Most people fail to see the correlation between "business" and "brains." For Yitzchok Saftlas, master of marketing, it seems readily transparent. During our challenging economic times, when people desperately seek to recharge themselves on various planes, Saftlas presents us with So, What's the Bottom Line? taken from his real-life experiences and knowledge from a two and a half decade career as founder and president of his own marketing consulting company, Bottom Line Marketing Group. Perfect for executives, entrepreneurs, salespeople, and marketers in the corporate and nonprofit spheres, So, What's the Bottom Line? teaches key business fundamentals, such as creative marketing initiatives, effective communication, customer retention, and strategic planning and execution. The stories, examples, and practical insight demonstrate the principles and practices leading to winning results and how to think like a savvy individual prepared for success. Ideas such as how you gain by thanking your customers and making your clients' priorities yours may seem basic. Others, such as learning from Rufus the Dog or gaining insight into the value of performing market research and demographic studies from your local dry cleaners, may not be as obvious. Wise and to the point, each of the 76 short and motivational chapters includes a concise action step, providing a clear direction of how to succeed. Prepare to be enthralled as you uncover Saftlas's acumen derived from his exposure to extraordinary people, events, and institutions. It will shed an often unseen human light on the field of marketing. Gain experience-based tactics, common-sense ideas, and principles to grow your bottom line.

The international conference "Sustainable Collaboration in Business, Technology, Information and Innovation (SCBTII) 2019" has brought together academics, professionals, entrepreneurs, researchers, learners, and other related groups from around the world who have a special interest in theories and practices in the development of the field of digital economy for global competitiveness. Considering that, at present, technology and industry 4.0 are still a leading trend and offer great opportunities for global businesses, the rise of industry 4.0 makes competition in the business world more attractive, yet fierce. Opportunities and challenges for business development in industry 4.0 are becoming firm and it also provides businesses the possibility to compete globally. Companies that desire to enter this global competition should pay attention to customer benefits and business fairness in order to achieve sustainability in this digital economy. This proceedings volume contains selected papers from this conference and presents opportunities to communicate and exchange new ideas and experiences. Moreover, the conference provided opportunities, both for the presenters and the participants, to establish research relations, and find global partners for future collaboration.

Develop standard-setting customer service!

Based on the best-selling book Fabled Service by Betsy Sanders!

This program will help you develop exceptional customer service that puts your organization above your competition. Inspiring Fabled Service helps you assess your needs and select activities to improve weak areas in your current customer service.

Teach others vital customer service skills, such as how to:
* Positively represent the organization
* Satisfy customers so they will buy the product or service
* Encourage customers to return
* Understand what motivates people and initiates action
* Solve problems immediately and effectively... and more!

Simply written, this program includes all necessary materials to create results-oriented, customized customer service training. A Trainer's Guide includes specific direction for administering the Customer Service Survey, which assesses individual strengths and weaknesses in three learning areas: understanding him or herself and others; planning for results; and product/service knowledge. The Guide also includes 12 prepared activities that correspond with the three learning areas. Using results from the survey, you choose activities that will help your group improve in its weaker areas. Each activity specifies goals, materials needed, time required, physical setting, and process (including questions to help you review what was learned and help people understand what can be applied to every day situations).

You will need to order a Participant Workbook for each person involved in the training. The Workbook includes a copy of the survey and participant materials for each activity.

Create great service that gets customers talking!

* Uniquely focuses on achieving customer satisfaction with the hotel and event industries, giving step-by-step practical guidance. * Integration of case studies, author voice boxes, and example forms and documents for the standardization of procedures key to achieving customer satisfaction, informed by extensive professional experience of both authors put into the context of existing theoretical frameworks. * Inclusion of underexplored areas such as employee empowerment, customer delight, over-promising, cultural implications and contractual issues in customer satisfaction.

