"Authors Benjamin Schneider and Susan S. White cover the diverse conceptual and empirical approaches that characterize thinking and research on service quality, especially service delivery. The book introduces the concept of service and the important ways service production can …
This book destroys seven key myths about customer management that have gained almost folkloric status, and provides a step-by-step action plan for linking customer service with commercial goals.
"The Seven Myths of Customer Management is about developing customer focus. It is not about being 'nice' to customers; it is about creating a sustainable and profitable business. This book argues that far too much has been made of customer satisfaction and the primacy of the con…
"If you don't offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days where businesses could simply offer an 'OK' experience-and get away with it. In today's hypercompetitive environment, companies can no longer be ju…
An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations.
An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations.