. .
Whether you run your own company or work for a large
corporation, establishing customer loyalty is a prerequisite for
business growth. In "The Customer Rules," C. Britt Beemer, a
leading consumer research and marketing consultant, and bestselling
business author Robert Shook offer practical advice on how to build
a robust company culture based on the concept of unsurpassed
customer-service designed to increase your market share. . .
A combination of extensive market research unprecedented in
scope, as well as close studies of fourteen companies that excel in
the area of customer service, "The Customer Rules" distills
profitable lessons on how to achieve strong customer loyalty.
Referencing specific research findings, Beemer and Shook examine
the obstacles that too often distract a company's focus from its
most important task--providing preeminent service and creating a
unique customer experience. The authors then supply fourteen
workable solutions to ensure the return of customers time and time
again, including: . . Instill the importance of customer service in
every employee. Use a small-town approach to meeting customers'
needs no matter how big your company is. Develop a unique identity
your customers will seek out. Maintain a focus on the customer
before, during, and after the sale. .
Success in retail, service, manufacturing, or any other business
always boils down to the customer experience. Beemer and Shook use
in-depth interviews with high-level managers from such companies as
Chubb, NetJets, Edward Jones, Lexus, Johnson And Johnson, and Four
Seasons Hotels to illustrate the best ways for creating exceptional
customer service. "The Customer Rules" gives you thetools you'll
need to become the undisputed leader in your industry..
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