Customer Care Excellence
How to Create an Effective Customer Focus
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Customer Care Excellence
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Narrado por:
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Karen Cass
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De:
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Sarah Cook
Acerca de esta escucha
Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that.
In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers.
This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.
©1992, 1997, 2000, 2002, 2008, 2011 Sarah Cook (P)2017 Brilliance Publishing, Inc., all rights reserved.Los oyentes también disfrutaron...
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Brand propaganda
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Narración:4.5 out of 5 stars 61
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The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome.
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3 out of 5 stars
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Great content!! Narrating sounds like a computer
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Mastering the Complex Sale: How to Compete and Win When the Stakes Are High!
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General4.5 out of 5 stars 160
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Narración:4.5 out of 5 stars 137
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In today's turbulent and volatile marketplace, even the most experienced professionals are struggling with the rapid commoditization of their complex, high-value solutions. The complexity of the problems to be solved and the competitive threats we face are increasing at an alarming rate. At the same time, your customers are wrestling with mission-critical decisions and evaluating solutions that all sound the same and come packaged with a high degree of risk and a low probability of success. Your success demands an exceptional strategy and precise execution that must clearly set you apart from your competition.
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2 out of 5 stars
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I don't recommend listening
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De: Jeff Thull
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Narración:4.5 out of 5 stars 38
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Using numerous examples, Robinson and Schroeder argue that the employees who interact directly with your customers, make your products, and provide your services are in the best position to see where problems exist and what improvements and new offerings would have the most impact.
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4 out of 5 stars
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Great ideas to think about
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Lo que los oyentes dicen sobre Customer Care Excellence
Calificaciones medias de los clientesReseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
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Total4 out of 5 stars
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Ejecución4 out of 5 stars
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Historia4 out of 5 stars
- Noel
- 10-04-19
Customer Care Ethos
Prior to this book, I didn't give critical thought to customer service, but I now understand its influence. Overall the book was good and I enjoyed the narration, but it was a little long winded. The core message could have been condensed to five hours.
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