Download or read book The Art and Science of Delivering Superior Customer Service written by Charles McIntyre and published by Createspace Independent Publishing Platform. This book was released on 2017-03-14 with total page 118 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Art and Science of Delivering Superior Customer Service is the third volume of a series focused on sales and marketing for technical services firms. Of all the techniques available to help your firm increase sales, we are convinced that superior customer service is the single most important topic for succeeding. Few books have been written specifically for technical services, though the sector employs millions of people in engineering, architecture, applied science, information technology, management consulting, and niches within law and finance. Charles McIntyre and Harold Glaser have been working in the technical sector for decades and bring a specific focus on the direct link between customer service and winning more work. We cover the complex nature of satisfying your customers, and offer useful tools on topics including creating a customer-focused culture, determining customer expectations, the components of service, the evolution of service over time, common pitfalls, and obtaining feedback and adjusting your customer service approach. Companies that combine great technology with superior client service have unique differentiators that will reward them with high margins and repeat business from loyal customers.

Download or read book Crafting Customer Value written by Peter Duchessi and published by Purdue University Press. This book was released on 2002 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: Competitive forces in business reduce products and services to commodities over time, creating adverse consequences. Businesses are driven to reduce margins and lower profits while engaging in price competition. This text demonstrates how companies can avoid commoditization by delivering superior customer value with product and service benefits.

Download or read book The Customer Service Solution Managing Emotions Trust and Control to Win Your Customer s Business written by Sriram Dasu and published by McGraw Hill Professional. This book was released on 2013-06-28 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express

Download or read book The Art and Science of Marketing How to Stand Out in a Crowded Market written by Walid Mahroum and published by Walid Mahroum. This book was released on 2023-05-19 with total page 149 pages. Available in PDF, EPUB and Kindle. Book excerpt: Welcome to "The Art and Science of Marketing," a comprehensive guide to the dynamic and evolving field of marketing. This book explores the latest trends, strategies, and techniques used by businesses to create, deliver, and promote products or services to customers in today's fast-paced, digital landscape. With a focus on both the art and science of marketing, we examine the importance of understanding customer needs and preferences and developing effective strategies to meet those needs. From social media marketing to content creation, advertising to data analytics, we cover all aspects of marketing and provide practical advice and insights for businesses looking to stay ahead of the curve. As marketing continues to evolve and adapt to changes in technology, consumer behavior, and market trends, businesses need to be strategic and focused in their approach. We explore the various channels and platforms available, both traditional and digital, and provide guidance on finding the right balance to reach a wide audience and build a strong brand. Another key aspect of marketing is customer engagement, and we delve into the importance of creating a personalized experience that speaks to the needs and interests of customers. We discuss how building relationships that go beyond a simple transaction can lead to long-term success and brand loyalty. Ultimately, the goal of marketing is to create value for both the customer and the business. Through the insights and practical advice provided in this book, businesses of all sizes can develop effective marketing strategies and build strong brands that achieve long-term success.

Download or read book Service Matters written by G Pettigrew and published by Independently Published. This book was released on 2023-04-22 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Service Matters: The Art of Exceptional Customer Care" is a comprehensive guide to providing top-quality customer service in any customer service industry. The book explores the importance of empathy, communication, and problem-solving skills in developing strong relationships with customers. From understanding customer needs to delivering personalized solutions, readers will learn the essential skills needed for exemplary customer service. Written in a clear and concise style, this book is a practical resource for anyone looking to improve their customer service skills and create long-lasting customer relationships. Whether you're a seasoned professional or new to the world of customer care, "Service Matters" is an indispensable guide for delivering exceptional service that will set your business apart from the competition.

Download or read book Two Factor Theory of Customer Service written by DAVID L. ELWOOD and published by AuthorHouse. This book was released on 2013-12-18 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwoods message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business --- the only question is whether you are doing it well. Want a quick read at the airport terminal thatll entertain more than transform? Two Factor Theory of Customer Service isnt it! Elwood skips the clichs while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again...). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University

Download or read book Delivering Great Customer Service written by Noe Tovar Mba and published by Independently Published. This book was released on 2023-09-12 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 100 page 6X9 paper back In today's competitive business landscape, customer service is not merely a necessity; it is a strategic imperative. The way we engage with our customers shapes their perceptions, influences their loyalty, and ultimately defines our success. Through these chapters, I've endeavored to provide you with a comprehensive guide that goes beyond the basics, offering in-depth perspectives and practical strategies to elevate your customer service efforts. Whether you're a seasoned professional seeking to refine your approach or someone new to the world of customer service, I hope this book serves as a valuable resource. It's not just a manual of best practices; it's an exploration of the art and science of delivering outstanding customer experiences. I encourage you to approach each chapter with an open mind and a commitment to continuous improvement. As you navigate the complexities of customer expectations, communication, technology, and more, remember that exceptional customer service is not a destination but a journey. It's about consistently striving to exceed customer needs, embracing feedback as a catalyst for growth, and fostering a culture where every team member understands the significance of their role in creating lasting customer relationships.

