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Books to improve your customer service

❶Playlist Customer Service Career Creating a satisfying career path for customer service representatives takes careful thought.

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In his clear and fluff-free book, Jeffrey Gitomer teaches and challenges us to go beyond mere satisfaction and aim for customer loyalty. Their Value-Irritant matrix is a powerful tool for focusing your customer service where it will have the most impact. For years, every new Campaign Monitor support agent received a copy of this book by Leonardo Inghilleri and Micah Solomon on their first day.

Author Joseph Michelli spent two years figuring out how Starbucks was able to take a commodity product like coffee and sell it for several times the typical cost.

His book is an overview of how Starbucks was able to grow and continue to delight customers over time. Jill Griffin focuses on the factors that affect customer loyalty in this highly practical book filled with tactics you can implement in your own business.

They claim reduced customer effort is the one true driver of loyalty. The second half of the book outlines ways to reduce effort across the customer experience. In this book, he and his co-author make the case for customer loyalty as the most important factor in profitability. Much of the book is spent breaking down his practical approach to creating a customer experience strategy that does the job right the first time, using feedback and complaints from customers to identify opportunities for proactive service.

In this book, Roy Peter Clark teaches you how to say more with fewer words than you thought possible. Are there times when you doubt your ability to affect any change with your writing? Anne Lamott has the cure in her wiseand funny book on writing and life: If people wanted you to write warmly about them, they should have behaved better.

This is a wonderful book on writing. Years ago, the Common Craft team explained how RSS works in a way that was far more effective than any number of blog posts. Scaling support often means changing your processes and behaviours over and over again.

Chip and Dan Heath provide a framework to identify why those changes are so hard and how to make them more likely to happen effectively. Their imagining of your brain as an elephant and rider trying to work together is one that will certainly hit home during a period of uncomfortable change.

Maxwell provides thorough, practical advice based on decades of experience to help you develop new skills as a leader. MIT Sloan School of Management professor Zeynep Ton presents a heavily researched case that paying well and improving conditions can result in more success than cutting costs and treating people like replaceable parts. If a big, low-margin retailer like QuikTrip can treat their frontline team well, there are few excuses for the rest of us.

Frei and Morriss start out their book with a blunt challenge: A business cannot be good at everything, and when you choose to excel in one area, you must underperform in another. All orders are protected by SSL encryption — the highest industry standard for online security from trusted vendors. Books and Workshops to build and sustain customer focus and service excellence throughout your entire organization. You will be able to develop and implement a detailed action plan for how you will maximize customer focus throughout your entire organization, department or team.

According to a recent AMEX study, your customers are placing significant emphasis on their service experience with you and this is having a major impact on their buying decisions. The best time to start is right now! We know you want value for your hard earned cash and you need a good reason before you spend it. Here are ten good reasons based on several independent research studies. Implementing a comprehensive Customer Focus Strategy will give you a unique competitive advantage. Beyond price and quality, your customers value how they are treated.

Your customers are looking for maximum value when spending their hard-earned cash, particularly in this economy. Your customers make their buying decisions based on their perceptions of your organization, not your perception. Customers want to deal with those who demonstrate that their business is valued. Creating a Customer-Focused Culture is a proven strategy for both short-term success and long-term growth. Keeping your existing customers is cheaper and more profitable than getting new ones.

The average value of customers is 8 to 10 times their initial purchase. The cost to attract a new customer is 5 to 6 times the cost to save one. Aligning internal processes and ensuring every employee understands how he or she contributes to the customer experience will reduce the cost of poor service. Customer Focus is a profit strategy. This book will help you to increase customer retention, create customer loyalty, and ensure sustainable long-term revenue.

This book provides a detailed roadmap, clear instructions and useful tools which you can use to create and implement your own customer-focused strategy and implementation plan. The research we have studied and our own experience over the past 20 years clearly shows that any organization that chooses to implement a customer-focused strategy will at the very least:.

The practical strategies and detailed instructions in this book can help you to achieve these essential performance improvements. You will be able to create and implement a customer focus strategy that gets the results you want and need. Whether you are a business owner, executive, manager or supervisor, this book will help you to create or sharpen Customer Focus throughout your entire organization. Consultants would charge you hundreds if not thousands of dollars for the knowledge we provide you is this incredible resource.

Five amazing workshops and an online program to help you create and sustain customer focus in your organization. Every employee understands how this leads to customer retention, customer loyalty, customer advocacy and sustainable profitability. Every action you and your employees take is based on a relentless commitment to meeting and exceeding customer expectations each and every day. You constantly listen to the voice of your customers and change the way you do business in order to continually make it easier for your customers to do business with you.

You know your customer touch points and supporting internal processes and you constantly evaluate and improve these to reflect what your customers value. Based on 20 years of hands-on practical expertise and extensive research of proven best practices, this book will enable you to develop and implement a comprehensive action plan for embedding customer focus throughout your entire organization, department or team.

Our e-book version is available through Clickbank. And, when you purchase our e-book you also get a 60 day money back guarantee which is as follows: ClickBank will, at its option, replace or repair any defective product within 60 days from the date of purchase. After 60 days all sales are final. ClickBank does reserve the right to alter or revise its return policy at any time. The need to embed customer focus throughout your organization is greater than ever.

Five amazing training programs to help you create and sustain customer focus in your organization.


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The-best-of-the-best do this. They know that the only long-term strategy that effectively creates customer loyalty, long-term profitability and which strengthens both internal service performance and productivity is a Customer-Focused strategy. This outstanding book explains what it takes to become truly Customer-Focused/5(3).

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Learn what successful customer-focused organizations do to deliver exceptional service, retain customers, earn customer loyalty, from the inside-out. Then use the tools,tips, techniques and approaches provided to create and implement your own successful Customer Focus Action Plan. In its third European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive gaps model at the center of this approach/5(6).

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Product Name: Customer Focus Books | Training Programs >>That’s Customer Focus Click here to get Customer Focus Books | Training Programs >>That’s Customer Focus at discounted price while it’s still available All orders are protected by SSL encryption – the highest industry standard for online security from trusted vendors. The Customer Loyalty Loop Fleming, Noah The Career Press, Inc., Customer Focus Most companies know that their customers are their most important assets and that nurturing customer loyalty is imperative to long-term growth and success.