• Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A)

    Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how ... [Read More]

    • ASIN: 1423145844
    • UPC: 884595518405
    • ASIN: 1423145844
    • ISBN: 1423145844
    • Brand: Disney Editions
    • Manufacturer: Disney Editions

  • The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

    Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff... [Read More]

    • ASIN: 0071548335
    • UPC: 884420580157
    • ASIN: 0071548335
    • ISBN: 0071548335
    • Brand: McGraw-Hill
    • Manufacturer: McGraw-Hill Education

  • More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences

    The phrase "less is more" may be true about many things, but it's not true when it comes to customer experience. Companies that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. The companies that embrace a "more is more" philosophy work harder and go further to ensure that their customers have a positive experience. Companies that understand the importance of a relationship―even one individual relationship―are willing to go to any length to ensure that they continue to nurture that relationsh... [Read More]

    • ASIN: 1138046787
    • ASIN: 1138046787
    • ISBN: 1138046787
    • Brand: Taylor Francis
    • Manufacturer: Routledge

  • The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

    Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.In short, imagine a workplace culture where employees were absolutely obsessed with customer service.The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you’re just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the ... [Read More]

    • ASIN: 0692842004
    • ASIN: 0692842004
    • ISBN: 0692842004
    • Manufacturer: Toister Performance Solutions

  • The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty

    Convenience is KingWhen you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals. There’s a reason they call it a convenience store – because it’s convenient!  When you have to pick up a gallon of milk, would you rather stop by a large supermarket or a 7-Eleven?  Customers who shop at convenience stores know the selection is smaller and the prices are often higher...yet they still come in droves because of the ease of purchase. What about the minibar in your hotel room?  That’s convenient too...but the conven... [Read More]

    • ASIN: B07C3K2GWQ
    • ASIN: B07C3K2GWQ
    • Manufacturer: Sound Wisdom

  • What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint

    Think you know your customers? You better be more assured than just thinking you do, because your success depends on it! The best companies in the world first research exhaustively what their customers desire, and then they deliver it in memorable and deeply human experiences--resulting in success previously believed to be unachievable. So once again, how well do you know your customers?In a hyperconnected economy that is radically changing consumer expectations, this vital expectation for any successful business is not always easy. But in What Customers Crave, author and business strategist N... [Read More]

    • ASIN: 0814437818
    • ASIN: 0814437818
    • ISBN: 0814437818
    • Brand: Amacom
    • Manufacturer: AMACOM

  • Culture Hacker: Reprogramming Your Employee Experience to Improve Customer Service, Retention, and Performance

    HACK YOUR WORKPLACE CULTURE FOR GREATER PROFITS AND PRODUCTIVITY "I LOVE THIS BOOK!"—CHESTER ELTON, New York Times bestselling author of All In and What Motivates Me "When companies focus on culture, the positive effects ripple outward, benefiting not just employees but customers and profits. Read this smart, engaging book if you want a practical guide to getting those results for your organization."—MARSHALL GOLDSMITH, executive coach and New York Times bestselling author "Most books on customer service and experience ask leaders to focus on the customer first. Shane turns this no... [Read More]

    • ASIN: 1119405726
    • ASIN: 1119405726
    • ISBN: 1119405726
    • Manufacturer: Wiley

  • The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture

    "Top Ten Business Books For 2017" - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a boo... [Read More]

    • ASIN: 1119375355
    • ASIN: 1119375355
    • ISBN: 1119375355
    • Brand: WILEY
    • Manufacturer: Wiley

  • The Nordstrom Way: The Inside Story of America's #1 Customer Service Company

    Praise for The Nordstrom Way "Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for." - David D. Glass President and Chief Executive Officer Wal-Mart Stores, Inc. "Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers." - J. Willard Marriott, Jr. Chairman and President Marriott International, Inc. "When you run a family busi... [Read More]

    • ASIN: 0471161608
    • ASIN: 0471161608
    • ISBN: 0471161608
    • Manufacturer: Wiley

  • The Power of Moments: Why Certain Experiences Have Extraordinary Impact

    The New York Times bestselling authors of Switch and Made to Stick explore why certain brief experiences can jolt us and elevate us and change us—and how we can learn to create such extraordinary moments in our life and work.While human lives are endlessly variable, our most memorable positive moments are dominated by four elements: elevation, insight, pride, and connection. If we embrace these elements, we can conjure more moments that matter. What if a teacher could design a lesson that he knew his students would remember twenty years later? What if a manager knew how to create an experien... [Read More]

    • ASIN: 1501147765
    • ASIN: 1501147765
    • ISBN: 1501147765
    • Manufacturer: Simon & Schuster

  • Building Great Customer Experiences (Beyond Philosophy)

    This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.