Download or read book The Art and Science of Customer Relationship Management written by Faisal Jamil and published by Independently Published. This book was released on 2024-04-22 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Description of the book "The Art and Science of Customer Relationship Management" is a comprehensive guide that explores the principles, strategies, and best practices of CRM. The book delves into the art of building strong customer relationships through personalized interactions and exceptional customer service, as well as the science behind data-driven CRM strategies. The book covers a wide range of topics, including: 1: Understanding the Evolution of CRM: The book provides an overview of the evolution of CRM, from its early days of basic customer databases to today's sophisticated, data-driven approaches. 2: Importance of CRM in Modern Business: It discusses why CRM is crucial in today's competitive business landscape, highlighting its role in improving customer relationships, increasing sales, and driving business growth. 3: Key Components of CRM: The book explores the key components of CRM, including people, processes, and technology, and how they work together to create a customer-centric approach. 4: Implementing CRM Systems: It provides guidance on choosing the right CRM system for your business, integrating it with existing systems, and training employees for effective CRM adoption. 5: CRM in Sales and Marketing: The book explores how CRM can be used in sales and marketing, including lead generation and nurturing, tracking customer interactions, and measuring ROI. 6: CRM in Customer Service: It discusses how CRM can improve customer service by providing better support, handling complaints and feedback, and building customer loyalty. 7: CRM Best Practices: The book outlines best practices for CRM, including building long-term relationships, personalizing customer interactions, and balancing automation with human touch. 8: Future Trends in CRM: It explores future trends in CRM, such as the use of AI and machine learning, omni-channel customer engagement, and ethical considerations in CRM. Overall, "The Art and Science of Customer Relationship Management" provides a comprehensive overview of CRM and how businesses can leverage it to build stronger customer relationships, improve customer satisfaction, and drive business success.

Download or read book SERVICES MARKETING written by PRABHU TL and published by NestFame Creations Pvt Ltd.. This book was released on with total page 30 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service marketing is a strategy for promoting and showcasing a company's intangible benefits and offerings in order to increase end-customer value. This can be for stand-alone service offerings or for services that are offered in conjunction with tangible products. Service marketing is a term that refers to the sale of non-physical, intangible goods. It's done for company-provided benefits that can't be seen, touched, or felt, for example. These are benefits that are primarily driven by people, processes, and that a customer cannot keep. Service marketing is used to drive business in industries such as hospitality, tourism, financial services, and professional services. Importance of Service Marketing Marketers promote a variety of entities, including goods, services, events, and people. Service marketing refers to the marketing of services. Services are intangible in nature and do not imply ownership of anything. Its creation could be linked to a physical product or not. External, internal, and interactive marketing excellence are all required for service marketing excellence. Pricing, distribution, and promotion of services to consumers are all covered by external marketing. Internal marketing entails educating and motivating employees to provide excellent customer service. The ability of the employees to serve the client is described by interactive marketing. Factors in Service Marketing The key factors which define marketing for services are: 1. Intangible Unlike physical products, which can be touched, felt, and seen, services are not tangible. This distinguishes services from products, necessitating a different marketing strategy. 2. No ownership Services can't be bought or sold; they can only be experienced. This is a broad term that refers to the customer experience. You can own a service in the form of evidence such as plans, bills, and invoices, but you can't own it like a product. 3. Inseparability The concept of moment of truth guides service marketing, which means that services are created and used at the same time. They can't be stored like products in an inventory because they're made and consumed simultaneously. 4. Variability Unlike standardised products, services vary in nature despite the same people, process, type of work, and so on. For the same service, different customers may have different experiences. e.g. a telecom customer might get different experience for the same plan. 5. Perishability Services, unlike products, cannot be stored and must be consumed immediately. But there's another way of looking at it. Many services or plans these days have an expiration date. They are not the same as best before dates on products, but they are more in terms of service validity. e.g. free warranty service after 2 years of purchase. 6. People involvement People who provide benefits and solutions to the needs of customers drive service marketing. Although many automated service solutions are being developed these days, people still play the most important role in service marketing. Taking care of the 7Ps is part of service marketing planning. Price, location, promotion, product, people, process, and physical evidence are all factors to consider.

