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Books > Business & Economics > Business & management > Sales & marketing > Customer services

Superstar Customer Service - 200+ Customer Service Tips To Help You (Paperback): Basil O'Hagan Superstar Customer Service - 200+ Customer Service Tips To Help You (Paperback)
Basil O'Hagan
R123 Discovery Miles 1 230 Ships in 4 - 8 working days

Make sales! Build loyalty! Boost yoru career!

A must-have guide for all customer facing staff.

Deliver What You Promise - The Fundamental Building Blocks Of Business (Paperback): Bali Padda Deliver What You Promise - The Fundamental Building Blocks Of Business (Paperback)
Bali Padda
R327 Discovery Miles 3 270 Ships in 12 - 17 working days

Bali Padda is the operations maverick behind LEGO's remarkable turnaround from a business basket-case, struggling to deliver on its orders, to the biggest and most profitable toy brand in the world.

As Chief Operations Officer at LEGO, Bali overhauled the toy company by shaking up its operations and instilling essential business fundamentals. He resolved issues across the supply chain and forged close partnerships between functions. He cut unpopular product lines and diverted the company's attention on hero items. He developed a relentless focus on customer service - of delivering what was promised - and he instituted weekly performance briefings known as the Visual Factory, which ultimately spread throughout the whole organization and transformed culture and performance. LEGO became the largest toy manufacturer in the world, and Bali was honoured with becoming the company's first non-Danish CEO in 2017.

In Deliver What You Promise, Bali distils his methodology at LEGO into ten essential, fundamental lessons. From how to reduce complexity to prizing reliability over agility. Why a business should be treated like a living organism and how to bring everyone together under a shared sense of purpose. On when to use soft and hard managerial skills and the hidden risks of success.

Illustrated by insider stories from LEGO, these are enduring principles that both young starters and established leaders alike need to know and can implement straight away, to deliver on what is promised.

Customer service (Paperback, 2nd ed): R. Machado Customer service (Paperback, 2nd ed)
R. Machado 2
R566 Discovery Miles 5 660 Ships in 2 - 4 working days

In today's globalised and digital world, consumers can move from one retailer to the next across the world at the click of a button. Online access and social media mean that consumers are more market savvy, more informed and more discerning than ever before. What brings them back is an enhanced shopping experience, and key to this is good customer service. More and more marketers are focusing on retaining their customer base or trying to erode their competitor's customer base through better customer service. After all, happy customers are repeat customers and become advocates for the business.

Customer Services (Paperback, 3rd Edition): M C Cant Customer Services (Paperback, 3rd Edition)
M C Cant
R320 R282 Discovery Miles 2 820 Save R38 (12%) Ships in 4 - 8 working days

Customer service is not a new topic in marketing. Although most marketing texts cover customer service in some form or another, the topic is generally not given the attention it deserves. In a society where customers are becoming more informed, more protected and more demanding than in the past, it makes good business sense to ensure that your customers receive a high level of customer service. After all, a happy customer is a satisfied customer, and a satisfied customer will remember the experience and purchase from you again and again.

Customer Service draws together the important issues regarding customer service. It addresses all the key elements which need to be considered when developing a service strategy for a business. The text is not only written with undergraduate students in mind, but also for the entire spectrum of businesses – both large and small – and for employees at all levels.

This book:

  • Considers the topic of customer service within the context of its role in marketing strategy
  • Stresses the importance and role of verbal and non-verbal communication
  • Highlights the role that physical evidence plays in supporting a service strategy
  • Addresses the causes of service failures and how to fix them
  • Provides guidance on how to develop a service system
  • Shows how technology can be used to enhance customer service
  • Gives advice on how to develop and train staff to deliver exceptional customer service
  • Addresses the important issues of quality, value, expectations and satisfaction and why they form the foundation of a service strategy
  • Outlines the concept of customer experience management and how to apply it to a business
Clientelligence - How Superior Client Relationships Fuel Growth and Profits (Hardcover): Michael B. Rynowecer Clientelligence - How Superior Client Relationships Fuel Growth and Profits (Hardcover)
Michael B. Rynowecer
R720 Discovery Miles 7 200 In Stock
Handbook of Research on Customer Loyalty (Hardcover): Debbie I. Keeling, Ko De Ruyter, David Cox Handbook of Research on Customer Loyalty (Hardcover)
Debbie I. Keeling, Ko De Ruyter, David Cox
R4,587 Discovery Miles 45 870 Ships in 12 - 17 working days

