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e-Book The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World download

e-Book The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World download

by C. Britt Beemer

ISBN: 0071603654
ISBN13: 978-0071603652
Language: English
Publisher: McGraw-Hill Education; 1 edition (October 1, 2008)
Pages: 352
Category: Management and Leadership
Subategory: Work and Money

ePub size: 1178 kb
Fb2 size: 1713 kb
DJVU size: 1149 kb
Rating: 4.5
Votes: 324
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Also, some services may be unstable (for example, Online reader, File Conversion). Thanks for your understanding! Progress: 7. 3% restored The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World. ritt Beemer, Robert L. Shook.

Britt Beemer, Robert L. Скачать (pdf, . 2 Mb).

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Beemer C. Britt (EN). Whether you run your own company or work for a large corporation, establishing customer loyalty is a prerequisite for business growth.

Each chapter of this guide is devoted to one of the 14 traits of great service providers.

Britt Beemer and Robert L. Shook explain in this book that companies which deliver great service to their consumers exhibit common qualities. For example, firms that tackle customer service as a collective imperative tend to outperform their competitors who consider it just a departmental activity. Emphasizing client support in training programs, not just in written policies, is another way to develop a solid base of returning customers. Each chapter of this guide is devoted to one of the 14 traits of great service providers.

Beemer and Shook use in-depth interviews with high-level managers from such companies as Chubb, NetJets, Edward Jones, Lexus, Johnson & Johnson, and Four Seasons Hotels to illustrate the best ways for creating exceptional customer service.

By C. Britt Beemer and Robert L. Shook, McGraw-Hill Companies, 2008, 332 .

Beemer reports that four out of 10 working Americans report that neither they nor their coworkers' jobs have anything to do with customers. OCR: Quality: ISBN13: Uploader: Gustavi.

Techniques that keep customers coming back-from 14 of today's top companies. Shook, Robert . 1938- author. Beemer, C. Britt author. The customer rules : the 14 indispensible, irrefutable, and indisputable qualities of the greatest companies in the world, C. Britt Beemer, Robert L.

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 & Johnson, and Four Seasons Hotels to illustrate the best ways for creating exceptional customer service. The Customer Rules gives you the tools you'll need to become the undisputed leader in your industry.

Comments:
Bine
Great book

Cerekelv
C. Britt Beemer and Robert L. Shook explain in this book that companies which deliver great service to their consumers exhibit common qualities. For example, firms that tackle customer service as a collective imperative tend to outperform their competitors who consider it just a departmental activity. Emphasizing client support in training programs, not just in written policies, is another way to develop a solid base of returning customers. Each chapter of this guide is devoted to one of the 14 traits of great service providers. The authors drew from $300,000 of consumer research conducted exclusively for this project and enriched their findings by including many case studies of U.S. enterprises. getAbstract recommends this manual to readers who want to adopt the mutual practices of top client-service firms in order to build their own clienteles.

Vudogal
I am a fan of Robert Shook and I always find his books insightful and informative. This book is no exception and I congratulate him and his co-author Britt Beemer on a well researched and thoughtful presentation on how to win customer loyalty. In these difficult economic times, THE CUSTOMER RULES offers invaluable advice on how to win market share. At the end of the day, those companies that follow the principles that Shook and Beemer advise will survive and thrive. Those companies that do not will fall by the wayside.

Binar
I always thought that my customers received outstanding customer service, but Beemer and Shook described in detail levels of customer service that go beyond "outstanding." The Customer Rules was a fun, fast read, that gave actual experiences from corporations that I already admired. Now I understand what makes them special. I hope that Beemer and Shook do a sequel.

Bernie Bornstein

Tamesya
The Customer Rules is an informative, entertaining and critical look at the methods by which the best companies attract, keep and please their customers. The sucessful strategies are illustrated by anecdotal accounts which make them come alive. There's a lot here to be learned - especially in today's increasingly competitive markets.

Llallayue
I was intrigued by the title of this book, since I am a small business owner. I figured it might have some interesting insights to help me navigate through today's unstable economy, but I cannot believe the wealth of information that is in this gem of a book! I highly recommend it to everyone who wants their business to succeed! You will really be inspired as to get and keep valued customers. The timing could not be better for a book like this.

Qwne
This book is as good as "Good to Great" but focuses exclusively on customer service. The research and insights behind this book is incredible. I bought a copy for each of my employees.

This book has changed the way I perceive all of my customers. A very well written book with great ideas and concepts related to the customer.

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