Business & economics / Customer Relations

The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers

by Reza Soudagar & Vinay Iyer

“This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It’s more than refreshing to read the multiple case studies and well thought...

Wired and Dangerous: How Your Customers Have Changed and What to Do About It

by Chip R Bell & John R. Patterson

In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain - they have very little tolerance...

Why CRM Doesn't Work: How to Win by Letting Customers Manange the Relationship

by Frederick Newell & Seth Godin

CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make customers happy and, at the...

The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!

by Marsha Collier

Customer Service For Dummies

by Karen Leland & Keith Bailey

Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for...

The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice

by Jack B. Corgel, Michael C. Sturman & Rohit Verma

This cutting edge and comprehensive book—with contributions from the star faculty of Cornell University's School of Hotel Administration—offers the latest thinking on the best practices and strategies for...

Treat Your Customers: Thirty Cash Cow Lessons on Service and Sales That I Learned at My Family's Dairy Queen Store

by Bob Miglani

A successful Fortune 500 corporate executive shares the secrets of great customer service that he learned from working at his family's Dairy Queen(R) store

Customer service is the cornerstone of every successful...

Tourist Customer Service Satisfaction

by Francis Noe & Muzaffer Uysal

Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other's...

One Minute Service

by Loeffler Bruce

Everything is super-sized in the Lone Star State, and when it comes to poker legends, none are bigger than Texas Dolly Brunson, the godfather of the green felt. For nearly four decades this man has remained...

How to Be a Fierce Competitor: What Winning Companies and Great Managers Do in Tough Times

by Jeffrey J. Fox

From best-selling author Jeffrey J. Fox, how the savvy see opportunity -- and capitalize on it

Economic downturns separate the winning companies from the struggling. And as best-selling author Jeffrey J. Fox...

Managing Customers for Profit: Strategies to Increase Profits and Build Loyalty

by V. Kumar

This is the eBook version of the printed book.

“This is a milestone book in marketing. Most companies claim they are focused on customers, but even those who are, probably do not take a scientific approach...

Please Every Customer: Delivering Stellar Customer Service Across Cultures

by Robert W. Lucas

Deliver Valuable Service to a New World of Customers

As the economy globalizes, customers are becoming more and more diverse making your job harder than ever. Regardless of differences in values, age, abilities,...

The Truth About What Customers Want

by Michael R. Solomon

This is the eBook version of the printed book.

Customers demystified! How you can move them to buy...buy more...and keep on buying!

The truth about what customers really want, think, and feel

The truth about...

The New Market Leaders: Who's Winning And How In The Battle For Customers

by Fred Wiersema

In the decade since Fred Wiersema coauthored the #1 bestseller The Discipline of Market Leaders, a momentous shift has occured. We have entered an age of customer scarcity--an age in which exciting, often unorthodox...

Best Practices: Building Your Business With Customer-focused Solutions

by Arthur Andersen, Robert Hiebeler & Thomas B. Kelly

Comprehensive and on the cutting edge, Best Practices will serve as an invaluable information resource.

What makes the world's top companies so adept at providing stellar customer service? How do they meet the...

Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success

by Leonard L. Berry

In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field. This wise and inspiring book by Leonard Berry, our leading service expert,...

Integrity Service: Treat Your Customers Right-Watch Your Business Grow

by Ron Willingham

Every company today recognizes the importance of good customer service and putting the customer first. Why, then, do service people so often treat us as though we're supposed to serve them, rather than the opposite?...

On Great Service: A Framework for Action

by Leonard L. Berry

Improving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve...

The Customer Marketing Method: How to Implement and Profit from Customer Relationship Management

by Jay Curry & Adam Curry

Today the hottest new area of marketing is Customer Relationship Management (CRM) -- the discipline of identifying, attracting, and retaining a company¹s most valuable customers. Drawing upon more than ten...

Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives

by Emily Yellin

Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants about an industry...