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 Creating Authentic Organizations by Sarah Cook
Cover of the book Develop Your Leadership Skills by Sarah Cook
Cover of the book Business Ethics in Practice by Sarah Cook
Cover of the book Learning and Development Practice in the Workplace by Sarah Cook
Cover of the book People Planet Profit by Sarah Cook
Cover of the book How to Write a Business Plan by Sarah Cook
Cover of the book How to Pass the Police Selection System by Sarah Cook
Cover of the book The Handbook of Work-based Pension Schemes by Sarah Cook
Cover of the book Employee Risk Management by Sarah Cook
Cover of the book The Best Digital Marketing Campaigns in the World II by Sarah Cook
Cover of the book Learning for Organizational Development by Sarah Cook
Cover of the book Turning Learning into Action by Sarah Cook
Cover of the book Multichannel Marketing Ecosystems by Sarah Cook
Cover of the book Tales for Coaching by Sarah Cook
Cover of the book Complete Training Evaluation 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