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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 |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Santa Monica, CA :
Merritt Publishing,
[1997]
|
| Edición: | First edition. |
| Colección: | Taking control series.
|
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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| 049 | |a UAMI | ||
| 100 | 1 | |a Burke, Jack, |d 1950- | |
| 245 | 1 | 0 | |a Creating customer connections : |b how to make customer service a profit center for your company / |c Jack Burke. |
| 246 | 3 | 0 | |a How to make customer service a profit center for your company |
| 250 | |a First edition. | ||
| 264 | 1 | |a Santa Monica, CA : |b Merritt Publishing, |c [1997] | |
| 264 | 4 | |c ©1997 | |
| 300 | |a 1 online resource (vi, 317 pages) : |b illustrations, forms | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 490 | 1 | |a Taking control series | |
| 504 | |a Includes appendices one through thirty-one (pages 247-314), and index. | ||
| 505 | 0 | 0 | |t Introduction : defining terms -- |t Know your corporate character and identify your customers -- |t Channeling creativity and thriving on the technological edge -- |t Which sale first? Avoiding the product trap -- |t Product versus service and the perils of commoditization -- |t Defining the competition and managing customer expectation -- |t Integrating sales and customer service so you get repeat business -- |t Battling the malady of sales prevention -- |t Integrating public relations and customer service -- |t Encouraging excellence in your electronic lobby -- |t Responding to electronic media in a television age -- |t Responding to print media by focusing on magazines and Yellow Pages -- |t Supporting direct marketing or outsourcing the effort -- |t Infomercials as a customer service tool? Integrating with alternative media -- |t Demographic issues and the client nexus -- |t How to run an effective customer service meeting and find the right people to attend -- |t Conclusion : the future is now. |
| 520 | |a 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 | ||
| 588 | 0 | |a Print version record. | |
| 590 | |a eBooks on EBSCOhost |b EBSCO eBook Subscription Academic Collection - Worldwide | ||
| 650 | 0 | |a Customer services |x Evaluation. | |
| 650 | 0 | |a Customer services |z United States. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 6 | |a Service à la clientèle |x Évaluation. | |
| 650 | 6 | |a Service à la clientèle |z États-Unis. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Customer services |x Evaluation. |2 fast |0 (OCoLC)fst00885550 | |
| 650 | 7 | |a Customer relations. |2 fast |0 (OCoLC)fst00885533 | |
| 650 | 7 | |a Customer services. |2 fast |0 (OCoLC)fst00885545 | |
| 651 | 7 | |a United States. |2 fast |0 (OCoLC)fst01204155 | |
| 776 | 0 | 8 | |i Print version: |a Burke, Jack, 1950- |t Creating customer connections. |b 1st ed. |d Santa Monica, CA : Merritt Pub., 1997 |z 1563431491 |w (DLC) 96076108 |w (OCoLC)36712838 |
| 830 | 0 | |a Taking control series. | |
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