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Raving Fans
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Ken Blanchard, Sheldon M Bowles, Harvey MacKay (Foreword by)
Written in the parable style of THE ONE MINUTE MANAGER, RAVING FANS 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 and not just another program of the month.
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The Ultimate Question: Driving Good Profits and True Growth
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Frederick F Reichheld
CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Their growing addiction to bad profits. These corporate steroids boost short-term earnings but alienate customers. They undermine growth by creating legions of detractors - customers who complain loudly about the company and switch to competitors at the ...
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Customer Satisfaction Is Worthless Customer Loyalty Is Priceless
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Jeffrey H Gitomer
A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.
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Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results
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Jack Mitchell
A master of customer service reveals his proven secrets to developing long-standing relationships and customer loyalty by making business personal.
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What's the Secret: To Providing a World-Class Customer Experience
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John R DiJulius, III
"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 ...
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Raving fans : a revolutionary approach to customer service
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Kenneth H. Blanchard, Sheldon M. Bowles
A straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager. Raving Fans, in a nutshell, is the advice given to a new Area Manager on his first day -- in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer ...
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Complaint Is a Gift
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Janelle Barlow, Claas Moller
This work demonstrates how companies can use complaints as a strategic tool to actually increase business. It offers a complete "Complaints Policy" that readers can implement in their companies and presents numerous real-life examples of good (and poor) complaint handling.
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The Discipline of Market Leaders
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Michael Treacy (Read by), Fred Wiersema (Read by)
The runaway international bestseller with more than 600,000 copies sold, now expanded to make its message even more compelling for todays market leaders.. Why is it that Casio can sell a calculator more cheaply than Kelloggs can sell a box of corn flakes? Why can FedEx absolutely, positively deliver your package overnight but airlines have trouble ...
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Be Our Guest: Perfecting the Art of Customer Service
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by
Disney Institute (Creator), Michael D Eisner (Foreword by)
In a brand-new series, the Disney Institute reveals the strategies that have sealed Disney's extraordinary reputation in a highly competitive and ever-evolving business environment. This edition features anecdotes and case studies from various companies that describe how they adopted the techniques learned in the Institute's seminars to create an ...
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The Nordstrom Way: The Inside Story of America's #1 Customer Service Company
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by
Robert Spector, Patrick D McCarthy
Praise for The Nordstrom Way "Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for." -- David D. Glass President and Chief Executive Officer Wal--Mart Stores, Inc. "Nordstrom is a national model ...
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Consumer Behavior: Buying, Having and Being
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by
Michael R Solomon
For sophomore/junior-level courses in Consumer Behavior and Consumer Psychology in the department of Marketing, and for use in MBA courses. *Using a lively writing style, examples that relate directly to students as consumers, and "cutting-edge" research, this critical examination of marketing practices explains why people buy things and how ...
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Jeffrey Gitomer's Little Red Book of Sales Answers: 99.5 Real World Answers That Make Sense, Make Sales, and Make Money
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by
Jeffrey H Gitomer
Salespeople need answers, fast! Now, one book brings together all the proven, tested, instant answers they'll ever want: Little Red Book of Sales Answers. This is the legendary Jeffrey Gitomer, the world's #1 sales presenter and author of the inspirational 250,000-copy bestseller Little Red Book of Selling. This new book goes beyond anything ...
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Services Marketing: Integrating Customer Focus Across the Firm
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Valarie Zeithaml, Mary Jo Bitner, Dwayne D Gremler
"Services Marketing, 5/e", recognizes that services present special challenges that must be identified and addressed in real circumstances. The heart of the book's content is to develop strong customer relationships through quality service. The book also focuses on knowledge needed to implement service strategies for competitive advantage across ...
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Consumer Behavior
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by
Leon G Schiffman
This text uses a marketing segmentation approach to convey the essence of consumer behaviour and to connect psychological, sociocultural and decision-making aspects of consumer behaviour. The authors explain in an integrated fashion what consumer behaviour variables are, types and importance of consumer research and problems in performing research ...
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Attracting Perfect Customers: The Power of Strategic Synchronicity
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Stacey Hall, Jan Brogniez
The authors outline a simple strategic process for making business so highly attractive that perfect customers and clients are naturally drawn right to them. They prove that it is no longer productive or profitable to conduct business using the war-like marketing techniques of targeting customers and outmanoeuvring the competition. Using the ...
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Your Call Is (Not That) Important to Us: Customer Service and What It Reveals about Our World and Our Lives
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by
Emily Yellin
Yellin offers a lively narrative exploration of the very human stories behind the often inhuman face of call-center customer service--and why customer service doesn't have to be this bad.
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Discovering the Soul of Service
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by
Leonard L Berry
Focusing on 14 companies that stand out from the pack - including the Chick-Fil-A, Charles Schwab Corporation, Dial-A-Mattress, Enterprise Rent-A-Car, and Midwest Express Airlines - Leonard Berry identifies nine drivers of sustainable success for any service organization.
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Award-Winning Customer Service: 101 Ways to Guarantee Great Performance
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Renee Evenson
When it comes to customer service, 'good' just isn't good enough. To stand out from the crowd, a company needs to deliver excellent service to their customers. "Award- Winning Customer Service" shows how to make it happen. Packed to the brim with practical tips and strategies for improving and then maintaining any company's level of customer ...
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The Mind of the Customer: How Great Companies Like UPS, Lexus, and Nokia Have Reinvented the Sales Process to Accelerate Their Customers' Success
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Richard Hodge, Lou Schachter
The trainers of the world's best sales forces unveil a new way of selling that redefines success. "The Mind of the Customer" builds on the proven performance-improvement training techniques of The Real Learning Company to supply sales and marketing professionals with a dynamic, straightforward plan for improving profitability, productivity, and ...
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Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation
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by
Robert Bacal
Most employees can benefit from learning to use specific verbal techniques to handle customers. Difficult customers especially can take a toll on both company bottom lines and the health and well being of employees. In the best-case scenario, angry customers who are not defused properly will not return. This book provides clear explanations of the ...
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Customer Mania!: It's Never Too Late to Build a Customer-Focused Company
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Ken Blanchard, Jim Ballard, Fred Finch
From one of America's biggest bestselling authors and inspiring business speakers comes the key to creating a people-oriented, performance-driven, customer-first organization.
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Get More Referrals Now!
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by
Bill Cates
This book helps you: eliminate cold calling forever; get prospects returning your calls; form powerful referral alliances; and, create an unlimited flow of quality prospects referrals. Selling in today's business environment is more challenging than ever. But the secret to success isn't longer hours and more phone calls; it's getting better ...
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Customer Service Skills for Success
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by
Robert W Lucas
Customer Service, 4/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and ...
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Customers for Life: How to Turn That One-Time Buyer Into a Lifetime Customer
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by
Carl Sewell, Paul B Brown
Establishing customer loyalty is crucial in any enterprise. Sewell, owner of one of the largest car dealerships in the U.S., reveals his secrets to winning customers over and ensuring they come back.
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Consumer behavior
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by
Michael R. Solomon
Giving examples that relate directly to students as consumers, and critically examining marketing practices, this work explains why people buy things and how products, services, and consumption activities contribute to the broader social world that consumers experience. The work has a strong international coverage with each chapter containing a ...
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