Exceptional Customer Service
Exceed Customer Expectations to Build Loyalty & Boost Profits
Lisa Ford & David McNair
This book is available for download with iBooks on your Mac or iOS device, and with iTunes on your computer. Books can be read with iBooks on your Mac or iOS device.
When the going's tough, companies that survive will be those that build the greatest loyaltyby exceeding expectations. Yet, too often, companies ignore their customers' needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback.
With new, updated examples from more than fifty companiesfrom Chik-Fil-A restaurants to the Ritz-Carlton hotel chain to online retailer Zappos.comthis book shows managers how to go from so-so service to amazing service.
In today's market, customer service is a key competitive advantage. This book shows you how to expand your customer base when the industry is shrinking, use new media to reach consumers, and make a lasting, great impression on customers.
When businesses are fighting to survive, creating a great experience for customers isnit just importantit's essential.