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Buy with confidence! Book is in new, never-used condition 1.23

We are in what many call The Age of the Customer. Customers are empowered more than ever before and demand a high level of customer attention and service. Their increasing expectations and demands worldwide have forced organizations to transform themselves and prepare for the customer experience (CX) battlefield. This landmark book addresses: - What customer experience really means - Why it matters - Whether it has any substantial business impact - What your organization can do to deliver and sustain your CX efforts, and -How we got to this particular point in CX history This book is the result of exhaustive research conducted to incorporate various components that affect customer experience. Based on the research results, the authors make a case for seeing CX and associated transformations as the next natural evolution of the quality management system (QMS) already in place in most companies. Using an existing QMS as the foundation for CX not only creates a more sustainable platform, but it allows for a faster and more cost effective way to enable an organization to attain world-class CX.

We are in what many call The Age of the Customer. Customers are empowered more than ever before and demand a high level of customer attention and service. Their increasing expectations and demands worldwide have forced organizations to transform themselves and prepare for the customer experience (CX) battlefield. This landmark book addresses: - What customer experience really means - Why it matters - Whether it has any substantial business impact - What your organization can do to deliver and sustain your CX efforts, and -How we got to this particular point in CX history This book is the result of exhaustive research conducted to incorporate various components that affect customer experience. Based on the research results, the authors make a case for seeing CX and associated transformations as the next natural evolution of the quality management system (QMS) already in place in most companies. Using an existing QMS as the foundation for CX not only creates a more sustainable platform, but it allows for a faster and more cost effective way to enable an organization to attain world-class CX.

Contact Center Management on Fast Forward is the most widely read book on contact center management available today. Trusted for its accuracy, clarity, and proven guidance, it has become required reading in organizations around the world. This fourth edition is updated with new guidance on customer expectations, omnichannel, social media, performance metrics, strategy, and much more!

Contact Center Management on Fast Forward is the most widely read book on contact center management available today. Trusted for its accuracy, clarity, and proven guidance, it has become required reading in organizations around the world. This fourth edition is updated with new guidance on customer expectations, omnichannel, social media, performance metrics, strategy, and much more!

Buy with confidence! Book is in acceptable condition with wear to the pages, binding, and some marks within 1.23

The BEHR Dry Plus Masonry Waterproofer with NanoGuard Technology is an interior/exterior waterproofer with a 10 year customer satisfaction guarantee. It is designed for porous masonry surfaces and withstands up to 12 psi of hydrostatic pressure and 98 mph wind-driven rain. This low odor, mildew resistant waterproofer provides a smooth, decorate finish that is sprayable for easy application. Ideal for use on above and below grade walls, retaining walls, garage walls, masonry walls, cinder blocks, stucco, brick, foundations and landscape walls. Color: Anonymous.

The BEHR Dry Plus Masonry Waterproofer with NanoGuard Technology is an interior/exterior waterproofer with a 10 year customer satisfaction guarantee. It is designed for porous masonry surfaces and withstands up to 12 psi of hydrostatic pressure and 98 mph wind-driven rain. This low odor, mildew resistant waterproofer provides a smooth, decorate finish that is sprayable for easy application. Ideal for use on above and below grade walls, retaining walls, garage walls, masonry walls, cinder blocks, stucco, brick, foundations and landscape walls. Color: Anonymous.

Building on the work of Daniel Kahneman (Thinking Fast and Slow), Dan Ariely (Predictably Irrational), Shaw and Hamilton provide a new understanding of how people behave, explain what it means for organizations who really want to understand their customers, and show you what to do to create exceptional customer experiences.

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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, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: Understanding the ever-evolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimen Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them. The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

Readable copy. Pages may have considerable notes/highlighting. ~ ThriftBooks: Read More, Spend Less 0.9

Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business.   From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. Split into two parts, you’ll discover:   · Why customer experience is so important in business – and how it applies to you · How to use customer experience tools in your business – step by step guides on how to use CX metrics and how to learn from them   Alongside the theory and practical how-to guidance, there will be a range of examples of ‘thinking differently’ about everyday situations to engage the reader. Plus, with case studies from International Companies, readers will discover not only what works well but also the hard lessons they have learned.   The Customer Experience Book shows you how to understand, measure and improve customer experience in your business, whatever your level.

Book is in Used-VeryGood condition. Pages and cover are clean and intact. Used items may not include supplementary materials such as CDs or access codes. May show signs of minor shelf wear and contain very limited notes and highlighting. 1.96

Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all in order to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Don’t let that happen to you!Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows readers how to:· Design and deliver flawless services and products while setting honest customer expectations · Create and implement an effective customer access strategy · Capture and leverage the voice of the customer to set priorities and improve products, services and marketing · Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfactionCompanies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves . . . while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. This groundbreaking, must-have guide reveals how to delight customers using all the technological tools at their disposal.

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 relationship. They do this through customer-focused strategies and leadership, via operations, policies, and procedures that consider how the customer will fare in every scenario. More Is More provides practical advice for building or improving customer experience that you can apply immediately at your own organization. Because time is of the essence, your customers are not willing to wait for you to get the customer experience right. This book shows you the invisible toxins that are killing your customer experience and your market share and how you should address them. More Is More sets you up for success, outlining the key areas you need to address immediately so you can weather external changes, remain relevant and thrive in the ever-changing business landscape.

Book is in NEW condition. 0.44

Overall WINNER - CMI Management Book of the Year 2014 WINNER - 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 complicated or cost a fortune.  

Book is in NEW condition. 0.65

Bridget Brennan, CEO of Female Factor, shows readers how to win sales and grow market share by creating a customer experience that appeals to the most powerful consumers: women.When people think about the world’s growth markets, they often envision countries like China and India. Yet they miss the largest one right here at home, no matter where you call home: women. With women driving 70 to 80 percent of consumer spending, it would seem an obvious strategy to learn how best to appeal to this continually expanding market. Common sense? Yes. Common practice? No.In Winning Her Business, Bridget Brennan, advisor to some of the world’s biggest brands and businesses, provides a roadmap for selling in a world dominated by the rise of women’s economic power. Brennan introduces The Four Motivators® Framework, which shows how every company can help customers feel:connected to them, their brand, and their business,inspired to buy from them specifically,confident in their buying decisions, andappreciated for their business. Showcasing best practices from brands as diverse as Lexus, Sephora, Allstate and the Minnesota Vikings NFL team, Winning Her Business offers invaluable insights into women as consumers and shows that almost all businesses have an opportunity to create an inclusive customer experience that inspires increased sales, referrals, and repeat business.