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

Marsha Collier

Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers «happy birthday.» They grow their brands by involving themselves in communities. The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers. Authentically use social media to connect with customers to boost your bottom line Attract new customers through your online presence Achieve higher GMS (Gross Merchandise Sales) with quality customer service Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

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Connected CRM. Implementing a Data-Driven, Customer-Centric Business Strategy

David Williams S.

Praise for Connected CRM “Many books explore the subject of CRM. In this book the ‘m’ is for Marketing and David’s seasoned perspective indeed makes it a capital ‘M.’ Taking core direct response marketing techniques and moving beyond the simple use of data and analytics, he explores how today’s marketers can leverage advances in technology to create successful customer-centric business strategies.” —Ted Ward, VP of Marketing, GEICO “A must-read for CMOs, and more importantly CEOs, to simplify all the buzzwords around ‘big data’ and dimensionalize the organizational change necessary to become truly customer centric.” —Theresa McLaughlin, Chief Marketing and Communications Officer, Citizens Financial Group “Big Data, Social, and Cloud have become overused buzzwords with ambiguous meaning, but David brings to bear his years of industry leadership and experiences to break down today’s trends and opportunities in a practical, actionable fashion. A must-read for anyone who prefers profit over PowerPoint.” —Manish Bhatt, SVP and Chief Digital Officer, MetLife “In a data-rich world, consumers demand that marketers turn data into highly relevant and personal experiences—‘Don’t talk with me as a member of a segment, talk with me about how you will meet my unique expectations and solve my unique problems.’ For those of us who grew up in the marketing world of mass and broadcast, this is a tall order. Connected CRM helps marketers unpack customer centricity for their organizations, providing real insight into the development of a framework for enterprise customer centricity; a framework that promises true sustainable advantage.” —Tom Lamb, CMO, Lowe’s “Never before has customer data been more available, more necessary to build sales and loyalty, and more confusing to act on. David shows exactly what needs to be done. It’s about time. And we should all thank him. A lot!” —Steve Cone, EVP of Integrated Value and Strategy, AARP “The marketers who truly learn to harness the power of customer analytics and big data will take the spoils in an increasingly digital age. Those who don’t will quickly find themselves on a growing heap of failed marketing plans.” —Paul Guyardo, Chief Revenue and Marketing Officer, DIRECTV

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

Jack Corgel B., Michael Sturman C., 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 hospitality management. A must for students and professionals seeking to enter or expand their reach in the hospitality industry, The Cornell School of Hotel Administration on Hospitality delivers the authoritative advice you need to: Develop and manage a multinational career and become a leader in the hospitality industry Maximize profits from franchise agreements, management contracts, and leases Understand and predict customer choices, and motivate your staff to provide outstanding service Manage hospitality businesses and the real estate underlying the businesses Control costs, coordinate branding strategy, and manage operations across multiple locations

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The Experience. The 5 Principles of Disney Service and Relationship Excellence

Bruce Loeffler, Brian Church

Bring Disney-level customer experience to your organization with insider guidance The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience – the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization. Based on the I. C.A.R.E. model, the five principles – Impression, Connection, Attitude, Response, and Exceptionals – give you a solid framework upon which to raise the level of your customer experience. You will learn how to identify your customer service issues and what level of Experience you are currently offering. You can then determine exactly what the «customer experience» should be for your company, and the changes required to make it happen. The Walt Disney Company is the most recognized name in the world for customer service. The «Disney Experience» draws customers from all around the world,. This book describes what it takes to achieve that level of Experience, and how any organization can do it with the right strategy and attention to detail. When the Experience is enhanced, the opportunity arises to convert customers to ambassadors who will share their Experience with others. Find «the experience» and what it means to the Organization Learn the five levels of experience, and why most companies fail at it Identify service problems that face every company in the marketplace Utilize the Experience Quotient and apply the I. C.A.R.E. principles Learn how to convert customers to ambassadors who share their story with others Customers are the lifeblood of business. A great product offering isn't enough in today's marketplace, where everyone's looking for an «experience.” Imagine the kind of value a Disney-level customer experience could bring to your organization. The Experience is a guide to getting there, from an insider's perspective.

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The Art of Client Service. The Classic Guide, Updated for Today’s Marketers and Advertisers

Ian Schafer, Robert Solomon

A practical guide for providing exceptional client service Most advertising and marketing people would claim great client service is an elusive, ephemeral pursuit, not easily characterized by a precise skill set or inventory of responsibilities; this book and its author argue otherwise, claiming there are definable, actionable methods to the role, and provide guidance designed to achieve more effective work. Written by one of the industry's most knowledgeable client services executives, the book begins with a definition, then follows a path from an initial new business win to beginning, building, losing, then regaining trust with clients. It is a powerful source of counsel for those new to the business, for industry veterans who want to refresh or validate what they know, and for anyone in the middle of the journey to get better at what they do.

