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We Are All Customers!

No matter who you are, you are a customer. 'We Are All Customers!' examines service excellence from the customer's vantage point;

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The Customer Service Revolution

The way we do business has changed. Customers are no longer driven by products and services alone. They are experience driven customers who;

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Bring Inner Greatness Out

In a world of several billion people we are a supply of one! We must find the unique gifts we have inside, polish them, showcase them;

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Forecasting seat sales in passenger airlines using the reverse traffic

studied routes. Also we found that people are not price sensitive but they are quite sensitive to price changes. No matter the direction of a;

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Dynamic Contact Centers with Impatient Customers and Retrials

. In order to consider both aspects we use the so-called strong approximations. By means of this approximation performance measures are derived and;

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Simple

one eye on tomorrow's customers, while you manage those of today? These are all key questions as we strive to deliver value on an ongoing;

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The A to Z of Internet Marketing

times, the changes have been immensely positive. As the popularity of this type of marketing grows, marketers find that there are more and more;

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Delighting Customers

there are clear links between delighted customers and profitability, customer loyalty and long-term survival. We are committed to achieving;

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Thinking of...Microsoft Office 365 and the Business Conversation? Ask the Smart Questions

We are bold and we take our customers on a journey to utopia, a world where IT services just work. We speak about outcomes for our;

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The Curated Experience

We are in the age of the empowered customer. There are more and more customer choices, greater and greater customer demands on;

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Customer Experience Management Rebooted

understanding, measuring and creating experiences that customers value . So while service and efficiency are wonderful things, they represent;

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Customer Experience Management Rebooted

understanding, measuring and creating experiences that customers value . So while service and efficiency are wonderful things, they represent;

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Customer Inspired Marketing

It's no secret that the old methods of mass marketing are loosing effectiveness and value. We have exploited the basic advertising tactics;

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Engage to Win

, yet we are asked to interact increasingly through apps and browsers instead of via face-to-face contact with customers and clients. Even with;

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Service-Ability

Times have changed. Long gone are our days of being kings of the manufacturing industry, we are now immersed in the world of service where;

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The Secret Lives of Customers

A "detective story" that delivers key insights for any businessperson asking the questions: who really are our customers, why do we lose;

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Customer Loyalty Risk Measurement for Manufacturing Products

. Thus, after we find the value of CEP and CPR and if Customer Expectation - Customer Perception = Positive number, it means Customers are;

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How to Deal with Difficult Customers

? We all have difficult customers. If you're tired of leaving money on the table because you can't handle them, read this book. If your good;

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Why Customers Leave (and How to Win Them Back)

-off 'wow' moments." --Forbes Discover the 24 reasons people are leaving you for competitors and how to win them back.

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The Connected Company

The future of work is already here. Customers are adopting disruptive technologies faster than your company can adapt. When your customers;

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Business for the Glory of God

Grudem postulates that by engaging in business we glorify God because we are emulating God's own creative work. This book is a guide to;

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Complaint Management Excellence

Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations;

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Heart Selling

paradigm shift from push marketing to pull marketing. The times where guerilla strategies were helpful to attract spouses or customers are gone;

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Quicklook at Management

run: In other words, managed. There are many ways of doing this. We consider theories of management, alternative styles and techniques;

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Managing Anger in the Workplace

In any organization, we must contend with competitors and unpredictable markets. There is bound to be conflict and therefore, conflict;

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The Dark Side of CRM

Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms;

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Dark Side Of CRM

Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms;

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