Discover the hidden ways to raise your organizations' customer service experiences from ordinary to extraordinary. If you want to know how strong your company's customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee's highest priority, because when it's not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as: Expressing genuine interest Offering sincere compliments Sharing unique knowledge Conveying authentic enthusiasm Providing pleasant surprises Delivering service heroics when needed Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn't you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.

Today's customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the best-selling "Knock Your Socks Off Service(R)" series, "101 Activities for Delivering Knock Your Socks Off Service" provides readers with the practical tools and cost-effective training required to help meet their customers' needs. Taking the unique position of seeing things from the customer's perspective, this collection of fun and enlightening exercises teaches customer service managers and employees valuable ways to help their organizations provide world-class service, and helps them create an action plan for improvement. Written in the same accessible and humorous style that made "Delivering Knock Your Socks Off Service" so popular, this companion guide covers such topics as: - how to say no - empathy vs. sympathy - service recovery - listening - email - telephone skills - customers from hell - winning words and soothing phrases - anticipating customer needs - building reliability - customer feedback - keeping a stress log - and more These simple but effective activities take only minutes, but deliver truly powerful, lasting results.

Dieses Buch beleuchtet den kontinuierlichen Change der disruptiven Digitalisierung umfassend. Damit Unternehmen dieser Herausforderung eines Transformationsprozesses gerecht werden koennen, bedarf es eines ganzheitlichen Umdenkens hin zu einem agilen, innovativen Handeln und Fuhren. Ferner ist eine unternehmensseitig erfolgreiche Integration in ein digitales OEkosystem unabdingbar. Renommierte Autoren aus Wissenschaft und Praxis bieten in diesem Buch aktuelle Handlungsempfehlungen, wie Sie die Disruption gestalten und von ihr profitieren koennen. Der Inhalt * Digital Leadership wer fuhrt, verfuhrt * Digital Mindset erst wenn die Synapsen digital sind, erfolgt ein Neudenken * Digital Strategy zuruck zu den Tugenden des strategischen Wettbewerbsvorteils * Digital Ecosystem - mehr als die Summe seiner Teile

Dieser Band widmet sich Themen zum Customer Experience Management und bietet anhand von Best-Practice-Beispielen unterschiedlichster Branchen, Fallstudien und empirischen Untersuchungen einen umfassenden UEberblick. Im Zeitalter des Kunden werden auf Dauer nur die Unternehmen erfolgreich sein, die ihren Kunden aussergewoehnliche Erlebnisse und einen uberlegenen Nutzen bieten. Hierbei ist es wichtig, das Verhalten und die Erwartungen von Kunden so gut wie moeglich zu verstehen und entlang von Customer Journeys und Touchpoints zu gestalten. Die Beitrage zeigen Ansatze, Hintergrunde und Konzepte, wie Unternehmen das Customer Expericence Management effektiv einsetzen koennen.

Andreas Weber vermittelt Unternehmern und Managern die uberlebenswichtige Facette der Digitalisierung mithilfe eines selbst entwickelten Modells. In dessen Mittelpunkt steht der Mensch: der Kunde im Fokus einer veranderten Wertschoepfungskette, die Mitarbeiter mit Ihrem Engagement, ihrer Kreativitat und Wandlungsfahigkeit und last not least die Fuhrungskrafte als deren Vorbilder und Befahiger sowie als strategische Pioniere. Daten sind der Treibstoff, ihre Integration ist das Geschaft. Nur eine kundenzentrierte Supply Chain ermoeglicht unternehmerisches Wachstum und garantiert den unternehmerischen Fortbestand. Ansprechende Grafiken erlautern die eingangige Darstellung Schritt fur Schritt. Sie eroeffnet dem Leser den Ausblick auf die kommenden funf Jahre, in denen sich entscheidet, wer am Markt uberlebt. Das Buch ist Weckruf und Ansporn, endlich digital zu handeln, um den Unternehmenserfolg zu sichern und zu steigern.

