"Social Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day call centres were born. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, inst…
Social Customer Service is new. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed. Customer appetite has promoted this form of interaction to the very…
Examines the quality movement from a holistic perspective that is unique. This book is suitable for students and for those interested in enhancing quality in their own organisations
The introductory section of Colquitt contains two chapters not found in the beginning of other books: 'Job Performance' and 'Organizational Commitment'. Why is this important? Being good at one's job and wanting to stay with one's employer are critical concerns for employees and…
This is Service Design Thinking introduces an inter-disciplinary approach to designing services. Service design is a bit of a buzzword these days and has gained a lot of interest from various fields. This book, assembled to describe and illustrate the emerging field of service d…
"Sell a hamburger. Run an airline. Build a website. No matter how simple or complicated your business is, there's one thing that determines if it's a success or not: the customer. THE PRACTITIONER'S GUIDE TO USER EXPERIENCE breaks down the essence of what it takes to meet a cust…
"Genuine, heartfelt devotion and loyalty from customers--yes, love--is what propels a select few companies ahead. Think about the products and companies that you really care about and how they make you feel. You do not merely like those products, you adore them. Consider your ow…
This book shares what author and CEO Brian de Haaff knows from a career of founding successful technology companies and building award-winning products. He reveals the secret to his own company's growth and the techniques needed to sustain customer love; a set of principles that…
