Exceptional Customer Service: Exceed Customer Expectations to Build Loyalty and Boost Profits

Exceptional Customer Service: Exceed Customer Expectations to Build Loyalty and Boost Profits


By (author) Lisa Ford, By (author) David McNair, By (author) William Perry, Foreword by Tony Hsieh

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  • Publisher: Adams Media Corporation
  • Format: Paperback | 224 pages
  • Dimensions: 138mm x 212mm x 18mm | 222g
  • Publication date: 20 November 2009
  • Publication City/Country: Holbrook, MA
  • ISBN 10: 1605500380
  • ISBN 13: 9781605500386
  • Edition: 2, Revised
  • Edition statement: 2nd Revised edition
  • Sales rank: 572,357

Product description

When the going's tough, companies that survive will be those that build the greatest loyalty-by 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 companies-from Chik-Fil-A restaurants to the Ritz-Carlton hotel chain to online retailer Zappos.com-this 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 important-it's essential.

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Author information

Lisa Ford, CSP, CPAE, is a speaker with over 20 years of experience presenting to businesses, associations and government. David McNair brings over 25 years of experience in the fields of Organisational and Leadership Development. Bill Perry has enjoyed a distinguished career as a writer and author, college professor, consultant, public speaker, and seminar leader.