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Bring Disney-level customer experience to your organization with insider guidance The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience…

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FACT: NOTHING IS COSTLIER OR MORE DIFFICULT THAN GETTING A NEW CUSTOMER. Business owners agree. The referred customer is far superior to the one brought in by 'cold' advertising. Yet most business owners will invest more money to find new customers than getting…

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In The Customer Service Revolution , DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution,…

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When it comes to customer experience, Don Peppers is one of the world’s most respected authorities. Over the last twenty years he and co-author Martha Rogers have written a series of best-selling books on the subject, collectively selling over a million…

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Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results…

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You've read about Customer Loyalty in the Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketing News, Boardroom Reports, Marketing Management, Library Journal, The Selling Advantage, Ideas Magazine,…

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Most consumers don't trust companies as much as they used to. So how has Bryan Pearson convinced 99.99 percent of his ten million customers in LoyaltyOne’s AIR MILES Rewards Program to willingly share their personal information? Pearson shows readers how…

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Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and…

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A No-Nonsense, Take-No-Prisoners Plan for Earning Positive Return on Your Email Marketing! “They” say email is dead. Baloney! 94% of Americans use email. Passionate social networkers use email more, not less. Mobile email is huge. Email offers…

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Meet the Williams family. Grandma Williams has died, and her children call Night & Day Funeral Home to make arrangements. Courtesy of a Twilight-Zonesque space-time anomaly, the Williams family ends up concurrently planning and holding two funerals for…

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THE #1 NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLER! “Like any business, a hospital must be true to its core values in order to succeed. ‘Trickle-down values’ start at the top with the best leadership, so that all the stakeholders understand and carry out…