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The Nordstrom Way to Customer Service Excellence
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Robert Spector |
First published in 1995, The Nordstrom Way is a classic guide to great customer service. This new book replaces The Nordstrom Way with an even more practical guide to becoming the "Nordstrom" of your… |
OL14962029W |
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The experience economy
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B. Joseph Pine II |
"With The Experience Economy, Pine & Gilmore explore how successful companies - using goods as props and services as the stage - create experiences that engage customers in an inherently personal way… |
OL16277833W |
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Discovering the soul of service
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Leonard L. Berry |
"From Berry's exacting study of fourteen mature, highly successful, labor-intensive companies comes an astonishing revelation: the single most important factor in building a lasting service business … |
OL1953903W |
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Acquiring, Processing, and Deploying
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M. Larry Shillito |
Do you want a better understanding of who your customers are? Do you want to learn how to acquire the customer voice? The next decade will be the decade of the customer. Meeting their wants, needs, a… |
OL3465703W |
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Customer management excellence
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Mike Faulkner |
CRM today is much like BPR in the 1990s. It is the strategy of the 21st century. Everyone is jumping on the bandwagon, but few are doing it in a way that will reap long-term benefits. And while billi… |
OL6046165W |