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Call Centers For Dummies

Winston Siegel, Bruce Simpson, Real Bergevin, Afshan Kinder

Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.

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Competing in a Service Economy. How to Create a Competitive Advantage Through Service Development and Innovation

Anders Gustafsson, Matthew Johnson D.

Competing in a Service Economy is a hands-on guide to creating services, with illustrative examples from service-oriented companies including Disney, Ericsson, IKEA, National Association of Convenience Stores, Ritz Carlton, Scandinavian Airline Systems, Sterling Pulp Chemicals, and Telia Mobile. This practical resource for executives, general managers, and managers in marketing, operations, and human resources reveals how to gain a competitive advantage by creating and implementing a strategic plan that will ultimately improve their organization's services. Written by the authors of the best-selling book Improving Customer Satisfaction, Loyalty, and Profit, this important new book will help business professionals to think and plan strategically to dramatically improve services, service development, and service innovation within their organizations.

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Why CRM Doesn’t Work. How to Win by Letting Customers Manange the Relationship

Seth Godin, Frederick Newell

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 same time, improve ROI? Is there a practical, affordable way to get customers to say what they really want? In Why CRM Doesn't Work, leading international marketing consultant Frederick Newell explains why it's time to change the game to CMR (Customer Management of Relationships). CMR allows companies to empower customers so they'll reveal what kind of information they want, what level of service they want to receive, and how to communicate with them–where, when, and how often. It is a bold solution for businesspeople at all levels in all industries who want to stay ahead of the curve in the development of customer loyalty. Newell shows by lesson and example why the current CRM isn't working, what needs to change, and how to put the CMR philosophy to work–without additional expense. The book includes case studies of good and bad relationship marketing from companies as diverse as Kraft Foods, Procter & Gamble, Budweiser, Charles Schwab, Dell, IBM, Lands' End, Sports Authority, Radio Shack, and Staples. With the knowledge in this book, a company can learn to build long-term relationships and bring in profits instead of relying on one-time sales. Why CRM Doesn't Work is important reading for companies of every size that are trying to satisfy and sell to today's consumer.

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Customer Success. How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

Nick Mehta, Dan Steinman, Lincoln Murphy, Maria Martinez

Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.

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Service Design for Business. A Practical Guide to Optimizing the Customer Experience

Ben Reason, Lavrans Løvlie, Melvin Flu Brand

A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.

2099.49 руб. Читать фрагмент Купить книгу

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Маркетинг, PR, реклама

<img alt="The Ultimate Online Customer Service Guide. How to Connect with your Customers to Sell More!" src="https://p-cat.ru/wp-content/uploads/2021/11/28302540.jpg" />

Marsha Collier

<img alt="Connected CRM. Implementing a Data-Driven, Customer-Centric Business Strategy" src="https://p-cat.ru/wp-content/uploads/2021/11/28284189.jpg" />

David Williams S.

<img alt="The Cornell School of Hotel Administration on Hospitality. Cutting Edge Thinking and Practice" src="https://p-cat.ru/wp-content/uploads/2021/11/28300551.jpg" />

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

<img alt="The Experience. The 5 Principles of Disney Service and Relationship Excellence" src="https://p-cat.ru/wp-content/uploads/2021/11/28275108.jpg" />

Bruce Loeffler, Brian Church

<img alt="The Art of Client Service. The Classic Guide, Updated for Today's Marketers and Advertisers" src="https://p-cat.ru/wp-content/uploads/2021/11/28277313.jpg" />

Ian Schafer, Robert Solomon

<img alt="Call Centers For Dummies" src="https://p-cat.ru/wp-content/uploads/2021/11/28313727.jpg" />

Winston Siegel, Bruce Simpson, Real Bergevin, Afshan Kinder

<img alt="Competing in a Service Economy. How to Create a Competitive Advantage Through Service Development and Innovation" src="https://p-cat.ru/wp-content/uploads/2021/11/28967885.jpg" />

Anders Gustafsson, Matthew Johnson D.

<img alt="Why CRM Doesn't Work. How to Win by Letting Customers Manange the Relationship" src="https://p-cat.ru/wp-content/uploads/2021/11/28968693.jpg" />

Seth Godin, Frederick Newell

<img alt="Customer Success. How Innovative Companies Are Reducing Churn and Growing Recurring Revenue" src="https://p-cat.ru/wp-content/uploads/2021/11/28284972.jpg" />

Nick Mehta, Dan Steinman, Lincoln Murphy, Maria Martinez

<img alt="Service Design for Business. A Practical Guide to Optimizing the Customer Experience" src="https://p-cat.ru/wp-content/uploads/2021/11/28274622.jpg" />

Ben Reason, Lavrans Løvlie, Melvin Flu Brand