Exceptional Customer Service Exceed Customer Expectations to Build Loyalty and Boost Profits

ISBN-10: 1605500380
ISBN-13: 9781605500386
Edition: 2nd 2009 (Revised)
List price: $16.99
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Description: When the going’s tough, companies that survive will be those that build the greatest loyalty—by exceeding expectations. Yet, too often, companies ignore their customers’ needs and wants. Today, industries like airlines, retail businesses, and  More...

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Book details

List price: $16.99
Edition: 2nd
Copyright year: 2009
Publisher: Adams Media Corporation
Publication date: 9/18/2009
Binding: Paperback
Pages: 224
Size: 5.50" wide x 8.25" long x 0.75" tall
Weight: 0.440
Language: English

When the going’s tough, companies that survive will be those that build the greatest loyalty—by exceeding expectations. Yet, too often, companies ignore their customers’ needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback.With new, updated examples from more than fifty companies?from Chik-Fil-A restaurants to the Ritz-Carlton hotel chain to online retailer Zappos.com?this book shows managers how to go from so-so service toamazingservice.In today’s market, customer service is a key competitive advantage. This book shows you how to expand your customer base when the industry is shrinking, use new media to reach consumers, and make a lasting, great impression on customers.When businesses are fighting to survive, creating a great experience for customers isn’t just important—it’sessential.

Lisa Ford is Lecturer in History at the University of New South Wales.

Tony Hsieh became involved with Zappos as an advisor and investor in 1999, about two months after the company was founded. He eventually joined Zappos full time in 2000. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer service.

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