Magic for Malls make the connection between the low self-esteem experienced by many retail staff and poor level of service suffered by customers. It then lays out The Magic Programme, developed for staff at the award-winning shopping centre at Meadowhall and then shared across Europe with 30,000 retail employees, including entry level and long-term unemployed people. It allows participants to find success through failure, a process which boosts confidence, creativity and self-esteem, all of which are damaged through standardised schooling, under and over-parenting. The programme is presented as a handbook so you can use it with your staff to transform their lives by giving them the gift of great self-esteem, which sets them confidently on the road to success. Finally, theres a practical look at proven techniques to keep focus on service excellence, which led to steady and sure improvements in customer care. In a wide-ranging career, Stephen has advised leading property owners, leisure companies and retailers and has developed and run many unique restaurants. In this, his first book on the subject, he shares the insights on service excellence learned across 30 years, which will enable employers to apply the techniques which will transform their business.
The fundamental relationships among brands, media, and people are being transformed, and just as we try to adapt, along comes a new disruption. Are you and your organization prepared to deal with todays unprecedented speed and scope of technological change? Beyond Advertising provides a business transformation road map for an aspirational future, based on the insights of more than 200 of the worlds most forward-thinking executives, innovators, and academics all grappling with todays unique challenges and opportunities. This book offers a concrete set of principles, including The All Touchpoint Value Creation Model, designed to lift us out of reactive thinking and encourage the co-creation of a future better for business, better for people, and better for society. Actionable steps include: Holistically orchestrate and allocate resources across all touchpoints Redefine expectations of success to align for multi-win outcomes Provide every stakeholder at all touchpointsa R.A.V.E.S. standard of content: relevant and respectful, actionable, valuable, exceptional experiences, and a shareworthy story Develop all touchpoints to maximize the M.A.D.E.s value of context: the complete person, the features of the delivery platform, the dynamic environment, and synergies with other touchpoints YORAM (JERRY) WIND is the Lauder Professor and Professor of Marketing at The Wharton School and the founding Director of the Wharton SEI Center for Advanced Studies in Management, the Wharton Fellows program and co-founder of the Wharton Future of Advertising Program. He led the development of the Wharton globalization strategy, the creation of the Wharton Executive MBA program, as well as the reinvention of its curriculum. He has received numerous marketing awards, including the Buck Weaver Award (2007), the Charles Coolidge Parlin Award (1985), AMA/ Irwin Distinguished Educator Award (1993), and the Paul D. Converse Award (1996). CATHARINE FINDIESEN HAYS is the founding Executive Director of the Wharton Future of Advertising Program, a leading research center bridging practitioners and academia. She earned her graduate degrees at Wharton and Penn as a Lauder Fellow and led pioneering marketing, strategy and sales teams during a 15-year career at AT&T. She can be heard on air as a host of Marketing Matters on Business Radio Powered by the Wharton School on Sirius XM 111. THE WHARTON FUTURE OF ADVERTISING INNOVATION NETWORK is the influential and growing global community of forward-thinking collaborators from across industry and academia committed to advancing the scope, value, and impact of advertising. WFOA.WHARTON.UPENN.EDU
Customer Service, Career Success Through Customer Loyalty: CTI Reviews
What is the cost of losing a customer? In today´s competitive environment, it is a cost no business can afford. Do the math. It costs you up to 4 times more to get a new customer than it does to retain an existing one. However, that does not even take into account the fact that an unhappy customer will tell an average of 20 customers about their bad experiences, while a satisfied customer will only tell 10 people about their good experiences. This means you have to make twice as many customers happy as unhappy - just to break even! Dr. Tony Alessandra teaches how employees in all areas of your business can easily and quickly increase their customer service skills - anyone from secretaries to managers to the CEO him/herself! Why not invest in a proven system today and learn skills that will secure committed and active customers for you and your business? How can you afford not to? I have laid it all out for you here - over 35 years of the customer service secrets that have helped me tremendously in my own business career and saved me from many ruined customer relationships along the way. Language: English. Narrator: Dr. Tony Alessandra. Audio sample: http://samples.audible.de/sp/ales/000036de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Here´s how to liberate your customers from customer service, keep them happy, and control costs.Most customer-service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a ´´relationship´´ with your company´s customer service department, or do they simply want to purchase your products or services so they can put them to use?In this groundbreaking audiobook, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong - eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand.The Best Service Is No Service outlines seven principles to deliver the best service - which ultimately leads to ´´no service´´: Eliminate dumb contactsCreate engaging self-serviceBe proactiveMake it easy to contact your companyOwn the actions across the company Listen and actDeliver great service experiencesWhile self-service and customer relationship management are often tech-heavy and software-driven efforts, Price and Jaffe emphasize that no technology is needed to adopt a ´´no service´´ mindset - and any manager who tries to ferret out dysfunctional contacts between customers and companies can create far better, self-correcting systems. Language: English. Narrator: Jim Bond. Audio sample: http://samples.audible.de/bk/brll/000017de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
