Customer Care Excellence

Book Name : Customer Care Excellence_x000D_
How to Create an Effective Customer Focus

By by Sarah Cook

Sub Title : How to Create an Effective Customer Focus

Written by : by Sarah Cook

Subject Category : Economics

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about this book

Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement. Kogan Page; November 2010 ISBN 9780749462574 Read online, or download in secure PDF or secure EPUB format Title: Customer Care Excellence Author: Sarah Cook Imprint: Kogan Page Subject categories Economics > Commerce Business > Customer Service Business and Commerce > Business > Marketing. Distribution of products ISBNs 0749462574 9780749457051 9780749462574 About The Author Sarah Cook is a management development consultant who specialises in customer care. She is currently Managing Director of the Stairway Consultancy. Sarah previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consultancy.

About The authore

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Related subjects

Economics - Commerce Business - Customer Service Business and Commerce - Business - Marketing. Distribution of products

ISBN

0749462574 - 9780749457051 - 9780749462574

In The Press:

Sarah Cook is a management development consultant who specialises in customer care. She is currently Managing Director of the Stairway Consultancy. Sarah previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consultancy.

Imprint

Kogan Page