Dieser Sammelband stellt innovative Methoden, Konzepte und Werkzeuge zur Transformation klassischer Dienstleistungen zu sogenannten "Smart Services" vor. Durch Digitalisierung, Individualisierung und Kundenzentrierung entstehen flexible und zukunftsweisende Modelle, die branchenubergreifend als Schlussel zu erfolgreichen Dienstleistungsinnovationen zu nutzen sind. Zahlreiche Beispiele verdeutlichen die Leistungsfahigkeit und die praktische Umsetzbarkeit der Smart Services als wesentliche Komponente neuer Geschaftsmodelle.

"I highly recommend reading this book " -Tony Hsieh, CEO, Zappos.com

Lots of businesses are respected, but only an elite few have passionate, loyal, vocal fans. The kind of customers who not only come back time and time again, but rave to friends, family, and even strangers. The kind who can drive explosive growth via e-mail, blogs, Facebook, and Twitter. Jeanne Bliss is an expert on what it takes to earn that kind of customer.

Bliss has studied and worked with many beloved companies, from longtime successes like Wegmans and Harley-Davidson to relatively new companies like Zappos and The Container Store. They all make the same five fundamental choices. Their reward: an army of fans who say things like, "I'd marry them if I could," and "I love you more than my dog "

This is the most authoritative and complete guide to planning, implementing, measuring, and optimizing world-class supply chain order fulfillment and customer service processes. Straight from the Council of Supply Chain Management Professionals (CSCMP), it brings together up-to-the-minute knowledge and best practices for all facets of order fulfillment and customer service process management, from initial customer inquiry through post sales service and support. CSCMP and contributor Stanley Fawcett introduce crucial concepts ranging from customer order cycles to available-to-promise and supply chain RFID to global order capture networks. The Definitive Guide to Order Fulfillment and Customer Service imparts a deep understanding of each crucial process, helping readers optimize your most important customer contacts.Coverage includes: * Basic concepts of order fulfillment and customer service, and their essential roles in meeting customer expectations * Key elements and processes in order fulfillment and customer service, and interactions amongst them * Principles and strategies for establishing efficient, effective, and sustainable order fulfillment and customer service processes * The critical role of technology in managing order fulfillment and customer service processes * Requirements and challenges of global order fulfillment and customer service processes * Best practices for assessing the performance of order fulfillment and customer service processes using standard metrics and frameworks For all supply chain and operations managers, students, and other business professionals and decision-makers who are concerned with order fulfillment or customer service.

Songwriter Dave Carroll wasn't the first person abused by an airline's customer service. But he was the first to show how one person, armed with creativity, some friends, $150 and the Internet, could turn an entire industry upside down. United Airlines had broken Dave's guitar after his luggage had been checked on one fateful day. After eight months of pestering the airline for compensation, Dave turned to his best tool - songwriting - and vowed to create a YouTube video about the incident that he hoped would garner a million views in one year. Four days after launching, the first million people had watched 'United Breaks Guitars'. United stock went down 10 percent, shedding $180 million in value; and Dave appeared on television to tell his story. United relented. And throughout the business world, people began to realise that 'efficient' but inhuman customer-service policies had an unseen cost - brand destruction by frustrated, creative and socially connected customers. United Breaks Guitars has become a textbook example of the new relationship between companies and their customers, and has demonstrated the power of one voice in the age of social media. It has become a benchmark in the customer-service and music industries, as well as branding and social media circles. Today, more than 150 million people are familiar with this story. In this fascinating book, Dave will tell you how he developed the 'just do it' philosophy that made him the ideal man to take on a big company, what it felt like to be in the center of the media frenzy, and how he's taken his talents and become a sought-after songwriter and public speaker. And businesspeople will also learn how companies should change their policies and address social-media uprisings. Since Dave's story came to light, nothing has been the same - for consumers, musicians or business. Whether you are a guitarist, a baggage handler or a boardroom executive, this book will entertain you and remind you that we are all connected... that each of us matters, and that we all have a voice worth hearing.