Download or read book Sticky Customer Service written by Peter Lyle DeHaan and published by Peter DeHaan Publishing Inc. This book was released on 2021-06-17 with total page 101 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do you lose customers about as fast as you gain them?= It doesn't have to be that way. Customer service isn't a once-and-done effort. It takes ongoing work to truly meet your customers' expectations. In Sticky Customer Service, unearth practical, action-oriented insights to help you turn customer service from an embarrassing weakness into a business strength. With over three decades of business and entrepreneurial experience, Peter Lyle DeHaan, PhD, offers his prescriptions to serve customers better and stop driving them away. You'll discover: - The three key areas where customer service occurs and why they must work together. - How to avoid common errors that too many businesses make. - Why delighting customers is not the best approach and sets up future failure. Based on a lifetime of real-world examples, Sticky Customer Service reveals customer service gone wrong and customer service done well. Customer service is not a set-it-and-forget-it initiative. Never lose sight of this. Sticky Customer Service will keep you moving forward and on track. Uncover helpful customer service tips through this compelling read, encouraging you to do better and celebrating what you do best. Learn how to meet your customers' expectations every chance you get. Get Sticky Customer Service and turn customer retention into a strength.
Download or read book Sticky Branding written by Jeremy Miller and published by Dundurn. This book was released on 2015-01-10 with total page 277 pages. Available in PDF, EPUB and Kindle. Book excerpt: #1 Globe and Mail Bestseller 2016 Small Business Book Awards — Nominated, Marketing category Sticky Brands exist in almost every industry. Companies like Apple, Nike, and Starbucks have made themselves as recognizable as they are successful. But large companies are not the only ones who can stand out. Any business willing to challenge industry norms and find innovative ways to serve its customers can grow into a Sticky Brand. Based on a decade of research into what makes companies successful, Sticky Branding is your branding playbook. It provides ideas, stories, and exercises that will make your company stand out, attract customers, and grow into an incredible brand. Sticky Branding’s 12.5 guiding principles are drawn from hundreds of interviews with CEOs and business owners who have excelled within their industries.
Download or read book Sticky Customers written by Mike Boreham and published by CreateSpace. This book was released on 2015-03-11 with total page 206 pages. Available in PDF, EPUB and Kindle. Book excerpt: It's safe to say that the fundamentals of good customer service remain true today as they have been for decades. But what does it take to deliver exceptional service on a long-term basis? How do you stop your customers from comparing you with your competition based on price alone? How do you make your customers stick to you like glue? Sticky Customers is aimed at leaders of service-based organisations, small and large, who are looking to re-evaluate their service strategies and to find new ways to get closer to their customers. By avoiding theoretical waffle and using sixteen easy-to-follow models that will inform and entertain your teams as they improve, realign and ultimately deliver the service your customers will find invaluable. Mike Boreham and Nadeem Mohammed are experienced Service Transformation practitioners bringing over 50 years of practical experience ranging from blue-chip organisations to one-person start-ups to this book. Combining the very best industry tried and tested models, with innovations in areas where they found shortcomings, they have created a service framework that any organisation can use to get to the heart of their customers; plan and manage change; transform delivery; align technology; and, deliver a world class service to their customers. Topics include: - Mapping the customer journey - Giving your customers what they want - Creating a 90-Day action plan - Communicating the plan - Productising your services - Redefining your operating model - Prioritising technology investments - Aligning technology with business objectives - Align account teams to accelerate performance - Transforming company culture - Creating the us - Promoting customer self-service technology - Customer integrated information management - Process improvement These simple to adopt strategies will help you to streamline your service, cut costs and increase profit - and more importantly give your company the Wow! factor it needs to truly thrive.
Download or read book Branded Customer Service written by Janelle Barlow and published by Berrett-Koehler Publishers. This book was released on 2006-09-14 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: Branding is an integral part of modern business strategy. But while there are dozens of books on branding products and marketing campaigns, nobody has applied the logic and techniques of branding to customer service -- until now. Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with organizational representatives. Janelle Barlow and Paul Stewart show how to infuse an entire organization with brand values and create a recognizable style of service that reflects brand promises and brand images.