"Using Information to Develop a Culture of Customer Centricity" sets the stage for understanding the holistic marriage of information, socialization, and process change necessary for transitioning an organization to customer centricity. The book begins with an overview list of 8-10 precepts associated with a business-focused view of the knowledge necessary for developing customer-oriented business processes that lead to excellent customer experiences resulting in increased revenues. Each chapter delves into each precept in more detail.

In this book the author brings together distinctive and cutting edge work based upon her own research and work with leading companies in the overlapping areas of strategy, marketing and innovation to provide a new and dynamic model to implement customer focus in enterprises. In an environment of falling margins the model shows how to increase value to customers and improve business results.

In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies for implementation. As predicted the customer experience has become the next competitive battleground. The current book will explore the subject in more depth with new research and best practice and show companies and organizations how to identify where they are and how to revolutionize their customer experience.

The fulfillment machine is the delivery side infrastructure of an online business, it is the physical and digital innovations which make it possible to immediately deliver customer orders. Customers want to order everything, while sitting on their couch and they want immediate fulfillment. Fast fulfillment is happening, and everyone knows that, but most are scared of it. Many experts describe the wonders of online retail, but none explains what fast fulfillment is or propose a solution to building a fast fulfillment machine. Managers are frustrated just reading about how great Amazon is, and how startups are innovating fantastic technology driven processes. Here is the book, written in a simple easy to read style which unravels the technical mystery of the fulfillment machine. It levels the knowledge field, reveals the secrets of fast fulfillment, and helps the reader construct a plan to innovate and be ready to face the disruptors. What is happening in retail is contagious across industries, there are no wide moats. Managers and engineers are rushing to redesign their supply chains into fast fulfillment machines. This book provides insights and process details of how to design and build disruptive innovations, so that you are not flying blind or just throwing darts in an effort to pivot/expand to the online order fulfillment world. The book does not story-tell the fast fulfillment machine, it is informative and instructive.

Bringing together theoretical and empirical studies from the Journal of Information Technology, this book provides a definitive guide to research discovered on the growing global sourcing phenomenon. Paying particular attention to Information Technology Outsourcing (ITO) and Business Process Outsourcing (BPO), theoretical chapters explore insightful ways of thinking about the different facets of outsourcing, and provide useful information to practitioners and researchers. Empirical chapters report the findings of 405 major research studies into the risks and successes of relationships between customer and vendor, the development of trust in these relationships, the factors affecting locations for offshoring, and specialized offshoring organizations such as captive centres. In this comprehensive study, the editors present an expert review of the historical development of this field, and offer analysis of emerging findings and practices for the future.

A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers lives. Jeanne Bliss fearlessly shares her tools and leadership recipe cards for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).

"The Call Centre Training Handbook" is a complete resource for providing learning, training and development within contact centers. Whether for induction or for periodic training, those who train staff will find it a valuable resource. It also offers call center managers and trainers information with which to benchmark training and identifies best practice in learning and development.

The book addresses the key areas of training call center staff including: quality of customer service, dealing with difficult customers, outsourcing and offshore training, and measuring and evaluating performance. International case studies provide the reader with practical examples of real-life training, while sample exercises and models supply the tools to deliver effective learning.

Retail supply chain consists of multiple segments from sales to distribution to finance. Retail manufacturers rely on a complicated web of suppliers. Customer demand and market competition today requires extreme efficiency from end to end. This book offers the retail supply chain executive with the tools needed for full strategic advantage. The new edition gives special attention to recent challenges, such as vast technological change, higher levels of customer personalization, and more global supply chains.

This book investigates intercultural service encounters (ICSEs) in light of the rapidly globalizing world economy, examining the extant literature on the topic and identifying areas which require further exploration. With a focus on intercultural communication and competence, the author analyses diverse conceptual frameworks, providing theoretical models and practical initiatives for those working within the services marketing industry. An excellent resource for anyone interested in how culture shapes customer and employee expectations and perceptions, this book addresses the potential implications and limitations of future models.

