by
Donnelly, Ray.
Call Number
658.812
Publication Date
2012
Summary
Designed specifically with revision in mind, the CIM Revision Cards provide concise, yet fundamental information to assist students in passing the CIM exams as easily as possible. A clear, carefully structured layout aids the learning process and ensures the key points are covered in a succinct and accessible manner. The compact, spiral bound format enables the cards to be carried around easily, the content therefore always being on hand, making them invaluable resources no matter where you are. Features such as diagrams and bulleted lists are used throughout to ensure the key points a
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Electronic Resources
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3.1647
by
Lawfer, Manzie R., 1946-
Call Number
658.8343 22
Publication Date
2004
Summary
Annotation Discovering and utilizing specific activities that will make your customers buy again and again. Annotation Loyal customers are the most important asset of any company--more important than land, patents, equipment, or buildings. While finding new customers is often expensive, time-consuming, and ultimately unprofitable, retaining old customers is surprisingly easy and "highly profitable. Companies with a loyal customer base enjoy greater profitability in good economic times and can depend on their loyal customers to help them survive difficult ones. Many businesses display banners proclaiming "Build Customer Loyalty!" but offer no training or tools to accomplish this mission. It is the moral equivalent of an athletic coach cupping his hands around his mouth and yelling at his players, "Score more point!" Why Customers Come Back is not about slogans, banners, or promotions. It is about discovering and utilizing specific activities that will make your customers buy again and again ... and tell the world why everyone "else should buy from you too! It isn't until a customer buys from you a second, third, or fourth time, that you actually see any profit. So learning how to retain customers is far more important and profitable than chasing new ones. Even a seemingly negligible increase in repeat business--just five percent--produces a whopping 60 percent increase in profits. What customers want today may fall out of favor tomorrow. American business is a fickle master. Technology, the Internet, and overnight delivery to anywhere in the country have made every business global--mom-and-pop corner stores must now compete with businesses thousands of miles away. Customer loyalty levels the playing field. It is the ultimate competitive advantage. The practical advice in Why Customers Come Back is based onthe "real buying habits of "real customers. The five principles to follow are not brain surgery. Business people, entrepreneurs, corporate leaders, and front-line employees can understand, embrace, and implement them ... right.
Format:
Electronic Resources
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3.1648
by
Review, Harvard Business.
Call Number
658.812
Publication Date
2010
Summary
Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. But gaining customer loyalty requires hard work, care, and attentiveness. In this book, you'll learn to assess the lifetime value of a customer, and why it makes sense to build loyalty among your target customers. You'll also learn to: - Understand the service-profit chain - Leverage the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability - Build and refine a process for delivering extraordinary value to your customers.
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Electronic Resources
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3.1565
by
Toporek, Adam
Call Number
658.812 TOP
Publication Date
2015
Summary
On the front lines of customer service, every day presents new and unexpected challenges-and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help.Be Your Customer's Hero answers the call. The book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve.
Format:
Electronic Resources
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3.1507
by
Cook, Sarah, Ms.
Call Number
658.812
Publication Date
2015
Summary
Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisation's strategic aims and goals centre on the delivery of excellent service. Loyal customers not only keep buying from a company but also recommend the business to others. It is clear that managers and leaders throughout an organisation have a key influence on the experience that customers receive. How leaders behave has a direct impact on their team member's motivation to go the extra mile to deliver excellent service for the customer. Sarah Cook's vision for Leading
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Electronic Resources
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3.1441
by
Institute of Leadership & Mana, Institute of Leadership &.
Call Number
658.812
Publication Date
2012
Summary
Super series are a set of workbooks to accompany the flexible learning programme specifically designed and developed by the Institute of Leadership & Management (ILM) to support their Level 3 Certificate in First Line Management. The learning content is also closely aligned to the Level 3 S/NVQ in Management. The series consists of 35 workbooks. Each book will map on to a course unit (35 books/units).
Format:
Electronic Resources
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3.1194
by
Duha, Olivier.
Call Number
658.812
Publication Date
2024
Summary
Maximize customer satisfaction by transforming your customer relations into a key strategic resource, learning how to effectively utilize technology as well as the human touch to create a winning customer experience.
Format:
Electronic Resources
Relevance:
3.1130
44.
by
Rossman, J. Robert (James Robert), 1946-, author.
Call Number
658.5 ROS
Publication Date
2019
Summary
J. Robert Rossman and Mat Duerden present a comprehensive and accessible introduction to experience design. They synthesize the fundamental theories and methods from multiple disciplines and lay out a process for designing experiences from start to finish
Format:
Electronic Resources
Relevance:
3.1059
45.
by
Brewer, Edward C., author.
Call Number
658.812 BRE
Publication Date
2021
Summary
This readable and concise research-based book discusses seven simple rules that will help businesses and individuals improve their customer satisfaction and workplace environments - and make the world a little better and more pleasant. An author team with extensive cross-sector experience provides a foundation that will help improve customer service no matter the type of organization or situation, allowing customization according to industry standards and expectations. Although the basic steps are simple - going all the way back to preschool and kindergarten - they can have a significant positive impact on customer service and on basic human interaction. If an employee follows these simple steps, not only will relationships with customers improve, but so will relationships with co-workers, increasing overall organizational satisfaction. Readers who adopt the principles in this book may find that their personal relationships improve as well. The primary audience of this work includes any business that desires to improve customer service. However, anyone who works with people will appreciate the conversational tone and specific illustrative examples in this clear and immediately actionable book.
Format:
Electronic Resources
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3.0998
by
Horrell, Edward.
Call Number
658.812 22
Publication Date
2006
Summary
Despite years of focus on the importance of customer service, most businesses still have a lot to learn. Too many merely tweak a script, roll out a new offer, then disappear from the scene, leaving their frontline staff - often underpaid and badly overworked - to expertly, cheerfully handle all the real-life encounters with real-life customers who can make or break a company. That's no way to run a business, says customer service expert Ed Horrell. If you treat your frontline employees with indifference or disregard, you can expect them to treat your customers with indifference - and you can then expect to have indifferent customers who will drop you for the next best thing without a murmur of regret. Combining extensive research with inspiring real-life examples from companies known for their outstanding customer service - such as L.L. Bean, Chick-fil-A, Nordstrom, Mrs. Fields, St. Jude Children's Research Center, The Ritz-Carlton, FedEx, and more - Horrell explains in The Kindness Revolution that providing exceptional, compassionate customer service can only happen when you build a deep and lasting relationship with your employees. And it is kindness, says Horrell, that most characterizes that relationship. For organizations large and small, of any size or industry, The Kindness Revolution is a resounding wake-up call to change the way your company thinks about its employees, and to practice the basic values of dignity, respect, courtesy, and kindness from top to bottom throughout your organization. The way you treat your employees will be the way they treat your customers. Follow the wise advice and insightful examples in The Kindness Revolution, and experience the enormous payback in loyal customers, a more prosperous company - and a better way of life.
Format:
Electronic Resources
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3.0985
by
Debruyne, Marion.
Call Number
658.812
Publication Date
2019
Summary
Draws customer-centric marketing and innovative business strategy together into a breakthrough formula for transformative, long-term growth.
Format:
Electronic Resources
Relevance:
3.0863
by
Adams, Rick.
Call Number
658.812
Publication Date
2019
Format:
Electronic Resources
Relevance:
3.0393
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