Download or read book The Automatic Customer written by John Warrillow and published by Penguin. This book was released on 2015-02-05 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: The lifeblood of your business is repeat customers. But customers can be fickle, markets shift, and competitors are ruthless. So how do you ensure a steady flow of repeat business? The secret—no matter what industry you’re in—is finding and keeping automatic customers. These days virtually anything you need can be purchased through a subscription, with more convenience than ever before. Far beyond Spotify, Netflix, and New York Times subscriptions, you can sign up for weekly or monthly supplies of everything from groceries (AmazonFresh) to cosmetics (Birchbox) to razor blades (Dollar Shave Club). According to John Warrillow, this emerging subscription economy offers huge opportunities to companies that know how to turn customers into subscribers. Automatic customers are the key to increasing cash flow, igniting growth, and boosting the value of your company. Consider Whatsapp, the internet-based messaging service that was purchased by Facebook for $19 billion. While other services bombarded users with invasive ads in order to fund a free messaging platform, Whatsapp offered a refreshingly private tool on a subscription platform, charging just $1 per year. Their business model enabled the kind of service that customers wanted and ensured automatic customers for years to come. As Warrillow shows, subscriptions aren’t limited to technology or media businesses. Companies in nearly any industry, from start-ups to the Fortune 500, from home contractors to florists, can build subscriptions into their business. Warrillow provides the essential blueprint for winning automatic customers with one of the nine subscription business models, including: • The Membership Website Model: Companies like The Wood Whisperer Guild, ContractorSelling, and DanceStudioOwner offer access to highly specialized, high quality information, recognizing that people will pay for good content. This model can work for any business with a tightly defined niche market and insider information. • The Simplifier Model: Companies like Mosquito Squad (pest control) and Hassle Free Homes (home maintenance) take a recurring task off your to-do list. Any business serving busy consumers can adopt this model not only to create a recurring revenue stream, but also to take advantage of the opportunity to cross-sell or bundle their services. • The Surprise Box Model: Companies like BarkBox (dog treats) and Standard Cocoa (craft chocolate) send their subscribers curated packages of goodies each month. If you can handle the logistics of shipping, giving customers joy in something new can translate to sales on your larger e-commerce site. This book also shows you how to master the psychology of selling subscriptions and how to reduce churn and provides a road map for the essential statistics you need to measure the health of your subscription business. Whether you want to transform your entire business into a recurring revenue engine or just pick up an extra 5 percent of sales growth, The Automatic Customer will be your secret weapon.
Download or read book Sticky Marketing written by Grant Leboff and published by Kogan Page Publishers. This book was released on 2011-01-03 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: We live in a world were people have become empowered. Consumers can contact companies directly and they can talk to each other with a powerful voice they never had before. Sticky Marketing takes into account these fundamental changes and provides a new set of rules for effective communications in a world transformed by new technology. It introduces a new model of customer engagement and asks 'not what your marketing can do for you, but what your marketing can do for your customer'. Companies have to move away from the old marketing system of shouting messages at people to attracting them by providing value around their product or service - in other words by becoming 'sticky' or attractive. Grant Leboff argues that it is not 'return on investment' that matters but 'return on engagement', not your unique sales point (or USP), but your customer engagement point (your CEP), that will make the difference in today's cluttered marketplace. Sticky Marketing proves that marketing should now be about value creation if you want to truly engage with your customers. It is only by providing value that you can win the battle for customer attention - stop shouting and start a conversation.
