Business : Customer Service

Clued In gives you the tools to craft an outstanding customer experience, no matter what you sell, or who your customers are. Experience Engineering CEO Lou Carbone reveals the experience "clues" you're already delivering to customers, whether you know it or not. Next, he shows how to re-craft those clues into a consistent, powerful experience that can differentiate practically anything. Carbone covers the entire process, hands-on: organizing "experience design" teams... evaluating existing experiences... designing manageable clues that connect with customer desire... rolling out new experiences... and making experience both sustainable and profitable. more...

Price: $20.76

A practical, hands-on guide for training customer service employees. more...

Price: $21.95

In their efforts to become more customer-focused, companies everywhere find themselves entangled in outmoded systems, metrics, and strategies rooted in their product-centered view of the world. Now, to ease this shift to a customer focus, marketing strategy experts Roland T. Rust, Valarie A. Zeithaml, and Katherine N. Lemon have created a dynamic new model they call 'Customer Equity', a strategic framework designed to maximize every firm's most important asset, the total lifetime value of its customer base. more...

Price: $17.99

Discover the secrets of world-class leadership!. When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: Understanding the ever-evolving needs of customers; Empowering employees by treating them with the utmost respect; Anticipating customers' unexpressed needs and concerns; Developing and conducting an unsurpassed training regimen. Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them. The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization. more...

Price: $24.95

Lots of practical tips to help you and your staff deliver excellent customer service, ensuring your existing customers keep coming back and new customers are attracted to your business. more...

Price: $17.45