Secret service : hidden systems that deliver unforgettable customer service /

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The new rules for persuasive messaging. When it comes to messaging, what worked in the past won't work today. Our noisy, digital world has undermined our ability to focus. For a message to grab attention and persuade, it now has to pass the SAUCE test and be: Simple, Appealing, Unexpected, Cred...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: DiJulius, John R., 1964-
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : AMACOM, [2003]
Temas:
Customer services.
Consumer satisfaction.
Customer loyalty.
Consumer Behavior
Service à la clientèle.
Consommateurs > Satisfaction.
Consommateurs > Fidélité.
BUSINESS & ECONOMICS > Customer Relations.
Consumer satisfaction
Customer loyalty
Customer services
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • Secret service systems : creating behind-the-scenes systems
  • Secret service at work : implementing secret service systems
  • Your front line is your bottom line : the value of your front-line people
  • What are we really selling? : making it an experience
  • Drilling for oil, in your own backyard : marketing to go deeper with your existing customers
  • Creating passionate team members : creating a great corporate culture
  • An opportunity to be a hero : turning customer complaints into positive experiences
  • Enhancing the quality of lives around us : giving back
  • E-nough : getting back to the face-to-face relationships.

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