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"addresses the issue of customer care and offers useful advice on maintaining loyalty within an ever more sophisticated and demanding customer base...informative and useful for anybody involved in customer relations." business age "this is certainly a classic...suggests that by outstanding service, and building better relationships with customers, companies will reap rewards." reading evening post "cook describes, for business managers, how to develop and sustain customer service focus." book news, library publication - usa, spring 2008
Book News, Library Publication - USA, Spring 2008
"Cook describes, for business managers, how to develop and sustain customer service focus."
Inside This Book
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First Sentence
We have become a service economy. Read the first page Browse Sample Pages
Front Cover | Copyright | Table of Contents | Excerpt | Index
We have become a service economy. Read the first page Browse Sample Pages
Front Cover | Copyright | Table of Contents | Excerpt | Index
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1 of 1 people found the following review helpful
Format:Paperback
Customers' collective buying power can make or break any company. While this may not be news to businesses, customers themselves are now realizing their collective strength and flexing their muscles. That makes customer satisfaction and retention even more crucial. Sarah Cook does a great job of showing the business impact of keeping your customers happy. She cites pivotal studies and tells numerous stories from actual companies to prove her thesis. In unembellished textbook style, she explains what really matters to consumers and how some companies have made their operations more customer-centric. While the book is slightly repetitive, it is also practical and informative. getAbstract recommends it to anyone who wants to build repeat customers and boost employee morale.
Format:Paperback
I found this book really helpful with my project - packed full of useful insights into how to create a customer service culture. Easy to read, very thorough and highly recommended.
Format:Paperback
An essential "Bible" for how to create a customer focus. Looks at all aspects from leadership to front-line training and how you embed a customer-centric culture. A comprehensive book with useful case studies and examples.
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