Executives still refer to B2B and B2C business models, as though companies control demand by going to customers with products and services. In this book the authors show a new business model is emerging in which the customer directs the relationship. It is becoming a world of "M…
What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips-and can influence the purchase decisions and behaviors of millions of others. With this comes a sh…
What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips and can influence the purchase decisions and behaviors of millions of others.
What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips'and can influence the purchase decisions and behaviors of millions of others. With this comes a sh…
El mejor servicio es no prestar ningún servicio
Muchas empresas manejan el servicio al cliente exactamente al revés. Se obsesionan con generar complejas experiencias de servicio para sus clientes cuando su meta debería ser un servicio de atención al cliente nulo. Los gurúes del servicio al cliente Bill Price y David Jaffe exp…
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wr…
"Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a "relationship" with your company's customer service department, or do they simply w…