There are specific skills needed to help customers over the phone. Learn how to break the ice and develop rapport with the people you serve, even when you´re pressed for time. Tune out distractions and develop listening skills that are critically important to phone service. Last, learn how to express empathy, de-escalate angry callers, and stay focused throughout the day. Topics include: Developing the perfect phone greeting Filling dead air Managing holds and transfers Listening Expressing empathy De-escalating angry callers ungekürzt. Language: English. Narrator: CC Chapman. Audio sample: http://samples.audible.de/bk/acx0/077185de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
This information is a must for every executive and employee. Everyone you touch every day is your customer: shareholders, employees, managers, partners, and that person purchasing your service or product. Manage customer complaints more effectively, retain a winning staff through savvy leadership techniques, enhance your operations to better satisfy everyone, learn how to add value to all client contacts, and find out what the customer really wants. ungekürzt. Language: English. Narrator: Marsha Sue Petrie. Audio sample: http://samples.audible.de/sp/made/000294de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Customer service may soon be a thing of the past except for a few companies and organizations that pride themselves on providing their customers with extraordinary service. The U.S. is becoming a rude society. Fewer people care about or expect good customer service. Too many companies are living on past reputations. A new generation of senior executives has no idea what customer service is all about. The author attributes this to a society of people all thumbs about their pods, pads and berries and oblivious to the world around them. This book should be a must read by CEOs, senior managers and heads of PR and customer service at all companies, organizations and institutions as well as local, state and federal governments.The book cites how poor customer service or lack of it has caused and exacerbates crises. There are separate chapters on basics, listening, responding, telephone etiquette, and the problem of gate guardians as well as separate chapters for a more comprehensive look at the success of several companies including Amica Mutual Insurance Co., Marriott and Crystal Cruise Lines. The author, Rene A. Henry, draws from the successful practices of CEOs who know extraordinary customer service to provide the reader with a menu of proven ideas that can be adapted for any type of business, product or service. The book looks at how the Nordstrom family empowers its employees with ownership and entrepreneurialism. Why Amica Insurance has been honored time and again for 100 years for the way it treats its customers. How Carl Sewell became one of the nation´s largest luxury car dealers by turning one-time buyers into a lifetime customers. The way Amazon has profited from Jeff Bezos´ customer-centric philosophy. The importance Bill Marriott, Jr. places on management by walking around has made it the leader in the hotel business. Ukrops Supermarkets became a major regional chain with a contrarian strategy. Brad Tilden attr... ungekürzt. Language: English. Narrator: Margie Lenhart. Audio sample: http://samples.audible.de/bk/acx0/014183de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
If your organization´s goal is to create a lasting service culture, you´re going to love Customer Love! Mac Anderson has compiled a fantastic audiobook filled with unforgettable true stories about individuals and companies who have ´´wowed´´ their customers and turned them into raving fans! In Customer Love: Great Stories about Great Service you will explore 24 unforgettable stories about phenomenal customer service. Each chapter will ignite your thoughts and inspire new ideas that you can use to take your customer service to the next level. Share this audiobook with your employees and watch the creative ideas flow. Utilize the ideas behind these creative narratives to grow your business - and remember ´´if you do something good for one customer, they´ll tell 100 other people.´´ ungekürzt. Language: English. Narrator: Derek Shetterly. Audio sample: http://samples.audible.de/bk/gdan/001357de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.
Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this audiobook takes a novel approach by rooting out the real reasons employees aren´t delivering the service they should. The results can be both surprising and illuminating, such as: Company culture doesn´t always support service excellence Over-emphasis on cost reduction often increases the cost of service Employees are torn between doing the right thing for the customer and following policy Poor products and services can make helping the customer nearly impossible Employees´ interests often don´t align with company goals Once core problems are identified, the audiobook offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best. ungekürzt. Language: English. Narrator: Walter Dixon. Audio sample: http://samples.audible.de/bk/gdan/000820de/bk_rhde_002536_sample.mp3. Digital audiobook in aax.