Customer services Books

Book SynopsisWith emerging technology transforming customer expectations, it''s important to keep a laser focus on the experience companies provide their customers. Tomorrow''s customers need to be targeted today!Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective.The Customer of the Future explains how today''s customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don''t adapt to these new expectations won''t last. This book prepares your organization for these increas­ing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company fro

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Book SynopsisThis book will teach you how to eliminate what customers hate and lead your market and customer satisfaction.

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Table of ContentsPreface Acknowledgments1. Creating Breakthrough Services2. Developing a Vision of the Business3. Building Customer Loyalty4. Focusing and Positioning the Service5. Determining the True Costs and Benefits of Service Quality6. Developing Devices for Achieving Total Customer Satisfaction7. Managing for Quality and Productivity Gains8. Managing Demand and Supply9. Managing Networks10. Managing Information Technologies11. Mobilizing People12. Organizing Work13. Conceiving Future Breakthroughs14. Realizing Service BreakthroughsAppendix: Illustrative Approaches to Transportation Network DesignNotesIndex

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Book SynopsisA revised edition of Rob Jolles' valuable guide to being a fantastic salesperson by focusing on the needs and habits of the customer.

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Book SynopsisSynopsis coming soon.......Table of ContentsCONTENTSPREFACE1. Service Leadership Spells Profits2. The Customers' View of Service Quality3. Potential Causes of Service-Quality Shortfalls4. Gap 1: Not Knowing What Customers Expect5. Gap 2: The Wrong Service-Quality Standards6. Gap 3: The Service Performance Gap7. Gap 4: When Promises Do Not Match Delivery8. Getting Started on the Service-Quality Journey9. Service-Quality Challenges for the 1990'sAppendix A. Servqual and Its ApplicationsAppendix B. Approaches for Measuring Service-Provider Gaps and Their CausesNotes and ReferencesIndex

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Book SynopsisOwning a B&B is the dream of many ... More and more people are considering downshifting. Buying a property that can pay for its own upkeep and give you a comfortable lifestyle is a popular option. Not only has the interest grown in becoming a B&B proprietor, so has the interest by the public in the B&B as a viable short-break option. With this rise in popularity, however, come expectations, and this is where this book comes in. - It will help you: - Determine who your customers are- Manage the necessary financial tools- Ready your house for B&B service, or help you buy/build a new one- Successfully market your property- Ensure you make a profit from your enterprise. In short, everything you need to know to make your B&B a truly special place to stay! This book has been written for would-be and current B&B owners. It can be used as a short course giving invaluable insights for the experienced and inexperienced alike.