    • ASIN: 1403939497
    • ASIN: 1403939497
    • ISBN: 9781403939494
    • Manufacturer: Palgrave Macmillan

  • Customer Experience Rules!: 52 Ways to create a great customer experience

    In Customer Experience Rules!, CX expert Jeofrey Bean gives 52 best practices for a company to create a great customer experience. Going beyond branding, customer service, and customer satisfaction, the customer experience encompasses every touch point a customer has with a company. Follow these rules in your business to craft the very best customer experience possible. Bean shares innovative yet practical insights about effective customer experience strategy and tactics from the leaders to improve customer engagement, loyalty, and advocacy: including Uber, Tesla, Amazon, Qualcomm, Kaiser Perm... [Read More]

    • ASIN: 1938406494
    • ASIN: 1938406494
    • ISBN: 1938406494
    • Manufacturer: Brigantine Media

  • Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media

    This is the kind of book that you don’t read once; you read it forever.—Jay Baer, president of Convince and Convert and author of Hug Your Haters: How to Embrace Complaints and Keep Your CustomersSocial media has changed customer service forever. It has shifted power from brands to consumers, requiring a different way of thinking about customer engagement.Dan Gingiss has interviewed dozens of business leaders on his podcast, Focus on Customer Service. From those conversations and his own real-world experience at multiple Fortune 300 companies, Gingiss has developed a series of best practic... [Read More]

    • ASIN: 1542732387
    • ASIN: 1542732387
    • ISBN: 1542732387
    • Manufacturer: CreateSpace Independent Publishing Platform

  • The Ten Principles Behind Great Customer Experiences (Financial Times Series)

    Overall WINNER - CMI Management Book of the Year 2014WINNER - Innovation & Entrpreneurship Category at the CMI Awards 2014  Create a great customer experience whoever you are. Customers are powerful. They have a loud voice, a wealth of choice and their expectations are higher than ever. This book covers ten principles you can use to make real world improvements to your customers’ experiences, whatever your business does and whoever you are. For managers, leaders and those starting a new business, the book shows that making improvements customers will appreciate doesn’t need to be c... [Read More]

    • ASIN: B00BFSMXGU
    • ASIN: B00BFSMXGU
    • Manufacturer: FT Publishing International

  • The Power of Promise: How to win and keep customers by telling the truth about your brand

    Trust lies at the heart of every good customer experience. But how do you create trust and deliver on the promise of your brand? Whether you are a business owner or an employee deeply invested in delivering on your organization’s brand promise, the most powerful way to fulfill that promise begins with becoming aligned with who you really are. The Power of Promise teaches you how to understand, declare, map, train, and deliver exactly what you’ve promised your customers, which enhance your bottom line, meet and exceed the expectations of your customers and improve the work experience for yo... [Read More]

    • ASIN: 1732789509
    • ASIN: 1732789509
    • ISBN: 1732789509
    • Manufacturer: Bowker Identifier Services

  • More Is More : How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences

    9781138046788

    • UPC: 55600192

  • Customer Service Intermediate Level Full Certification Kit - Complete Skills, Training, and Support Steps to the Best Customer Experience by Redefining and Improving Customer Experience - eBook

    Practical, concise help for dealing with customers: The book and its accompanying eLearning course and Certification paves the way for the Best Customer Experience by Redefining and Improving Customer Experience: An Innovative Strategy by the

    • UPC: 771437929

  • Customer Service Expert Level Full Certification Kit - Complete Skills, Training, and Support Steps to the Best Customer Experience by Redefining and Improving Customer Experience - eBook

    This Customer Service Expert Level Certification Kit builds on the knowledge and understanding of, and looking at, the essential skills and qualities required by Customer Service supervisors and managers. More than six out of ten

    • UPC: 872764429

  • Cigarette Companies Kill Best Customers Condom Companies Kill Future Customers : Ruled Composition Notebook to Take Notes at Work. Lined Bullet Point Diary, To-Do-List or Journal for Men and Women.

    Cigarette Companies Kill Best Customers Condom Companies Kill Future Customers: Ruled Composition Notebook to Take Notes at Work. Lined Bullet Point D Height : 0.23 In Length : 9.00 In Width : 6.00 In Weight

    • UPC: 608651791

  • Deliver on the Entire Customer Experience - Learn from 3 Great CX Companies

    Top 10 Worst EMPLOYEE VS CUSTOMER Moments EVER!

    10 Reasons Why Companies Fail to Improve Their Customer Experience