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Turn Your Customer on: 23 Ways to Motivate Employees and Make Customers Love You 1 review
Kevin Billingsley, Brooke Billingsley
Literary Architects, 2006
Happy Customers - Better Business
It is more profitable to retain a customer than to find a new one, with this book, that should never be a problem again. Easy to read, entertaining and practical, this book offered me things that I could implement in my business today.
They say it takes a village to raise a child, in your company it takes the team to create Happy Customers.
I strongly recommend this book to anyone who ...
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Linking Customer and Employee Satisfaction to the Bottom Line1 review
Derek R. Allen, Morris Wilburn
ASQ Quality Press, 2002
Superbly organized and presented information
The collaboration of Derek R. Allen and Morris Wilburn, Linking Customer And Employee Satisfaction To The Bottom Line: A Comprehensive Guide To Establishing The Impact Of Customer And Employee Satisfaction On Critical Business Outcomes is organized into eleven distinct chapters focusing on the issues thematically related to developing and improving corporate fiscal success through sustained ...
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How to Reduce Business Losses from Employee Theft and Customer Fraud 1 review
Alfred N Weiner
Vestal Press, 1997
Too basic, no meat!
This book is below the basic need of any Loss Prevention Professional, and most business owners. The author fills space with meaningless things such as how to describe a suspect, numbers for government agencies.......Don't waste your time and money!
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Restaurant Management: Customers, Operations, and Employees (3rd Edition)3 reviews
Robert Christie Mill
Prentice Hall, 2006
Restaurant Management-customers, Operations, and Employees
I will soon be opening a cafe and have been desperately looking for a book like this. It is a detailed text book covering everything, plus hundreds of "quick bites" that offer tips and examples to help with understanding. I know its a reference that I will go back to over and over.
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The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees 3 reviews
James L. Heskett, W. Earl Sasser, ...
Free Press, 2003
As Good As It Gets
The Value Profit Chain provides tremendous insight into the critical elements of a world class operating strategy. I particularly found Chapters 1 and 2 extremely helpful in providing a framework to think about the details of what is required to support our brand positioning. As they say, God is in the details and this book helped me understand which details matter and which don't. I highly ...
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Delivering and Measuring Customer Service - This isn't rocket surgery!6 reviews
Richard D. Hanks
Duff Road Endeavors, LLC, 2008
Must Read for Anyone Wanting to Improve Customer Service
Anyone who is interested in understanding the role of gathering and using guest feedback needs to read this book. There is no other book that so clearly outlines the need for customer service and the actual methods and measurments on how to get it, and then how to improve your operation based on the feedback.
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Fresh Customer Service: Treat the Employee as #1 and the Customer as #2 and You Will Get Customers For Life - ...
Michael D. Brown MBA
Acanthus Publishing, 2008
If you treat your employees with respect and kindness, if you motivate and equip them with the tools they need to do their job, and if you treat them like they're Number 1, they, in turn, will unleash a passion to serve your customers like they have never been treated before. Your employees will offer a World-Class Customer Service Experience to everyone who enters your place of business. With the Fresh Customer Service Executive Summary audio ...
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The Corporate Coach: How to Build a Team of Loyal Customers and Happy Employees 4 reviews
James B. Miller
Collins Business, 1994
A "how-to" on building a customer oriented team.
This book focuses on serving customers as the customer wants to be served not as the service provider wants to serve. The "Coach's Checklists" at the end of each chapter are each worth the price of the book. This book drives home the point that the ONLY difference between a business and sports team is the field they play on.
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Human Sigma: Managing the Employee-Customer Encounter11 reviews
John H. Fleming, Jim Asplund
Gallup Press, 2007
Great Read
This is a worth while investment of time. This business book is better than most as it presents a common sense approach anyone could actually apply.
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Fresh Customer Service: Treat the Employee as #1 and the Customer as #2 and You Will Get Customers for Life
Michael D. Brown MBA
Acanthus Publishing, 2007
It goes against all you were taught in business school...and many of the books you ve read...and it s the key to turning customers into loyal customers. Not only will they faithfully return to you, they ll become brand ambassadors who spread the word about your products and services far and wide. Fresh Customer Service proves that if you treat your employees with respect and kindness, if you motivate and equip them with the tools they need to do ...