The ultimate guide to transforming your customer service, company culture, and customer experience, endorsed by all the top names in the field. Great customer service may be today's most essential competitive advantage. This book gives a step-by-step plan to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational and hilarious tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries. In Ignore Your Customers (and They'll Go Away), you will find: Exclusive customer service secrets and proven turnaround methodologies showing you how to perform effective and lasting customer service transformation within your company. A dive into one of the hottest topics in business today: company culture, specifically how to build and sustain a customer-centric company culture. Case studies and anecdotes from the great customer-centric companies of our time. Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize your memory retention and make every insight actionable. Drawing on a wealth of stories assembled from today's most innovative and successful companies including Amazon, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more, Solomon reveals what it takes to turn an average customer interaction into one that drives customer engagement and lifelong loyalty.

This readable and concise research-based book discusses seven simple rules that will help businesses and individuals improve their customer satisfaction and workplace environments - and make the world a little better and more pleasant. An author team with extensive cross-sector experience provides a foundation that will help improve customer service no matter the type of organization or situation, allowing customization according to industry standards and expectations. Although the basic steps are simple - going all the way back to preschool and kindergarten - they can have a significant positive impact on customer service and on basic human interaction. If an employee follows these simple steps, not only will relationships with customers improve, but so will relationships with co-workers, increasing overall organizational satisfaction. Readers who adopt the principles in this book may find that their personal relationships improve as well. The primary audience of this work includes any business that desires to improve customer service. However, anyone who works with people will appreciate the conversational tone and specific illustrative examples in this clear and immediately actionable book.

This readable and concise research-based book discusses seven simple rules that will help businesses and individuals improve their customer satisfaction and workplace environments - and make the world a little better and more pleasant. An author team with extensive cross-sector experience provides a foundation that will help improve customer service no matter the type of organization or situation, allowing customization according to industry standards and expectations. Although the basic steps are simple - going all the way back to preschool and kindergarten - they can have a significant positive impact on customer service and on basic human interaction. If an employee follows these simple steps, not only will relationships with customers improve, but so will relationships with co-workers, increasing overall organizational satisfaction. Readers who adopt the principles in this book may find that their personal relationships improve as well. The primary audience of this work includes any business that desires to improve customer service. However, anyone who works with people will appreciate the conversational tone and specific illustrative examples in this clear and immediately actionable book.

Digitalization is the greatest change project that we have ever known, and data is circulating in unimaginable quantities and at unimaginable speed. In this book, the author urges managers and business leaders to embrace this constant state of change in cooperation with their team. He addresses how corporate culture and hierarchies have to change to adapt to new digital workspaces and value chains. These changes also include questions about the use and storage of data, customer relations and international teamwork. The book is especially geared towards managers in manufacturing industries and companies.

Praise for "How to Deal with Difficult Customers"

"The application of the ten key strategies in this book will help every sales professional learn how to deal with the truly difficult and how to avoid creating unnecessary difficulties. It's written with the same wit, humor, and inspiration that have made Anderson's prior books so effective."
--Margaret Callihan, President, Chairman, and CEO, SunTrust Bank, Florida

"Anderson knocks another one out of the park with "How to Deal with Difficult Customers"! The problem is real; Anderson's solutions make sense and, as always, he makes you laugh in the process."
--Mike Roscoe, Editor in Chief, "Dealer Magazine"

"I could not put this book down. It's a salesperson's bible, offering clear and concise how-to advice. If you're in the selling profession and want to sell more, you should read this book . . . twice."
--Warren Lada, Senior Vice President, Saga Communications

"An individual executing the ideas within this book will change their own life and their organization. No one has the gift like Anderson to articulate the importance character plays in maximizing potential."
--Mike Tomberlin, CEO, The Tomberlin Group

"Throw out all your other sales manuals. Anderson's new book will change the way you look at customers, the way your salespeople look at themselves, and, quite frankly, the way you look at the sales process."
--Dan Janal, President, PRleads.com

"What are you waiting for? We all have difficult customers. If you're tired of leaving money on the table because you can't handle them, read this book. If your good customers are turning into difficult customers, read this book. If you want to deliverresults year-in and year-out, read, re-read, and apply the lessons of this book."
--Randy Pennington, author, "Results Rule!"

Today more and more businesses seek to get closer to their customers. While many books urge a customer focus, few offer much in the way of specific advice. This book emphasizes the importance of sending cross-functional teams to visit customers at their workplace and explains how this approach can assist new product development and the improvement of customer satisfaction. Drawing on best practices found at leading technology firms, Customer Visits, Second Edition offers a complete guide to all aspects of planning and executing a program of customer visits. A wealth of specific advice is offered on topics such as the right and wrong kinds of objective, how many customers to visit, how to prepare a discussion guide, how to coordinate visits with the sales force, how to build rapport, effective and ineffective questions to ask customers, and traps and pitfalls in the analysis of data from visit programs. The author?'s years of experience teaching seminars for leading firms insure that the advice offered in this book is practical and actionable. Managers and engineers engaged in new product development will discover a wealth of suggestions for finding out what customers really want. Executives will discover a practical and cost-effective approach to motivating employees to focus on customer satisfaction. New in the second edition: + Expanded coverage of ad hoc visits + More examples of good and bad procedures + Expanded section on how to analyze visit data + Expanded coverage of questions to ask customers + Better integration with other market research tools

Consumers' beliefs and attitudes towards online sales significantly influence buying behavior on the internet. However, the impact of these thoughts and beliefs on the decision to make an online purchase is not direct. It can be moderated by the emotions experienced while browsing an e-commerce website. Impulse buying in particular is influenced by a number of factors, for example how stimulating the e-shopping platform is, and how easy it is to click on the cart a certain product, for instance a smartphone. But what happens after an online impulse buy is made? Often the customer can regret the purchase and in the throes of anxiety, look for reasons to justify the choices made. Consumer behaviour scholars and pyschologists call this phenomenon cognitive dissonance, and certain individuals are more sensitive than others in developing this than others. This book offers a deep investigation around online impulse buying and subsequent cognitive dissonance. Specifically, the authors present a research case study of a group of millenials who are shopping for smartphones to study whether an initial positive state can reduce the onset of cognitive dissonance in consumers. Based on substantial research and a sample of 212 impulsive millennial buyers, the book provides a comprehensive, but simple and synthetic framework of impulse buying, cognitive dissonance and positive affect state, highlighting their relationships.

Based on interviews with fifteen top financial advisors, each doing several million dollars' worth of business every year, this priceless tool contains universal principles to guide both veteran and new financial professionals to immediate success. The Million-Dollar Financial Advisor distills these success principles into thirteen distinct step-by-step lessons that teach readers how to build and focus on client relationships, have a top advisor mindset, develop a long-term approach, and much more. The book also features two complete case studies, featuring a "best of the best" advisor whose incredible success showcases the power of all the book's principles working together in concert, and an account of a remarkable and inspiring career turn around that demonstrates it's never too late to reinvent yourself. Brimming with practical advice from author David J. Mullen and expert insights from his interview subjects, The Million-Dollar Financial Advisor equips any financial advisor to succeed-- regardless of market conditions.

Today, consumers have more choice than ever before. It's no longer enough to simply provide a service - companies who want to stay in business must also provide impeccable service with such consistency, integrity and creativity that people who experience it will not only keep coming back for more, but recommend your business to their friends, families, and colleagues. The Customer Rules is entirely focused on one ultimate goal: to help you, no matter what your position or job title, secure the most revenue-boosting asset you could wish for: a reputation for excellent service. Lee Cockerell, former Executive Vice President of Operations at Disney World - a company which has redefined what a business can do for their customers - shows you how: from why you should 'Never say no - except No Problem' to asking yourself 'What Would Mum Do?'. His 39 easy-to-follow rules apply to any industry and any company, large, small, public, private, online or High Street. The principles revealed in this book, tried and tested in one of the world's happiest environments, can give you everything you need to truly connect with your customers.

Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.

For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles. The market-leader, Customer Service: A Practical Approach, Sixth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships

Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well.