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Creating customer connections : how to make customer service a profit center for your company /
Martin Bury, after a 40-Ưyear career as an automobile dealer, described his experiences in the book "The Automobile Dealer." Analyzing lost customers, Bury arrived at some statistics that could open the eyes of a marketer or customer service person from any industry. Over a four-Ưyear peri...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Santa Monica, CA :
Merritt Publishing,
[1997]
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| Edición: | First edition. |
| Colección: | Taking control series.
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| Temas: | |
| Acceso en línea: | Texto completo |
| Sumario: | Martin Bury, after a 40-Ưyear career as an automobile dealer, described his experiences in the book "The Automobile Dealer." Analyzing lost customers, Bury arrived at some statistics that could open the eyes of a marketer or customer service person from any industry. Over a four-Ưyear period, here are the reasons businesses lose their customers: one percent will die; three percent will move out of the area; five percent will be lured away by other salespeople; nine percent will be lured away by lower prices; fourteen percent will leave because of unresolved complaints; sixty-Ưeight percent will leave because of poor service, discourteous treatment or indifference. The moral to these statistics: providing courteous, helpful service can cut client losses by more than twoƯthirds. But good customer service is not good enough. Customer satisfaction is not--by itself--enough. Success in business requires an integrated marketing and communication approach that will result in the cultivation of a nexus between a company and its customers. This book is written to help you build that nexus between your company and your customers |
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| Descripción Física: | 1 online resource (vi, 317 pages) : illustrations, forms |
| Bibliografía: | Includes appendices one through thirty-one (pages 247-314), and index. |
| ISBN: | 0585044120 9780585044125 9781563431494 1563431491 |