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Creating Value: Linking the Interests of Customers, Employees, and Investors
Paul O'Malley
Pegasus Communications, 1998
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Employee Management and Customer Service in the Retail Industry
Chris Thomas, Gary Heil
Wiley, 2005
Employee Management and Customer Service in the Retail Industry, by Gary Heil and Chris Thomas, attempts to combine the psychology of dealing with employees and customers with the practical realities of managing a retail business. Organized into ten chapters, this book loosely follows a retail manager's natural progression from interviewing prospective employees, to hiring the right ones, paying them fairly, and keeping them happy on the job.
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The Employee's Customer Services Handbook
Contributing Writer/Editor: Lyn Taetzch
National Institute of Business Management, Inc., 1988
"Whatever type of products or services your company offers---and whatever position you hold---your cooperation, energy, ideas, and talents are needed. This handbook will show you:
*Why customer service is important.
*What makes a customer satisfied or dissatisfied.
*How you personally can work within your organization to accomplish the goal of 100 percent customer satisfaction.
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Value-Added Customer Service: The Employee's Guide for Creating Satisfied Customers 1 review
Tom Reilly
Contemporary Books, 1996
Nothing New
1) I should start by saying that I bought this book believing I would learn ways I could create and implement new value-added services (for instance free services to help a a customer use a product or make the most of it). It does not address that definition of value-added service. 2) This book addresses how important stellar customer service is, and how all aspects of an organization contribute ...
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One Size Fits One: Building Relationships One Customer and One Employee at a Time1 review
Gary Heil, Tom Parker, ...
Wiley, 1999
Outstanding resource
This book will be a great resource to my workplace and our efforts to find a style of management that will take us into the future. Gary Heil seems to have a finger on the pulse of what will work in the workplace today.
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The Employee-Customer-Profit Chain at Sears (HBR OnPoint Enhanced Edition)
Anthony J. Rucci, Steven P. Kirn, ...
Harvard Business Review, 2000
It is no longer news that over the past five years, Sears, Roebuck and Co. has radically changed the way it does business and dramatically improved its financial results. But the now-famous Sears turnaround was more than a strategic and financial break with the past. It was a radical change in the logic and culture of the company, based on a new business model--not so much "the softer side of Sears" as the softer side of measurement. Led by CEO ...
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The Celebrity Experience: Insider Secrets to Delivering Red Carpet Customer Service14 reviews
Donna Cutting
Wiley, 2008
Great Book! Lots of Easy to Read, Valuable Info
This book got my attention from the first sentence. It provided great ideas for improving my customer service, including many that cost little money ... a real PLUS for me. I recommend that all business owners and sales people read this book.
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Look to Internal Customers for Satisfaction.(treating employees right)(Brief Article): An article from: ...
Eileen L. Berman
Institute of Industrial Engineers, Inc. (IIE), 2000
This digital document is an article from Industrial Management, published by Institute of Industrial Engineers, Inc. (IIE) on November 1, 2000. The length of the article is 753 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser. Citation Details Title: Look to ...
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The Loyalty Link: How Loyal Employees Create Loyal Customers2 reviews
Dennis G. McCarthy
Wiley, 1997
Simple, values based and totally practical
Far too much resource is spent on building "whizz-bang" customer loyalty programmes that forget the basic premise - customer loyalty is built on the company culture. The Loyalty Link reminds us that customers deal with individual employees and those individuals must provide or exceed the service the customers expect if the company wants to retain them. Those same individuals will only ever ...
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Light Their Fire: Using Internal Marketing to Ignite Employee Performance and Wow Your Customers11 reviews
Susan Drake, Michelle Janette Gulman, ...
Kaplan Business, 2005
Basic Manual on Employee Loyalty
This basic manual teaches you how to encourage your employees to buy into your business strategy and brand before you begin selling to real-world customers. Internal marketing programs should be part of every company's operations. Authors Susan M. Drake, Michelle J. Gulman and Sara M. Roberts show that motivated, energetic employees are important assets; they can expand your business ...
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