The Managing Customer Service Pocketbook
For leaders of customer service teams, The Managing Customer Service Pocketbook draws on some startling statistics to highlight the benefit of building customer loyalty. For example, one study shows that a mere 5% increase in customer loyalty can boost profitability by up to 85%. Earning loyalty is about delighting the customer by delivering outstanding service. And, as the book's author Andy Cross explains, the bedrock of service excellence is the 'service brand'.INTRODUCTION 7 The critical difference, how to use this book, build a service brand, customer trends, trend spotting BUILD ... customer charter, customer feedback, putting on the ears, feedback methods, one step beyond, mystery shoppers, anbsp;...
| Title | : | The Managing Customer Service Pocketbook |
| Author | : | Andy Cross |
| Publisher | : | Pocketbooks - 2008-05 |
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