
Showcasing best practices from brands as diverse as Lexus, Sephora, Allstate and the Minnesota Vikings NFL team, Winning Her Business offers invaluable insights into women as consumers and shows that almost all businesses have an opportunity to create an inclusive customer experience that inspires increased sales, referrals, and repeat business.
It's no secret that most advertising is silly, irritating, and boring. Everywhere we go, irrelevant ad-noise clutters our physical and mental environments. More importantly, it simply doesn't work. If your company's advertising doesn't rise above the fray, you probably blame your agency-they're not giving you their best work, or they "just don't get it." But consider this: you might be the problem. After nearly five decades in the advertising business, David Ullman has learned a few things about how to make effective ads. Forget the Mad Men image of a lone creative generating brilliant insights. David was on Madison Avenue in the '60s and '70s-that's not how it worked then, and it doesn't work that way now. Great advertising comes from great relationships. It comes from clear communication, shared goals, and trust. And all of those start with great clients. The tips and insights in this book show exactly how to work with your agency to ensure the work they produce is the best it can be. It's simple-learn how to be a great client, and you'll get great advertising.
The powerful parable that has helped millions to see their lives and work in a new way -- now revised and updated to celebrate 20 years of working with greater purpose! It's a rainy day in Seattle, and on the third floor of First Guarantee Financial, people have stopped believing they can make a difference. To new manager Mary Jane Ramirez, the challenge of bringing life back to her unenthusiastic and unmotivated team seems impossible -- until she discovers an incredibly successful workplace down the street, where the employees are so alive and passionate that people stop just to watch them work! FISH! is the remarkable story of what happens when Mary Jane seeks the help of these unlikely business "experts" and learns their secret: four simple practices that, when applied daily, help anyone to be more energized, effective, and fulfilled. Filled with inspiration and timeless wisdom that will resonate with anyone in any field or career level, FISH! is one of the most popular business parables of all time. People in organizations around the world use its practical lessons to improve customer service, build trust and teamwork, bolster leadership, and increase employee satisfaction. They also use the lessons to strengthen personal relationships, and to live with greater purpose and happiness. FISH! will help you discover the amazing power that is already inside you to make a positive difference -- wherever you are in life.
If leaders aren't integrating their digital offerings into a philosophy of Customer Success, they will be defeated in the next decade, because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer. Shows leaders how their digital implementations will make them more Amazon-like Helps you deliver recurring revenue Shows you how to embrace customer retention Demonstrates the importance of "churning" less Get that competitive advantage in the most relevant and important arena today--making and cultivating happy customers.
The Third Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk.
Phase 3 of digitalisation has started. A phase of artificial intelligence has revolutionised the buying behaviour of customers: collecting information, the buying process and customer service have changed dramatically. This book explains the impact of the 'internet of things', virtual assistants, bots and client data. But first of all this is a book about customers. In a world of automatisation the most important question remains: how can I be customer-oriented? "Steven is a much asked for keynote speaker for our events, always a highlight. He has a unique and authentic style: with a combination of academic depth and well-built cases he spices up his presentations with a tremendous amount of humor." - Anthony Belpaire, Google.
In this book, you'll find 54 hands-on descriptions that help you do the key methods used in service design. These methods include instructions, guidelines, and tips-and-tricks for activities within research, ideation, prototyping, and facilitation. This is the print version of the method companion to the book This Is Service Design Doing (#TiSDD). It includes the same content that you can find free on the book website, tisdd.com, but nicely revisualized and presented in a professional bound format. Caveat: While methods are the building blocks of a service design process, owning a pile of bricks does not make you an architect or even a bricklayer. Success in doing service design certainly requires a mastery of these methods. However, you must also be able to combine them into a process that fits the context and needs of your organization and guide people through this new way of working. This book only contains the building blocks-the methods. It doesn't detail how to assemble them into a cohesive design process or how to plan or manage it. Neither does it describe why people should invest in service design nor explain how to bring service design to life in your organization. For all of this (and more), please read This Is Service Design Doing.
For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles. The market-leader, Customer Service: A Practical Approach, Sixth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships
Times have changed.
Long gone are our days of being kings of the manufacturing industry, we are now immersed in the world of 'service' where the relationship between an organization and the customer is an integral part of the 'product' offering. The nation is suffering from a widespread lack of truly customer-satisfying service. We lack the very thing that we need to make this new paradigm work efficiently: service-ability.
Organizations of all kinds are facing high customer churn, serious customer antagonism, loss of consumer confidence and plummeting customer satisfaction. Research shows that totally satisfying the customer is the only thing that will secure loyalty and offer significant competitive advantage. Yet still, on a daily basis we encounter service that frustrates us.
Whilst the emergence of technology has no doubt brought efficiency to many areas of business activity, including the third sector, it has led to the standardised and indifferent service we regularly receive. We appear to have lost sight that people do business with people. Through efficient technology, our organisations may be serviceable but they are not "service able." The arrival of Generation Y and the developments in social media, provide businesses with a whole new way to engage with their customers, but also provide a new way for customers to rate companies, products and services: not always in a positive manner. 'Like' or '#Fail' have become part of our social language.
Organizations that refocus on the need to treat customers in a way that satisfies them, and not the technology, will have better customer retention, lower costs of replacement and will build their brand value through better reputations."Service-Ability "delves deeply into these areas to show how today's managers need to re-think the way we structure, manage, lead and organize our companies to achieve total 'customer-centric' work cultures that develop lasting relationships with customers.
In today's hyper-transparent world, consumers have enormous power to decide which brands are worth their time and money--so how do you make sure they choose yours? Unfortunately, most leaders and organizations are stuck following archaic, detrimental business practices. Meanwhile, savvy consumers and employees across every generation are making their stance perfectly clear: They are not interested in supporting organizations that seem inauthentic, soulless, or untrustworthy. In this environment, only the honest will survive. In Honest to Greatness, serial Inc. 5000 entrepreneur Peter Kozodoy shows how today's greatest business leaders use honesty--not as a touchy-feely core value, but as a business strategy that produces game-changing, industry-dominating success. Through case studies and interviews with leaders at Bridgewater Associates, Sprint, Quicken Loans, Domino's, The Ritz-Carlton, and more, Kozodoy presents fresh business concepts that anyone in the workplace can implement in order to: Reach, engage, and retain your best customers Attract and inspire the best talent in any industry Create an unbeatable culture of innovation that dominates your competitors Earn your team's respect and loyalty Unlock deep personal fulfillment by setting the "right" goals Filled with powerful lessons for current and future leaders, this timely book demonstrates how to use honesty at both the organizational and individual level to achieve true greatness in business and in life.
Learn about new strategies to improve service, quality, and profitability for quick service restaurants Quick Service Restaurants, Franchising, and Multi-Unit Chain Management examines a variety of issues pertaining to quick service restaurants. Quick-service restaurants (QSR) are the dominant sector of the foodservice industry and a one-hundred-billion-dollar industry. Since their inception in the 1920s, quick-service restaurants have become one of the cultural icons of America. This informative book contains vital information on: growth, change and strategy in the international foodservice industry food safety as an international problem and the formation of outreach committees to combat the challenges faced globally food consumption patterns and the driving forces that influence consumer food preferences the differences between mature and younger customers' expectations and experiences in QSRs, casual, and fine dining restaurants consumer attitudes toward airline food adding quick-service meals to airplane menus factors influencing parental patronage of QSRs a case study on how Billy Ingram, founder of White Castle restaurants, made the hamburger a staple on American menus
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