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Be Our Guest: Perfecting the Art of Customer Service
Hardcover

|November 8, 2011

$21.30 online

$24.99

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Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest , Disney Institute, which specializes in helping professionals see new…
Never Lose A Customer Again: Turn Any Sale Into Lifelong Loyalty In 100 Days

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Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing…
Measure What Matters: Online Tools For Understanding Customers, Social Media, Engagement, and Key…

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In an online and social media world, measurement is the key to success If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible," they can be measured and managed-with powerful results. Measure…
Would You Do That To Your Mother?: The Make Mom Proud Standard For How To Treat Your Customers

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Customer experience pioneer Jeanne Bliss shows why “Make Mom Proud” companies outperform their competition. Her 5-step guide to customer experience and culture transformation makes this achievement possible.    Bliss urges companies to…
7L: The Seven Levels of Communication: Go From Relationships to Referrals

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Can you imagine receiving a referral each and every day? Neither could real estate agent Rick Masters. (7L) The Seven Levels of Communication tells the entertaining and educational story of Rick Masters, who is suffering from a down economy when he meets…
Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

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Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud),…
What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint

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True Influence Top 25 B2B Must-Read Books of 2017 Selected by Oracle Marketing Cloud as a Top 15 Marketing Book for 2016 LinkedIn Marketing Solutions 25 Must-Read Marketing Books in 2017 Mashable Best New Marketing Books to Read in 2017 Think you know your…
Hug Your Haters: How To Embrace Complaints And Keep Your Customers
Hardcover

|March 1, 2016

$30.98 online

$35.00

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Haters are not your problem. . . . Ignoring them is.   Eighty percent of companies say they deliver out­standing customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service…
The Spirit Of Hospitality: How To Add The Missing Ingredients Your Business Needs
Paperback

|This title releases December 11, 2018

$20.91 online

$23.50

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The Spirit of Hospitality takes readers on a journey of passion for purpose that empowers the missing ingredients of hospitality into a proven leadership style that works. Time has sped up to the point where technology has surpassed the last few thousand years by…
Consumer Behavior
Hardcover

|This title releases November 3, 2018

$331.40

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For undergraduate and graduate courses in consumer behavior.   Strategic applications for understanding consumer behavior Consumer Behavior, 12th Edition  explores how the examination and application of consumer behavior is central to the planning,…
The Science Of Service: The Proven Formula To Drive Customer Loyalty And Stand Out From The Crowd
Hardcover

|This title releases September 18, 2018

$26.65 online

$29.95

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Distilling more than twenty years? experience teaching service excellence courses and improving customer satisfaction at major corporations, Mark Colgate debunks the dated notion that ?customer is king,? and digs deep into the science, systems, and discipline of…
Legacy In The Making: Building A Long-term Brand To Stand Out In A Short-term World

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A book for a different breed of business leader, one who looks beyond the moment to create a life of significance. Most of us are familiar with the traditional way of looking at legacy―something preserved in the past. Traditional legacy is all around us,…
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