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Customer Service
1,001 Ways to Keep Customers Coming Back
Donna Greiner, et al
1,001 Ways to Keep Customers Coming Back by Donna Greiner and Theodore B. Kinni (Prima Publishing) literally overflows with excellent advice. The book offers eleven broad strategies for customer retention and the authors have filled the book with great tips that will work for you.
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Customer Love
Chip R. Bell
Customers who like you will come back. But customers who love you will go out of their way to take care of you! They don't just come back; they don't simply recommend you; they insist their friends do business with you. They forgive you when you make mistakes, give you candid feedback, and champion you to others, and over time spend more money with you.
Customer Love shows how loyalty comes through a partnership, not from "wowing" the customer.
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Customers As Partners: Building Relationships That Last
Chip R. Bell
Astute managers and entrepreneurs already know that customer loyalty is a necessity for profitable businesses, and they have invested in this knowledge by initiating a wide variety of quality service programs intended to dazzle customers. But while providing dazzling service may tender short-term customer satisfaction, it is a costly and unsustainable approach. Long-term success depends on replacing the superficial transaction-oriented approach with the deeper commitment of partnership.
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Delivering Knock Your Socks Off Service
Kristin Anderson, Ron Zemke
This bright and breezy service primer has proven itself a big hit with front-line service providers and service managers alike! For the nearly 80% of America's workforce that provides service, this friendly tool makes sure the "good service" message gets across loud and clear.
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Keeping the People Who Keep You in Business
F. Leigh Branham
Today's worker shortage is painful enough, but compounded by other employment realities it's enough to make anyone handling personnel feel as if they're in a war. That's exactly the premise advanced by employee-retention specialist Leigh Branham. The book details 24 Retention Practices that Branham developed and organized around the principles of attracting, selecting, integrating and coaching.
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Raving Fans: A Revolutionary Approach to Customer Service
Kenneth Blanchard, et al
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--not just another program of the month.
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Seven Power Strategies for Building Customer Loyalty
Paul R. Timm Ph.D.
Customer service isn't just an empty slogan. With these seven powerful strategies, it's the key to long-term organizational success. Customer loyalty is one of the most precious assets a company can have. But very few companies excel at keeping their customers loyal. Read and learn how!
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The Customer-Centered Enterprise
Harvey Thompson
IBM's battle plan for attracting new customers--and keeping them for life. IBM stays on top by constantly honing and refining its marketing strategies. One vital strategy, however, remains constant: The customer must always come first. The Customer-Centered Enterprise is an in-depth exploration of IBM's battle-tested Customer Value Management--the revolutionary program that makes the customer's viewpoint paramount in every corporate process and management decision.
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The Value Profit Chain
Heskett, Sasser, Jr., Schlesinger
This author teams examines thirty years of research and anecdotal evidence to prove the efficacy of the “value profit chain” (happy employees = happy customers = profits). The book describes the “performance trinity” -- leadership and management, culture and values, and vision and strategy – and how it is used to fulfill the equation.
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