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Book Synopsis Day 1.- Chapter 1: Introduction to the New ITIL.- Chapter 2: Brief Overview of DevOps.- Day 2.- Chapter 3: ITIL 101: Concepts and Core Foundation.- Chapter 4: Holistic Approach to Service Management: Four Dimensions.- Day 3.- Chapter 5A: Value Creation with Service Value System.- Chapter 5B: Influencing through Guiding Principles.- Chapter 6: ITIL's Management of Practices.- Day 4.- Chapter 7: Practices to Manage Stakeholders.- Chapter 8: Practices to Enable Service Support.- Chapter 9: Continual Improvement.- Day 5.- Chapter 10: Practices to Manage Operations.- Day 6.- Chapter 11: Practices to Manage Changes.- Chapter 12: Practices to Manage Releases.- Day 7.- Chapter 13: The Service Desk.- Chapter 14: Tips and Tricks for Taking the ITIL Exam.- Appendix A: Answers to Knowledge Checks.- Table of ContentsChapter 1: Introduction to the new ITILChapter Goal: To introduce the new ITIL, provide context and differentiate with the version 3No of pages : 15 pagesSub -Topics1. Why ITIL 4?1. Difference between ITIL 3 and ITIL 42. ITIL 4 Foundation Exam3. Other ITIL 4 ExamsChapter 2: Brief Overview of DevOpsChapter Goal: To introduce the DevOps frameworkNo of pages : 20 pagesSub -Topics1. Introduction to DevOps2. DevOps sections – people, process and technology3. DevOps processesChapter 3: ITIL BasicsChapter Goal: To introduce the key concepts of ITIL No of pages : 20 pagesSub -Topics1. Defining value2. Products vs services3. Concept of consumers and other stakeholders4. service relationships5. Processes and functionsChapter 4: Service Management - Four DimensionsChapter Goal: To discuss the four dimensions in detailNo of pages: 20 pagesSub - Topics 1. Organizations and people2. Information and technology3. Partners and suppliers4. Value Streams and processesChapter 5: ITIL Service Value SystemChapter Goal: To introduce service value systemNo of pages : 20 pagesSub - Topics: 1. Intro to service value system2. Opportunity and demand3. Service value chain4. Governance5. Continual Improvement (formerly CSI)Chapter 6: ITIL Processes for Managing StakeholdersChapter Goal: Understand the processes for managing customers and other key stakeholdresNo of pages: 15 pagesSub - Topics: 1. Relationship management2. Service level management3. Supplier managementChapter 7: ITIL Processes for Defining Operations FrameworkChapter Goal: Understand the processes for defining processes that sets the boundaries and steps for support and operational activitiesNo of pages: 30 pagesSub - Topics: 1. Service configuration management2. IT asset management3. Information security management4. Continual improvementChapter 8: ITIL Processes for Managing OperationsChapter Goal: Understand the processes in detail for managing operationsNo of pages: 30 pagesSub - Topics: 1. Monitoring and event management2. Incident management3. Problem improvement4. Change controlChapter 9: ITIL Processes for Managing ChangesChapter Goal: Understand the processes for controlling changes to the environment and applicationsNo of pages: 20 pagesSub - Topics: 1. Service request management2. Change control3. Release managementChapter 10: ITIL Practice for Managing DeploymentsChapter Goal: Understand the technical management around deploying software into environmentsNo of pages: 15 pagesSub - Topics: 1. Deployment managementChapter 11: ITIL Practice for Coordinating between StakeholdersChapter Goal: Understand the service desk and service desk managementNo of pages: 15 pagesSub - Topics: 1. Service desk2. Service desk management Chapter 12 : Practices to Manage Deployments Release Management Types of Releases Engagement with Service Value Chain Deployment Management Key Activities Engagement with Service Value Chain Chapter 13 : Practices to Coordinate with Stakeholders Service Desk Types of Service Desks Key Activities Engagement with Service Value Chain Service Desk Management Engagement with Service Value Chain Chapter 14 : Exam Tips and Tricks

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Book SynopsisThe customer service playbook that will help blitz the competition and win life-long customers.

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Book SynopsisFrom T. Scott Gross, a consumer advocate, whose client roster for consulting and training reads like a who’s who of the Fortune 500. Southwest Airlines, FedEx, McDonald’s, Wal-Mart, and more have asked him to motivate their employees at conferences worldwide.In today’s tough economy, cutting prices and providing good service aren’t enough. To be truly successful, innovative businesspeople must learn the art of Positively Outrageous Service (POS)—doing the unexpected unexpectedly and giving the customer more than he or she could hope for. POS put customer service guru T. Scott Gross on the map in the early 1990s. In this revised third edition, he contemporizes his work by examining what’s wrong in the service industry today and how to turn those negatives into POS. In his signature, slightly irreverent, but always insightful style, he shows managers at every level of the service industry how to: Build a customer base by following the four key principles of promotions—have fun, get people to your store, get people involved with your product, and do something good for others Hire the right people and show them the fundamentals of POS Energize and obtain the most creativity out of employees Win over customers when mistakes happen, no matter who is at fault POS is not just a way of doing business, according to Gross; it’s also a state of mind and the key to success in the twenty-first century. Allworth Press, an imprint of Skyhorse Publishing, publishes a broad range of books on the visual and performing arts, with emphasis on the business of art. Our titles cover subjects such as graphic design, theater, branding, fine art, photography, interior design, writing, acting, film, how to start careers, business and legal forms, business practices, and more. While we don't aspire to publish a New York Times bestseller or a national bestseller, we are deeply committed to quality books that help creative professionals succeed and thrive. We often publish in areas overlooked by other publishers and welcome the author whose expertise can help our audience of readers.Trade Review"T. Scott Gross makes me smile. As a storyteller, thinker, creative genius, and friend, you'll love his brilliant insights." —Mark Victor, coauthor of Chicken Soup for the Soul "When I first heard of Scott's book, my reaction was . . . 'Why didn't I think of that?' . . . This is one of the rare instances where the title is as powerful as the contents." —Herman Cain, former president/CEO of Godfather's Pizza "Positively Outrageous Service is the most enjoyable book I have read concerning customer service during the past decade." —Coleen C. Barrett, president emeritus of Southwest Airlines, Co.