Identifying customer loyalty as a crucial success factor in contemporary marketing thinking and practice, this innovative Handbook incorporates a rich collection of perspectives on the current topics and research-driven practices in the field. Leading scholars offer an insightful reimagining of the research methods, metrics, and designs for the future of measuring and predicting customer loyalty. The Handbook recognises loyalty as a strategic asset, and analyses incentive structures such as loyalty-based learning, gamification, and automaticity to track the evolution of customer loyalty programmes. Examining the impacts of globalization and cutting-edge technologies on the customer loyalty journey, it identifies an increase in customer defection and a rapid erosion of single-brand loyalty. Forward-thinking, it concludes by reflecting on how trends like voice technology, augmented reality, and influencer marketing will shape the domain of customer loyalty in the future. Gathering together contemporary concepts, practice, measures and challenges to inform future research, this Handbook will prove an enlightening read for students and scholars of marketing, business and management, and psychology. Its illustrative case studies will also prove invaluable for practitioners in a diverse range of fields looking to future-proof and reimagine their loyalty strategies.

Difficult Customers (Paperback): Grainne Ridge Difficult Customers (Paperback)
Grainne Ridge
R254 Discovery Miles 2 540 Ships in 12 - 17 working days

If you ask people what the biggest challenge is in their job it is often handling difficult customers. In the charitable sector, whether the customer is a beneficiary or a benefactor, as in any other 'business' the successful management of customers can make or break an organisation. This book is designed to give such organizations simple templates and tools which they can use with very little training experience. It also serves as a refresher for those who have undergone trainer training. It is essential reading for everyone who interfaces with customers and for CEOs and managers for whom happy customers are critical to the performance of their organisation. The book is designed so that you can dip into individual chapters if you know where you need help, or, you can treat it as a short course in designing and delivering training.

Outside-in Service Design - A Practical Guide (Paperback): Amir Azizpour Outside-in Service Design - A Practical Guide (Paperback)
Amir Azizpour
R904 Discovery Miles 9 040 Ships in 12 - 17 working days
Enhancing Customer Engagement Through Location-Based Marketing (Hardcover): Amandeep Singh, Amit Mittal, Murat Unanoglu Enhancing Customer Engagement Through Location-Based Marketing (Hardcover)
Amandeep Singh, Amit Mittal, Murat Unanoglu
R6,512 Discovery Miles 65 120 Ships in 10 - 15 working days

Proponents applaud location-based advertising as a way to bridge the gap between online and physical customer experiences and promote impulse purchases. Skeptics question whether location-based marketing (LBM) will cause consumer burn-out and violate consumer privacy if the data that is gathered through LBM is not used, shared, protected, and stored properly. Companies engaging in LBM should take measures to ensure customer privacy through stringent opt-in policies and security safeguards. Enhancing Customer Engagement Through Location-Based Marketing presents the main techniques of geo-marketing, introduces the idea of a "geo-marketing mix," and develops the mobile marketing concept based on geolocation techniques. Covering key topics such as data management, augmented location, and mobile targeting, this premier reference source is ideal for business owners, entrepreneurs, managers, marketers, policymakers, researchers, academicians, practitioners, scholars, instructors, and students.

Handbook of Research on Customer Engagement (Paperback): Linda D. Hollebeek, David E. Sprott Handbook of Research on Customer Engagement (Paperback)
Linda D. Hollebeek, David E. Sprott
R1,557 Discovery Miles 15 570 Ships in 12 - 17 working days

