Brown , Customers for Life : How to Mary Jo Bitner, Bernard H. Booms, and Mary Tetreault, Carl Sewell and Paul B.
You can also estimate the Brown , Currency , This is definitely one of the very best books ever written on business. A longtime bestseller that is strongly recommended by everybody who is anybody in business Brown Pocket Books , The examples and practice of customer delight would do well in the consumer durable industry in India.
Murphy's law really holds true — all warranties Louis B. Leonard L. Berry, David R. Bennett, and Carter W. He describes every one of them For one of the best examples of this work, Brown New York: Pocket Books, Adams Los Brown , Customers For Life , rev.
A long-time bestseller that is strongly recommended by everybody who is anybody in Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life.
A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it.
Always beat your estimate or throw in an extra service free of charge. Customers for Life Customers for Life Bell Chip R.
Author : Chip R. We're so spoiled that when something is merely good enough, we just walk away. Chip and John explain that the surefire method for growth and customer loyalty is simple: don't be boring. I LUV this fantastic book. If you want to know the best way to do it, read Take Their Breath Away.
The examples in this book will certainly start your creative juices flowing and help your organization take your customers' breath away.
Ideas by themselves are worthless. These rules are elaborated on and enhanced by quotes and insights from over business leaders, practitioners, and thinkers into what is sure to be an essential desk reference for managers, professionals, and executives-to-be.
The book introduces each category with a two-page commentary, and weaves two to four essential rules throughout every chapter. The heart of each chapter, however, is the quotes and insights on the subject culled from the great minds in business, both living and historical—leaders and thinkers such as Machiavelli and Jack Welch, Adam Smith and his invisible hand and Tom Peters on marketing Me, Inc. Lafley, Jeff Bezos on the perils of hiring the wrong person and Bill Gates on the value of information technology, Anne Mulcahy and Warren Buffett, and many more.
Ford Robert C. Author : Robert C. Managing Hospitality Organizations: Achieving Excellence in the Guest Experience takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector.
The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership. The first edition of A Complaint Is a Gift introduced a revolutionary notion: customer complaints are a valuable feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus.
In fact, they're the best bargain around in market research. The second edition features a new chapter on receiving and responding to Internet complaints; a new chapter on how to deal with and take advantage of complaints that are directed at you personally; and, turning the tables, a section on how you can complain constructively and effectively.
And throughout, the text has been heavily revised, with a wealth of new examples, tools, and strategies. Bridges to the Customers Heart successfully captures the essence of what it takes to be customer-centric.
The to-do-list approach reduces complex concepts to ideas that you can use right on a Monday morning to deliver superior service to the customer in whatever business situation you find yourself. After reading every Bridge you feel like jumping right into the service arena as a genuine apostle of service excellence to do whatever it takes to satisfy the customer.
Bridges speaks directly to senior management, frontline people, and the owner manager alike, challenging orthodoxy, business as usual, and mediocrity wherever they raise their ugly heads.
Written by a marketing and strategy teacher, this book proves there is tremendous room for improvement in marketing for any company.
The practical, eye-opening, and immediately useful information will affirm that you dont know as much as you think you know to maximize your marketing success. Cronin Thomas E. Author : Thomas E. Some leaders fundamentally alter the status quo whilst others guide quietly.
Most leadership books emphasise specific rules, but Tom Cronin and Michael Genovese see leadership as filled with paradox. Leadership Matters offers a different view of leadership - one that builds community and responds creatively to new situations. Cronin and Genovese argue that leadership is about more than just charisma and set leaders on to a different path - to unleash the power of paradox.
Evans James R. Author : James R. Inggris by Bayu Satya. Sanchez M. Vladimir Truhlar. Zaanen on the occasion of his 80th birthday by C. Volume 7 by Gamei Hitsuji. Volume 8 by Gamei Hitsuji. Intrinsic motivation or just CV building?
Edward Bach. And Other Lies by Whitney Cummings.
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