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Book SynopsisIntended for business students and managers who want to become more customer-oriented, this book focuses on helping managers develop information skills for understanding customers' perceptions of value and satisfaction.Trade Review"Focuses on helping managers develop information skills for understanding customers' perceptions of value." The Bookseller.Table of ContentsPreface. Part I: Building a Competitive Advantage by Knowing Your Customer:. 1. Achieving a Competitive Advantage Through Customer Value Delivery Strategies. 2. Customer Value in Market Opportunity Analysis Processes. Part II: Learning About Customer Value and Satisfaction:. 3. A New Perspective on Customer Value. 4. Linking Customer Value to Customer Satisfaction. 5. Know Your Customer Through Customer Value Determination. 6. How Customer Value Determination Improves Business Decisions. Part III: Customer Value Determination Techniques:. 7. Measuring Customer Value. 8. Analyzing Customer Value Data. 9. Measuring Customer Satisfaction. 10. Analyzing Customer Satisfaction Data. 11. Predicting Customer Value Change. Appendix I: The Coding Process. Appendix II: Identifying Strategically Important Customer Value Dimensions. Appendix III: Customer Value Change Forecasting Techniques. Index.

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Book SynopsisIn this fresh, original book, Steve Yastrow turns conventional sales and marketing on its head by showing what really motivates your customers: A strong relationship with your business. Both a manifesto and how-to guide, We: The Ideal Customer Relationship will change the way you interact with customers.and change the way your customers think about you.

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Book SynopsisSuccessful utility customer service leaders are providing great service while reducing costs. This primer for customer service leaders at all levels outlines successful techniques for creating a customer focused culture, taking costs out of the business and maximizing technology, processes and efficiency. Readers of this book will find easy to implement, proven best practices combined with thoughtful discussions on current strategies and innovations. Additionally insights and case studies from successful utility leaders will amplify the challenges of successfully implementing these best practices. Readers of this book will learn how to: • Build an aligned motivated team • Offer new services and products to meet your customers' needs • Reduce unbilled losses in your meter to cash cycle • Create effective channel management • Define, measure and map your key customer service processes • Utilize workforce management tools

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Book SynopsisSix Sigma changed the face of manufacturing quality. Now, Human Sigma is poised to do the same for sales and services. Human Sigma offers an innovative research-based approach to one of the toughest challenges facing sales and services companies today: how to effectively manage the employee-customer encounter to drive business success. What would your company look like if you could increase the revenue and profitability potential of every customer by more than 20 percent? What if you could double the productivity of every employee? And what if these two phenomena together could drive overall organisational performance exponentially? What would your company look like? And how would you go about creating this kind of change? One thing is certain: Business leaders are never going to inspire higher levels of employee productivity and build more passionate customer relationships by doing the same things they have tried for the past 25 years. Business leaders need something fresh. Something new. The last thing they need is more of the same old conventional wisdom about “satisfying” their employees and their customers. Based on solid research by The Gallup Organisation, Human Sigma will appeal to senior leaders and line managers alike who are looking for a way to dramatically increase productivity, retain a base of high value customers, and improve overall business performance. Human Sigma is: Rigorous: Based on research involving hundreds of companies, and over 10 million employees and 10 million customers around the world. Innovative: Cutting-edge management science supported by data, including brain imaging research into customer’s emotional connections to the companies they love. Practical: The principles in the book were developed from observations of real-life successes, not some fictional freaks-of-nature that exist only in a laboratory. As such, the lessons contained in the book have been tested in the real world, and can be applied in many situations. Interactive: The book contains a code that can be used to estimate the potential value of Human Sigma to readers’ organisations.

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Book SynopsisAt an institution of higher learning in one of China''s richest coastal cities, the college students are invited to make their complaints known. The students'' complaints registered in this book clearly demonstrate that they are keenly aware of the necessary elements of a quality education. Their concerns track with the concerns expressed in published articles on applied linguistics.

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Book SynopsisWhat is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book "The Cult of the Customer", Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations.