Download or read book Strategic Customer Service written by John A. GOODMAN and published by AMACOM Div American Mgmt Assn. This book was released on 2009-05-13 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
Download or read book The Best Service is No Service written by Bill Price and published by John Wiley & Sons. This book was released on 2011-09-14 with total page 341 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences
Download or read book High Tech High Touch Customer Service written by Micah Solomon and published by AMACOM Div American Mgmt Assn. This book was released on 2012-05-26 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowermentùlashing out at those that don't. Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to surviveùand thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover: ò Six major customer trends and what they mean for your business ò Eight unbreakable rules for social media customer service ò How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content ò The rising power of self-serviceùand how to design it properly ò How to build a company culture that breeds stellar customer service High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wideùonline and off.
Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Download or read book Brilliant Customer Service written by Debra Stevens and published by Pearson UK. This book was released on 2012-07-10 with total page 141 pages. Available in PDF, EPUB and Kindle. Book excerpt: Keep them coming back for more Brilliant Customer Service is your guide to help you deliver exceptional customer service and keep your customers coming back time and time and again. It’s for anyone involved in any organisation – whether you run your own business, manage people or you are a customer facing employee. It doesn’t matter what your budget is, you’ll find lots of simple changes you can implement right now to build a highly successful customer service strategy. BRILLIANT OUTCOMES · Identify your customers real needs and how best to meet them · Build trust and long term loyalty with your customers to stay ahead of the competition · Make sure you are remembered and recommended
Download or read book Customer Service For Dummies written by Karen Leland and published by John Wiley & Sons. This book was released on 2011-03-03 with total page 409 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.
Download or read book Stickier Marketing written by Grant Leboff and published by . This book was released on 2014 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Move away from the old marketing system of shouting messages at people to a new model of customer engagement, where you can attract customers by providing value and becoming 'sticky'.
Download or read book Superior Customer Service written by Dan Blacharski and published by Atlantic Publishing Company. This book was released on 2006 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book details how to care for customers and how to make superior service happen and keep customers coming back to your store or web site. You will learn practical and innovative tips and tricks that are easy to implement and can be applied immediately. This book is a ready-made, in-house training workshop and step-by-step manual for creating superior customer service. Learn from successful companies what works and what doesn't to help keep customers racing back to your business.
Download or read book Brand Glue written by Paul B. Harmer and published by . This book was released on 2008 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Service In An Instant written by Keith Bailey and published by Red Wheel/Weiser. This book was released on 2008-06-01 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: The In An Instant series is a brand of user-friendly, engaging, and practical reference guides on core business topics, which capitalizes on the authors' extensive experience and knowledge, as well as interviews they have conducted with leading business experts. Written in an upbeat and engaging style, the series presents 60 tips and techniques with anecdotes, examples, and exercises that the reader can immediately apply to make their work life more efficient, effective, and satisfying. Customer Service in an Instant offers techniques and tips for maintaining customer loyalty, finding new customers, understanding customer concerns, using technology to develop relationships, and developing essential skills for customer service success.
Download or read book Invisible Profits written by Robert Moment and published by Christian Books. This book was released on 2007-09 with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt: Who will benefit from this customer service book Invisible Profits: The Power of Exceptional Customer Service. Everyone who has any interaction with potential customers and clients and existing customers and clients will benefit from this valuable customer service book. In this complete guide to exceptional customer service you will learn: (a) How to know exactly what your customer expects - and how to give it to them every time. (b) How exceptional customer service generates exceptional profits- and how to train this concept to your customer service team (c) How to create a positive work environment that benefits customers and employees and generates profits (d) How to manage stressful situations more effectively- you'll even learn how to deal with difficult coworkers ! (e) How to recognize customers' signs and behaviors so that you can meet their needs before they even know what they are. (f) Key tactics that will instantly calm emotional customers so you can solve their problems productively. Customers leave happy and become lifelong, loyal purchasers. Here are just some employment positions within corporations and small businesses that will benefit from this book: customer service representatives, billing specialists, call centers, service professionals, service professional firms, retail stores, field service representatives, account managers, sales professionals, small business owners, technical and support personnel and managers who want customer service training in order to reinforce their skills and train their staff.