Customer engagement is now a critical research priority in contemporary marketing. In this Handbook, a cadre of international scholars offer an overview of current research on this rapidly growing field of study. Providing vital insights into current theoretical and practical treatments of customer engagement, chapters engage with a broad cross-section of state-of-the-art research. Covering the importance of customer engagement in broader marketing practices, conceptual relationships, organizational performance and networks, this Handbook grapples with both conceptual and empirical research to offer insight into current and rapidly emerging research issues. Featuring a broad theoretical scope, this Handbook attends to a rapidly growing international community of researchers in customer engagement. Scholars from related fields, including management, economics and sociology will also benefit from the range of applications of customer engagement research. This book is also crucial for marketing managers looking to improve and refine marketing environments. Contributors include: T.L. Baker, S.E. Beatty, R.N. Bolton, K. Burns, B.J. Calder, J.D. Chandler, D. Chasanidou, C. Costley, D. Cox, K. de Ruyter, L. Dessart, M. Ehret, A. Fjuk, P.W. Fombelle, D. Grewal, C. Gurau, K.L. Hall, W. Hammedi, M. Hammerschmidt, B. Henkens, L.D. Hollebeek, A. Hyder, J.U. Islam, I. Jain, L.W. Johnson, K. Johnston, A. Karahasanovi , C. Kazanis, D.I. Keeling, S.J. Kim, V. Kumar, C.R. Lages, A. Lane, C. Leckie, T. LeClercq, S. Leroi-Werelds, K. Macky, E.C. Malthouse, J. Marbach, E. Maslowska, J. Napoli, D. Novikova, M. Nyadzayo, R. Ouschan, V. Pitardi, I. Poncin, N. Puccinelli, Z. Rahman, N.B. Razavi, O. Regalado-Pezua, A.L. Roggeveen, B. Runnalls, T.P. Scholdra, E.B. Schweiger, N. Sivertstol, D.E. Sprott, S. Streukens, T. Taguchi, J. Turkington, S. Tuzovic, A. van Riel, K. Verleye, N. Vijverman, V. Viswanathan, S.D. Vivek, C.M. Voorhees, W.H. Weiger, J. Wirtz

The Telesales Handbook - A Practical Guide to Setting Up and Running Your Own Telesales Operation (Paperback): Stuart Pearce The Telesales Handbook - A Practical Guide to Setting Up and Running Your Own Telesales Operation (Paperback)
Stuart Pearce
R266 Discovery Miles 2 660 Ships in 12 - 17 working days

"The Telesales Handbook" is written for everyone facing the daily challenges of the telesales and call centre world. It is written in a clear and no nonsense way and packed with useful tips and advice making it a great reference guide to those just starting out and those who've been in the industry for a while.

Promoting Consumer Engagement Through Emotional Branding and Sensory Marketing (Hardcover): Monika Gupta, Priya Jindal, Shubhi... Promoting Consumer Engagement Through Emotional Branding and Sensory Marketing (Hardcover)
Monika Gupta, Priya Jindal, Shubhi Bansal
R6,596 Discovery Miles 65 960 Ships in 10 - 15 working days
Onboarding Matters - How Successful Companies Transform New Customers Into Loyal Champions (Hardcover): Donna Weber Onboarding Matters - How Successful Companies Transform New Customers Into Loyal Champions (Hardcover)
Donna Weber
R554 Discovery Miles 5 540 Ships in 12 - 17 working days
Apprenticeship Customer Service Practitioner L2 Handbook + ActiveBook (Paperback): Lambert Stewart, Elizabeth Blaikie, Sue... Apprenticeship Customer Service Practitioner L2 Handbook + ActiveBook (Paperback)
Lambert Stewart, Elizabeth Blaikie, Sue Tissiman, Julie Smith
R1,010 Discovery Miles 10 100 Ships in 12 - 17 working days

An ideal companion to support apprentices throughout their on-programme learning of Customer Service Practitioner Level 2 Apprenticeship Standard Apprenticeship Handbook for Customer Service Practitioner (Level 2) provides apprentices with all the support they will need throughout the on-programme component of the Customer Service Practitioner Level 2 Apprenticeship Standard. It is a course companion that covers all the knowledge required by the apprenticeship Standard and set out in the Pearson EPA Amplification. It will also help apprentices identify and understand how to apply the appropriate skills and behaviours in the workplace.