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Book SynopsisA powerful call to action, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value. Despite what the old adage says, the customer is not always right. Even companies that can seemingly do no wrong—like the coffeehouse giant Starbucks—have only recently started to figure this out. Starbucks is one of many companies that has successfully executed a pivot that puts the company in a customer-centric mindset, an approach that Wharton professor Peter Fader describes in Customer Centricity. Fader advocates that in the world of customer centricity, there are good customers … and then there is pretty much everybody else. In a new preface and afterword to Customer Centricity, Fader reflects on how the landscape has changed over nearly a decade since he first proposed that businesses radically rethink how they relate to customers. Using examples from Starbucks, Nordstrom, and more, Fader provides insights to help you understand: Why customer centricity is the new model for success in today's data-driven environment. How the ideas of brand equity and customer asset value help us understand what kinds of companies naturally lend themselves to the customer-centric model and which ones don't; Why the traditional models for determining the value of individual customers are flawed; How executives can use customer lifetime value (CLV) and other customer-centric data to make smarter decisions about their companies; How the well-intended idea of customer relationship management (CRM) lost its way—and how your company can properly put CRM to use; How customer centricity will help you realign your performance metrics, product development, customer relationship management and organization to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.ALSO AVAILABLE: Once Fader convinces you of the value of customer centricity in this book, The Customer Centricity Playbook, with Sarah Toms, will show you where to get started to bring it to the forefront of your organization. THE WHARTON EXECUTIVE ESSENTIALS SERIES The Wharton Executive Essentials series from Wharton School Press brings the ideas of the Wharton School's thought leaders to you wherever you are. Inspired by Wharton's Executive Education program, each book is authored by globally renowned faculty and filled with real-life business examples and actionable advice. Wharton Executive Essentials guides offer a quick-reading, penetrating, and comprehensive summary of the knowledge leaders need to excel in today's competitive business environment and capture tomorrow's opportunities.

