Customer Care Excellence

How to Create an Effective Customer Focus

Business & Finance, Marketing & Sales, Customer Service
Cover of the book Customer Care Excellence by Sarah Cook, Kogan Page
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart
Author: Sarah Cook ISBN: 9780749462574
Publisher: Kogan Page Publication: November 3, 2010
Imprint: Kogan Page Language: English
Author: Sarah Cook
ISBN: 9780749462574
Publisher: Kogan Page
Publication: November 3, 2010
Imprint: Kogan Page
Language: English

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.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

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.

More books from Kogan Page

Cover of the book Building and Sustaining a Coaching Culture by Sarah Cook
Cover of the book Understanding NLP: Strategies for Better Workplace Communication... Without the Jargon by Sarah Cook
Cover of the book Data-driven Organization Design by Sarah Cook
Cover of the book Enterprise Change Management by Sarah Cook
Cover of the book Managing Change by Sarah Cook
Cover of the book How to Manage Meetings: Improve Problem Solving; Encourage Participation; Keep Control by Sarah Cook
Cover of the book Critical Issues in Human Resource Management by Sarah Cook
Cover of the book Internal Communications by Sarah Cook
Cover of the book The Strategic Planning Workbook by Sarah Cook
Cover of the book The Conversation Company by Sarah Cook
Cover of the book Performance Coaching by Sarah Cook
Cover of the book Accounting and Finance for Managers by Sarah Cook
Cover of the book Orbit-Shifting Innovation by Sarah Cook
Cover of the book Humanitarian Logistics by Sarah Cook
Cover of the book How to Get Into Medical School by Sarah Cook
We use our own "cookies" and third party cookies to improve services and to see statistical information. By using this website, you agree to our Privacy Policy