Advanced Introduction to Sustainable Competitive Advantage in Sales (Hardcover): Lawrence B. Chonko Advanced Introduction to Sustainable Competitive Advantage in Sales (Hardcover)
Lawrence B. Chonko
R2,669 Discovery Miles 26 690 Ships in 12 - 17 working days

Elgar Advanced Introductions are stimulating and thoughtful introductions to major fields in the social sciences, business and law, expertly written by the world's leading scholars. Designed to be accessible yet rigorous, they offer concise and lucid surveys of the substantive and policy issues associated with discrete subject areas. This unique Advanced Introduction offers an insight into how sales leaders seek and maintain a sustainable competitive advantage for both organizations and customers. Lawrence B. Chonko explores how sales leaders take professional selling to the next level by focusing on serving the customer. Discussing the key skills of sales leaders - technological proficiency, managing change, and harnessing and using knowledge - Chonko analyzes how sales leaders are distinguished from other sales professionals. Key features include: analysis of how sales leaders anticipate future events focus on sales leaders emphasizing long-term customer relationships rather than transactions discussion of how sales leaders have adopted the servant leadership philosophy in order to enhance the overall customer experience. This Advanced Introduction will be a useful resource for scholars and advanced students studying marketing. Its focus on the qualities of sales leaders will also be beneficial for sales professionals interested in enhancing their customer relations skills.

Advanced Introduction to Sustainable Competitive Advantage in Sales (Paperback): Lawrence B. Chonko Advanced Introduction to Sustainable Competitive Advantage in Sales (Paperback)
Lawrence B. Chonko
R586 Discovery Miles 5 860 Ships in 12 - 17 working days

Elgar Advanced Introductions are stimulating and thoughtful introductions to major fields in the social sciences, business and law, expertly written by the world's leading scholars. Designed to be accessible yet rigorous, they offer concise and lucid surveys of the substantive and policy issues associated with discrete subject areas. This unique Advanced Introduction offers an insight into how sales leaders seek and maintain a sustainable competitive advantage for both organizations and customers. Lawrence B. Chonko explores how sales leaders take professional selling to the next level by focusing on serving the customer. Discussing the key skills of sales leaders - technological proficiency, managing change, and harnessing and using knowledge - Chonko analyzes how sales leaders are distinguished from other sales professionals. Key features include: analysis of how sales leaders anticipate future events focus on sales leaders emphasizing long-term customer relationships rather than transactions discussion of how sales leaders have adopted the servant leadership philosophy in order to enhance the overall customer experience. This Advanced Introduction will be a useful resource for scholars and advanced students studying marketing. Its focus on the qualities of sales leaders will also be beneficial for sales professionals interested in enhancing their customer relations skills.

Developing Relationships, Personalization, and Data Herald in Marketing 5.0 (Hardcover): Jasmine Kaur, Priya Jindal, Amandeep... Developing Relationships, Personalization, and Data Herald in Marketing 5.0 (Hardcover)
Jasmine Kaur, Priya Jindal, Amandeep Singh
R6,560 Discovery Miles 65 600 Ships in 10 - 15 working days

Within the past decade, marketing has experienced three major challenges: generation gap, prosperity polarization, and digital divide. The disconnect between older corporate executives and their younger managers and customers has proven to be a significant challenge. Digitalization brings fear of the unknown with the threats of job loss and privacy concerns. However, it also brings the promise of exponential growth and better living for humanity. Businesses must break the divide to ensure that technological advancement will move forward and not be welcomed with resentment. Developing Relationships, Personalization, and Data Herald in Marketing 5.0 contrasts the advantages and disadvantages of modern marketing over traditional marketing and focuses on identifying how companies and society can be benefited by the technological advancement of marketing. Covering topics such as customer engagement, neuromarketing, and review rating prediction, this premier reference source is an essential resource for business leaders, marketing professionals, students and educators of higher education, university libraries, researchers, and academicians.