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Book Synopsis"A QUICK BUT THOUGHTFUL LOOK INTO THE PROS AND CONS OF GAMIFICATION…."—Daniel H. Pink, Author, Drive Why can't life—and business—be fun? For thousands of years, we've created things called games that tap the tremendous psychic power of fun. In a revised and updated edition of For the Win: The Power of Gamification and Game Thinking in Business, Education, Government, and Social Impact, authors Kevin Werbach and Dan Hunter argue that applying the lessons of gamification could change your business, the way you learn or teach, and even your life. Werbach and Hunter explain how games can be used as a valuable tool to address serious pursuits like marketing, productivity enhancement, education, innovation, customer engagement, human resources, and sustainability. They reveal how, why, and when gamification works—and what not to do. Discover the successes—and failures—of organizations that are using gamification: How a South Korean company called Neofect is using gamification to help people recover from strokes;How a tool called SuperBetter has demonstrated significant results treating depression, concussion symptoms, and the mental health harms of the COVID-19 pandemic through game thinking; How the ride-hailing giant Uber once used gamification to influence their drivers to work longer hours than they otherwise wanted to, causing swift backlash. The story of gamification isn't fun and games by any means. It's serious. When used carefully and thoughtfully, gamification produces great outcomes for users, in ways that are hard to replicate through other methods. Other times, companies misuse the "guided missile" of gamification to have people work and do things in ways that are against their self-interest. This revised and updated edition incorporates the most prominent research findings to provide a comprehensive gamification playbook for the real world.Trade Review"Video games now have the dubious honour of having inspired their own management craze. Called 'gamification,' it aims to take principles from video games and apply them to serious tasks. The latest book on the subject, For the Win, comes from Kevin Werbach and Dan Hunter, from the Wharton Business School and the New York Law School respectively . . . .[T]heir central idea—that the world might be a better place if work was less of a necessary drudge and more of a rewarding experience in itself—is hard to argue with." * The Economist *"Here's a conversion worthy of a Transformers movie: Take buttoned-down, MBA-toting business professionals and turn them into video game designers. That's the goal of a new book about Gamification, changing behavior of employees and customers by appealing to their sense of fun and their competitive instinct, video game style. The co-author of For the Win: How Game Thinking Can Revolutionize Your Business is Dan Hunter, who runs New York Law School's Institute for Information Law and Society. He says gamification done right is about meaningful competition." * David Brancaccio, Marketplace, American Public Radio *"Werbach and Hunter aren't playing around with this book on how to add the joy of gaming to your enterprise. This is a quick but thoughtful look into the pros and cons of gamification, what works and what doesn't, with plenty of insight into what really motivates and engages customers and employees." * Daniel H. Pink, author of Drive and A Whole New Mind *"For the Win is the best overview of gamification out there. Direct and to the point, the book is chock-full of solid, studied examples illustrating both best practices and pitfalls to avoid." * Jesse Schell, CEO of Schell Games and author of The Art of Game Design *"For the Win is a total win! In the 21st century, business must shift from push to pull to get the best out of their employees and to entice their customers. This book brilliantly explains how to design and use gamification techniques to that end. I highly recommend this useful and fun to read book." * John Seely Brown, Coauthor of The Power of Pull and A New Culture of Learning; Co-chairman, Deloitte Center for the Edge; Former Chief Scientist, Xerox Corporation; Director, Palo Alto Research Center *"If you prefer realism to hype and rationality to bandwagons, this is the gamification book for you. As a work about gamification today, this book is excellent; as a work about gamification tomorrow, it's staggeringly excellent." * Richard Bartle, Professor, University of Essex; Creator of MUD1, the first multiplayer online game; Author of Designing Virtual Worlds *"Like gamification, this book is a fusion of human nature and good design. Far and away the best book on the subject, with the most examples and the best intellectual grasp of the topics." * Bing Gordon, Partner, Kleiner Perkins Caufield & Byers; former Chief Creative Officer, Electronic Arts *"As business becomes more complex and information-intensive, so managers must learn to rely on their employees' intrinsic motivations and self-direction rather than traditional command and control. 'Gamification' is a vital tool in that shift. In For the Win, Kevin Werbach and Dan Hunter have written an entertaining and immensely practical guide to this rich managerial opportunity." * Philip Evans, Senior Partner, Managing Director, and BCG Fellow, Boston Consulting Group; co-author of Blown to Bits *"Every business executive, small business owner and public servant should read this book; the public and private benefits would be enormous. I'm not kidding. If you're even half as blown away as I was by For the Win, it'll be your best book purchase of the year. Applying 'game thinking' to everyday life might just change . . . well, everything. Read the book and you'll see what I mean." * Jessica Mulligan, Online game pioneer and co-founder, Themis Group *"If you want to understand one of the most important trends in business today, go out and buy For the Win. Werbach and Hunter reveal the secrets to powering up your organization through game thinking. Read this book. It's a game changer." * Brad Feld, Managing Director, Foundry Group; Co-author of Do More Faste *"At a time when so many of us have grown up with video games, game thinking belongs at the center of discussions about business and management. In For the Win, Werbach and Hunter eloquently and practically explain how to apply one of the most important shifts in our cognitive models." * Joichi Ito, Director, MIT Media Lab *"This fantastic book shows how to motivate your customers, employees, and partners using the techniques that game designers have employed for years. For the Win is the perfect title, because businesses that understand these techniques will be the standout winners in their markets. Do yourself a favor and read this deep yet practical guide before your competitors do." * Rajat Paharia, Founder and Chief Product Officer, Bunchball *"A wonderfully written, funny, and timely work. Should be required reading for anyone pursing a modern undertaking utilizing these concepts. As the concept of 'gamifying' continues to grow, the importance of this text will continue to emerge." * Professor Andrew Phelps, Director, School of Interactive Games & Media, Rochester Institute of Technology *"For the Win hits a home run in illustrating the business value of gamification for both small and large companies across the globe." * Kris Duggan, CEO, Badgeville *"For the Win is the smartest book written on the practical potential of gamification. With eyes wide open to both the promise and the risks inherent in yoking business practices to the power of play, Hunter and Werbach may have singlehandedly saved gamification from collapsing under the weight of its own hype." * Julian Dibbell, author of Play Money and My Tiny Life *

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Book SynopsisFor the first time in book form, "B2B Customer Insight: The Proven Path to Growth," will reveal how customer insight surveys tailored to B2B relationships generate significant strategic data; data that, when properly applied, enables company management to expand their share of existing markets as well as successfully penetrate new ones. When these surveys are regularly conducted and implemented, they lead to increased long-term profits and sustainable growth. This book will appeal to virtually anyone wanting to learn about the hidden dynamics of B2B transactions, and how to make those dynamics work in a supplier's favor in their customer relationships and overall business development. In my 20 years of consulting with large manufacturing companies in a variety of industries, I've been able to develop a tested and proven customer insight methodology that I will share for the first time in this book. Utilizing real-life case studies with clients who have agreed to participate in this project, I will also discuss how this research process should never stop with the numbers. Instead, it should provide practical and impactful solutions to specific business dilemmas. The advantage of offering actual case studies of companies who successfully made significant changes (of course based on our PMG customer insight surveys) will also differentiate us from other B2B business books that lack hard, fact-based guidance as well as multiple examples of genuine and significant application.

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