Presents guidance and tips for creating a satisfied and loyal customer by using the five steps of service from Apple.
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This title is based on first-hand interviews with professionals of all levels who have studied Apple, hundreds of hours observing the selling floor in Apple's retail space, and extensive research into the company's training programs.
Explains what makes the Apple retail experience so successful. This title details the principles and practices behind this total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service.
Explains what makes the Apple retail experience so successful. This title details the principles and practices behind this total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service.
Praise for THE APPLE EXPERIENCE "There are three pillars of enchantment: likability, trustworthiness, and quality. The Apple experience is the best modern-day example of all three pillars. Carmine's book will help you understand and implement the same kind of world-class experie…
"A/B testing is the simpleidea of showing seveal diferent versions of a web page to live traffic, and then measuring the effect each version has on visitors. using A/B testing, companies can improve the effectiveness of their marketing and user experience ansd, in doing so, can …
Economists generally accept as a given the old adage that there's no accounting for tastes. Gary Becker disagrees, and in this new collection he confronts the problem of preferences and values: how they are formed and how they affect our behavior. He observes, for example, that …
Economists generally accept as a given the old adage that there's no accounting for tastes. Gary Becker disagrees, and in this new collection he confronts the problem of preferences and values: how they are formed and how they affect our behavior. He observes, for example, that …
Economists generally accept as a given the old adage that there's no accounting for tastes. Gary Becker disagrees, and in this new collection he confronts the problem of preferences and values: how they are formed and how they affect our behavior. He observes, for example, that …
Focuses upon customer care in relation to human resource management issues and strategic planning. The text addresses the objective of customer loyalty and retention in relation to business success and how this can integrate a company's strategy.
Providing the insight and tools needed to improve the perception your customers have about the quality of your product or service, Your Customers' Perception of Quality: What It Means to Your Bottom Line and How to Control It introduces a ground-breaking model for measuring the …
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…
