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In today's tough economy, cutting prices and providing good service aren't enough. To be truly successful, innovative businesspeople must learn the art of Positively Outrageous Service (POS)—doing the unexpected unexpectedly and giving the customer more than he or she could hope for. POS put customer service guru T. Scott Gross on the map in the early 1990s. In this revised third edition, he contemporizes his work by examining what's wrong in...
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"There comes a time when business owners, managers, and startups can't see objectively where their weaknesses lie. Whether they are already at the top of their game and want to stay there, are concerned about diminishing sales and increased competition, or are building something brand-new, Micah Solomon's unique lens as a "customer service sleuth" will help businesses assess whether they are delivering the goods and services they have always intended"--...
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You may have your industry's most prolific product or service in the marketplace, but your customers' loyalty and checkbooks will only go as far as your customer service will allow. In the end, customers will not recognize the minor advantages of your superior product, but poor customer service will stand out like the Vegas strip on a moonless night. So the most vital question any manager or business owner can ask themselves today is, how well are...
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“Watch out, Goliath. Jon Yates has a slingshot and he’s teaching us how to use it.”
—Amy Dickinson, New York Times bestselling author and America’s favorite advice columnist
“Jon Yates gives consumers a great primer on how to solve their own customer service problems.”
—Angie Hicks, Founder of “Angie’s List”
Jon Yates, the Chicago Tribune’s
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"From the CEO and founder of a top Silicon Valley-based consulting firm, a powerful new book that challenges businesses to reconceive their approaches to time and technology--and win an unprecedented share of their customers' time, attention, and money"--Provided by publisher.
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Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.
In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive...
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Do you really need another audio book on customer service? There are hundreds you could choose from, and you've probably read at least a dozen. Why should you take advice from a deli with a funny name in Ann Arbor, Michigan?
Because the way Zingerman's teaches services is different, better and more successful than the way others do it.
Because while most customer-service audio books give you philosophy and theory, Zingerman's tells you exactly...
9) The aisles have eyes: how retailers track your shopping, strip your privacy, and define your power
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The author of Media Today offers “a trenchant, timely, and troubling account of [retailers’] data-mining, in-store tracking, and predictive analytics” (The Philadelphia Inquirer).
By one expert’s prediction, within twenty years half of Americans will have body implants that tell retailers how they feel about specific products as they browse their local stores. The notion may be...
By one expert’s prediction, within twenty years half of Americans will have body implants that tell retailers how they feel about specific products as they browse their local stores. The notion may be...
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Named one of 100 Leadership & Success Books to Read in a Lifetime by Amazon Editors
A Wall Street Journal and Businessweek bestseller. Named by Fast Company as one of the most influential leadership books in its Leadership Hall of Fame. An innovation classic. From Steve Jobs to Jeff Bezos, Clay Christensen's work continues to underpin today's most innovative leaders and organizations.
The bestselling classic on disruptive innovation, by renowned...
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"In Reorganize for Resilience, strategy and organizational behavior expert Ranjay Gulati reveals how resilient companies prosper in both good times and bad - driving growth and increasing profitability by immersing themselves in the lives of their customers. Instead of pushing their own offerings on customers, these firms work from the outside in: identifying current and potential customer problems and then providing seamless, integrated products...
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Rethink your business model to incorporate the power of "user" experiences. What's the Future of Business? will galvanize a new movement that aligns the tenets of user experience with the vision of innovative leadership to improve business performance, engagement, and relationships for a new generation of consumerism. It provides an overview of real-world experiences versus "user" experiences in relation to products, services, mobile, social media,...
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Revised and updated with the latest on successful Twitter marketing
In this revised and updated edition of Twitter Power, online marketing entrepreneur Joel Comm explores the latest trends, methods, and practices for making Twitter work for your business. You'll see how businesses and marketers are building a loyal following among Twitter members, expanding awareness of their product or service, and even handling negative publicity due to angry or...
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First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to:* handle irate customers*...
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The former Apple CEO “delivers a clear message to individuals, entrepreneurs, and corporations: change . . . or wither” (Booklist).
The future belongs to those who see the possibilities before they become obvious. This is the most exciting time ever to be part of the business world.
Throughout history, there are some events that stand out as so groundbreaking that they completely...
The future belongs to those who see the possibilities before they become obvious. This is the most exciting time ever to be part of the business world.
Throughout history, there are some events that stand out as so groundbreaking that they completely...
17) Service impact!
Pub. Date
2014.
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The Service impact! collection includes titles such as Angry customer, Dimensions of service, and Credibility through honesty, which aim to impact consumer relationships through great service.
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2014.
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This exciting program shows how to provide outstanding customer service in person, on the phone, and online. Putting Customers First also shows how two libraries transformed themselves by following basic principles of customer service. The Columbus (OH) Metropolitan Library implemented a 48-hour turnaround time in its technical services department in order to provide better customer service and keep their library relevant to its customers. The West...
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Clayton M. Christensen is a professor of business administration at Harvard Business School. Michael E. Raynor is a director at Deloitte Research. Together, they outline an innovative plan that urges businesses to create disruption rather than fleeing from it. Named one of 2003's Best Business Books by Business Week, this book is a Wall Street Journal and New York Times best-seller.
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