Download or read book Win the Customer written by Flavio Martins and published by AMACOM. This book was released on 2015-09-23 with total page 251 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the unique, outstanding customer service experience that you continually provide for your customers. In Win the Customer, companies can learn practical, powerful techniques for energizing the way they interact with the people who drive their business, distinguishing themselves from the competition by providing their customers with something truly special. Author and vice president of operations Flavio Martin, named by the Huffington Post as a “most influential social customer service pro,” fills his invaluable guide with examples and inspiration in order to show readers how to:• Align the business around a customer service mission• Make every employee a customer service agent• Create an environment in which exceptional service experiences can happen• Humanize customer service, virtually and in person• Empower employees to find innovative solutions• All the random acts of WOW--they’re often the most memorable• And much moreProducts and prices can only get you in the door with new customers. But exceptional customer service will keep them lifelong fans. Win the Customer is your guidebook for building your fan base!

Download or read book Delighting Your Customers written by Avril Owton MBE and published by A&C Black. This book was released on 2011-09-19 with total page 153 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Business on a Shoestring series helps small business owners grow their business imaginatively, effectively and without spending a fortune. Aimed at entrepreneurs with plenty of vision and commitment but not a lot of cash, each book is packed with ideas that really work, real-life examples, step-by-step advice and sources of further information. Your relationship with your customers is probably one of the most important you'll ever have. No business can survive without them, but reaching customers in the first place is a big challenge for small companies. This revised edition offers invaluable advice on: Understanding your customers; Asking for feedback... and learning from it; Creating a customer service strategy; Hiring the right people; Setting up and implementing complaint processes; Adding a personal touch; Being creative...But making sure you can deliver; Learning from your competitors. 'a great little package' The Bookseller

Download or read book How to Really Deliver Superior Customer Service written by John R. Halbrooks and published by Incorporated Publishing. This book was released on 1996 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt: Providing a real world education in the critical aspects of outstanding customer service, this book profiles service stars such as Dell Computer, Direct Tire Sales and Intuit Software. Exercises and worksheets enable the reader to test their customer service I.Q. and find out where and how their own strategies can be improved.

Download or read book Creating and Sustaining a Superior Customer Service Organization written by James Poisant and published by Bloomsbury Publishing USA. This book was released on 2001-10-30 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Poisant reveals the secrets of superior customer service organizations. He redefines the role of management and organizations, taking the reader on a journey and discovering the true nature of superior managers and organizations. Those in management positions who seek to understand how to better motivate their employees and better serve their customers will find the answers they are searching for in these pages. Managers will relearn nearly everything they have been taught about the profession of management. Redefining the criteria of power and success, Poisant supplies a blueprint for survival in a competitive environment. Anyone charged with the management of others will find the approach valuable, as will students and scholars of management.

Download or read book Become A Master In Customer Service written by Grover Ufford and published by Independently Published. This book was released on 2021-08-13 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction is the key metric to measure your customer happiness. Having superior customer satisfaction can create competitive differentiation as well as build your brand image. Nowadays, businesses are struggling to handle customer service problems and deliver a great service experience. As once you have good customer service, it seems like you have the superpower to succeed. Providing flawless service, however, is not always easy. Here are the top customer service skills you will need to thrive in today's job market. This book will assess the four critical components necessary to deliver superior customer service while dealing with the issues workers face every day at the office. These components are as follows: - Personal Development - Professional Development - Customer Service Care Skills - Office Work Ethic Skills These are the skills managers urgently need. By equipping yourself not only you will be better prepared for work, but you will also stand out from your peers. Each person has to take personal responsibility to improve his or her own self.

Download or read book Defining and Delivering Exceptional Customer Service written by Kelly Henry and published by . This book was released on 2020-12 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book 5 Step Handbook to a Superior Customer Service Mindset written by Sara Haggett and published by Createspace Independent Publishing Platform. This book was released on 2017-07-03 with total page 38 pages. Available in PDF, EPUB and Kindle. Book excerpt: Five basic steps for anyone serious about excelling in customer service. For individuals or employers who are looking to change the mindset of how people are viewing the foundation of customer service. This book will open your eyes to a different perspective and allow you or your employee to confidently deliver Superior Customer Service.

Download or read book Marketing written by Gary Armstrong and published by Pearson UK. This book was released on 2019 with total page 1027 pages. Available in PDF, EPUB and Kindle. Book excerpt: La 4è de couv. indique : "Marketing An Introduction introduces students at all levels, undergraduate, postgraduate and professional courses, to marketing concepts. It focuses on how to build profitable customer relationships by encouraging students to apply concepts to real commercial practice through numerous case studies from around the world. Now updated with the last ideas in digital marketing such as big data, analytics and social marketing as well as up-to-date case studies from a range of consumer and industrial brands including Netflix, Aldi, Spotify, Phillips, Renault and Airbus 380, this fourth edition combines the clarity and authority of the Kotler brand within the context of European marketing practice. Marketing An Introduction makes learning and teaching marketing more effective, easier and more enjoyable. The text's approachable style and design are well suited to cater to the enormous variety of students taking introductory marketing classes."