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Scoring Points is the compelling and dramatic inside story, told from a project point of view, of how the Tesco Clubcard was conceived, launched and developed. It explains in …
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation …
The Call Centre Training Handbook is a complete resource for providing learning, training and development within contact centres. Whether it is induction or periodic training, …
Business Models for Transforming Customer RelationshipsWhat if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous …
Pork dorks. Craftsters. American Girl fans. Despite their different tastes, these eclectic diehards have a lot in common: they're obsessed about a specific brand, product, or …
Net Worth explains how businesses can benefit by forming new partnerships with customers in matters of information capture and privacy. Consumers are losing patience with companies …
In Raving Patients, Dr. Len Tau, a practicing dentist in Philadelphia and online reputation specialist, shares simple tips and best practices to become visible and demonstrate …
Two of the major parallel challenges facing businesses today are how to adapt to the changes of fast-paced, fragmenting markets and how to grow a business whilst engaging in …
Learn how to navigate the bullies, manipulators and complainers who drive you mad. With example dialogue and techniques, it will help you navigate tricky situations and keep your …
In our changing consumer landscape, it’s not enough to produce an outstanding product or service. To grow valuable relationships with customers, organisations must successfully …