Building a Brand Image Through Electronic Customer Relationship Management (Hardcover): Arshi Naim, Sandeep Kumar Kautish Building a Brand Image Through Electronic Customer Relationship Management (Hardcover)
Arshi Naim, Sandeep Kumar Kautish
R6,554 Discovery Miles 65 540 Ships in 10 - 15 working days

Effective e-customer relationship management is imperative for increasing customer satisfaction, online sales, website patronage, loyalty, and retention. To understand exactly how this business strategy can be applied to enhance business operations, further study on its various benefits, opportunities, and challenges is required. Building a Brand Image Through Electronic Customer Relationship Management develops electronic customer relationship management strategies for achieving customer satisfaction and explains the concepts and uses of electronic customer relationship management to meet strategic objectives, improve customer loyalty, and build brand image. Covering topics such as marketing, brand equity, customer loyalty, and social media, this reference work is ideal for business owners, managers, entrepreneurs, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.

Customer Mania! - It's Never Too Late to Build a Customer-Focused Company (Paperback): Kenneth Blanchard Customer Mania! - It's Never Too Late to Build a Customer-Focused Company (Paperback)
Kenneth Blanchard; As told to Jim Ballard, Fred Finch
R390 R326 Discovery Miles 3 260 Save R64 (16%) Ships in 10 - 15 working days
Reasons NOT to Focus on Employee Experience - A Comprehensive Guide (Hardcover): Nick Glimsdahl Reasons NOT to Focus on Employee Experience - A Comprehensive Guide (Hardcover)
Nick Glimsdahl
R400 Discovery Miles 4 000 Ships in 10 - 15 working days
Subscription Marketing - Strategies for Nurturing Customers in a World of Churn (Hardcover, 3rd ed.): Anne Janzer Subscription Marketing - Strategies for Nurturing Customers in a World of Churn (Hardcover, 3rd ed.)
Anne Janzer; Foreword by Robble Kellman Baxter
R721 R606 Discovery Miles 6 060 Save R115 (16%) Ships in 10 - 15 working days
Raving Fans - A Revolutionary Approach to Customer Service (Paperback, New edition): Ken Blanchard, Sheldon Bowles Raving Fans - A Revolutionary Approach to Customer Service (Paperback, New edition)
Ken Blanchard, Sheldon Bowles
R263 R214 Discovery Miles 2 140 Save R49 (19%) Ships in 12 - 17 working days

RAVING FANS!

"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans."

This, in a nutshell, is the advice given to a new Area Manager on his first day – in an extraordinary new business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.

'Raving Fans' is written in the parable style of the bestselling 'The One Minute Manager' and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature – not just a passing fad.

Business is in the midst of a service crisis that has left millions of disillusioned customers in its wake. 'Raving Fans' includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace – and turn their customers into raving, spending fans.

Customer Success Mindset (Hardcover): Jyotsana Shukla Customer Success Mindset (Hardcover)
Jyotsana Shukla
R469 Discovery Miles 4 690 Ships in 12 - 17 working days
Consumer Behavior Change and Data Analytics in the Socio-Digital Era (Hardcover): Pantea Keikhosrokiani Consumer Behavior Change and Data Analytics in the Socio-Digital Era (Hardcover)
Pantea Keikhosrokiani
R8,162 Discovery Miles 81 620 Ships in 10 - 15 working days

The emergence of new technologies within the industrial revolution has transformed businesses to a new socio-digital era. In this new era, businesses are concerned with collecting data on customer needs, behaviors, and preferences for driving effective customer engagement and product development, as well as for crucial decision making. However, the ever-shifting behaviors of consumers provide many challenges for businesses to pinpoint the wants and needs of their audience. Consumer Behavior Change and Data Analytics in the Socio-Digital Era focuses on the concepts, theories, and analytical techniques to track consumer behavior change. It provides multidisciplinary research and practice focusing on social and behavioral analytics to track consumer behavior shifts and improve decision making among businesses. Covering topics such as consumer sentiment analysis, emotional intelligence, and online purchase decision making, this premier reference source is a timely resource for business executives, entrepreneurs, data analysts, marketers, advertisers, government officials, social media professionals, libraries, students and educators of higher education, researchers, and academicians.

Research Anthology on Strategies for Using Social Media as a Service and Tool in Business, VOL 4 (Hardcover): Information R... Research Anthology on Strategies for Using Social Media as a Service and Tool in Business, VOL 4 (Hardcover)
Information R Management Association
R14,520 Discovery Miles 145 200 Ships in 10 - 15 working days
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