Brand New, Unread Copy in Perfect Condition. A+ Customer Service! Summary: Butterfly Behaviour. Breaking Trust With the Customer. The Return of the Monarch. The Service Kaleidoscope. Measuring the Trust Account. Conducting a 3-D Audit. No Strategy. The Expectations Contract: Misreading the Customer. The Media: Attractive Offer or Fatal Attraction? The Physical Dimension: The Emperor's New Clothes. The People Dimension: No Value Added. Internal Affairs: Culture Clash. The Service-Empowered Team. Exercises in 3-D. Conclusion. A 3-D Reading List. Index. Buchnummer des Verkäufers
Inhaltsangabe: Develop difficult-to-attain customer trust and loyalty through predictable and consistent service experience
Today's customer is a "Butterfly Customer," skeptical, not loyal to any product or company, and only yours until the next best thing comes along. The Butterfly Customer defines the true meaning of customer loyalty and provides a master plan for achieving success. Authors Susan O'Dell and Joan Pajunen explain that a better measure of a customer's loyalty is how much trust they place in your business. Here, business managers will learn how to write their own contracts with customers, determine what promises that contract with the customer implies, and focus on delivering service. By running a business with integrity, owners will develop trust with their customers and profit by doing so.
* Includes numerous examples of actual companies and what actions they are taking to capture customers' loyalty
Susan M. O'Dell and Joan A. Pajunen (both from Mississauga, Canada) are Principals in Service Dimensions, a consulting company specializing in retail and service sectors.
Inhaltsangabe: Today's customer is a butterfly - sceptical and ready to flutter off to the competition at the drop of a hat. Businesses spend fortunes each year on loyalty schemes, yet many still fail to inspire true loyalty. This book redefines the meaning of customer loyalty and provides a master plan for success. Business managers will learn how to write their own contracts with customers, determine the promises each contract implies, and focus on delivering service. By running a business with integrity, they will develop new trust with their customers and profit by doing so
Buchbeschreibung John Wiley & Sons, 2000. Paperback. Buchzustand: Very Good. . Very Good condition with no significant faults. Clearly used but very few minor defects. Will look good on your book case after reading but may not be suitable as a present unless hard to find elsewhere SECURE DAILY POSTING FROM UK. 30 DAY GUARANTEE. Buchnummer des Verkäufers mon0002310660
Buchbeschreibung Wiley. Paperback. Buchzustand: Very Good. Very good condition - book only shows a small amount of wear. Buchnummer des Verkäufers G0471645184I4N00
Buchbeschreibung Wiley, 2000. Buchzustand: Fair. Revised. N/A. Shows definite wear, and perhaps considerable marking on inside. Buchnummer des Verkäufers GRP82931651
Buchbeschreibung Buchzustand: Acceptable. Book Condition: Acceptable. Buchnummer des Verkäufers 97804716451845.0
Buchbeschreibung Wiley. PAPERBACK. Buchzustand: New. 0471645184 14. Buchnummer des Verkäufers HU-H0BU-3DRR
Buchbeschreibung Buchzustand: Good. The Butterfly Customer: Capturing the Loyalty of Todays Elusive Customer. Buchnummer des Verkäufers Grb0906593
Buchbeschreibung Wiley, 2000. Paperback. Buchzustand: New. book. Buchnummer des Verkäufers 0471645184
Buchbeschreibung Buchzustand: Like New. Book Condition: Like New. Buchnummer des Verkäufers 97804716451842.0
Buchbeschreibung Paperback. Buchzustand: As New. This Book is in Good Condition; Customer Satisfaction Comes First.Delivery Time 4-12 days. 100% Money back Guaranteed!!!. Buchnummer des Verkäufers 0471645184
Buchbeschreibung Buchzustand: Brand New. Book Condition: Brand New. Buchnummer des Verkäufers 97804716451841.0