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Jackie Maaske From the Other Side Of The Counter


A veteran airline customer service agent relates the crazy and often hilarious experiences of working in the frustrating world of air travel. From the other side of the counter takes you through real life experiences as an airline employee. From the start of your trip until you arrive at your destination you will find these stories humorous and all true. Can people really say and do these crazy things? Do people really deposit their brains when they enter the airport? Usually you have to pay for entertainment, my job pays me to be entertained!

1552 RUR

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David L. Childers Retail. The Other Side of the Counter


Most people who have only been on the customer side of the retail counter have no idea what sales clerks and others in retail go through on a daily basis. But they should. After all, it's hard to be empathetic when you have never walked the walk. In Retail: The Other Side of the Counter, author David Childers gives every customer this opportunity. Reflecting on his many decades spent in the retail industry, he shows through humorous examples that most retail workers are hard working individuals, not servants for customers to belittle. By pointing out humorous and outrageous examples from his own experiences, Childers hopes that you, the customer, will take a kinder eye towards the person serving you. For the retail or service employee, he hopes to put a smile on your face, and get a nod of approval when you say, "Oh yeah. I've been there."

1327 RUR

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Kelly McDonald Crafting the Customer Experience For People Not Like You. How to Delight and Engage Customers Your Competitors Don't Understand


Deliver a better business experience, for every kind of customer A «one-size fits all» approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes Includes onsumer insights that will help business leaders deliver a better business experience with every customer You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.

1567.56 RUR

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Jeanne Bliss Chief Customer Officer 2.0. How to Build Your Customer-Driven Growth Engine


A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).

1759.2 RUR

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Jeb Blount People Love You. The Real Secret to Delivering Legendary Customer Experiences


What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a massive impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience – something they remember. When they have a negative experience, they tend to vote with their feet (and their wallets) and head straight to your competitors. When customers have positive emotional experiences, it anchors them to your brand, your product or service, and ultimately to you. In the twenty-first century, competitive advantages derived from unique products are services are short-lived because competitors are able to quickly and easily duplicate or match your offering. Likewise a focus on customer satisfaction and loyalty will no longer give you the competitive edge. Delivering a legendary customer experience has emerged as the single most important competitive advantage for companies across all industries. In People Love You you’ll learn the real secrets of customer experience including: 7 Essential Principles of Customer Engagement 5 Levers for Creating a Legendary Customer Experience The Secret to Bridging the Experience Gap How to Leverage the Pull Strategy to become a Trusted Advisor 2 Most Important Rules for Dealing with Pissed-off Customers In a hypercompetitive, global marketplace protecting your company’s customer base, the lifeblood of your business, must become your number one priority. The rubber hits the road with account managers, project managers, sales professionals, and customer service professionals—the people most connected to customers—who are on the frontlines of customer experience. They build unique and enduring emotional connections with customers that creating long-term revenue and profit streams. In People Love You, human relationship guru, Jeb Blount, gives you a powerful playbook for interacting with customers in a way that creates deep, enduring, visceral connections that withstand relentless economic and competitive assaults.

1379.07 RUR

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Mario Martinez, Bob Hobbi Building a Customer Service Culture. The Seven Serviceelements of Success (PB)


The tenets of excellent customer service are central to any organization thatcreates or delivers products or services In fact, excellent customer service is abigger differentiator today than it was twenty years ago. Customers are hungryfor good service; they are hungry to establish long-term relationships with thosewho provide not only a one-time solution but serve as a long-term resource.There is a problem, however. Organizations and the people who work withinthem have difficulty implementing the principles of customer service. The vastmajority of books and training materials on customer service teach the concepts,but do not provide the tools to implement them. In Building a Customer ServiceCulture, we take you on an enjoyable journey where you will learn about thefoundational principles of customer service and acquire the tools to implement those principles. Theseapplication tools will help make you more successful in your job and simultaneously contribute to an enhancedservice culture in your organization. In the pages that follow, we blend classic knowledge with new informationto create valuable insights about how to make customer service a sustainable competitive advantage in your joband for your organization.

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Стелька Custom Multi Slim подходит для использования в узкой обуви. Полностью формуемая стелька под Вашу ногу по технологии Custom. Размеры: ...

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Sidas Custom Run Insoles новый вариант… ... Custom Multi Slim Insoles – стельки для спортивной обуви с плотной посадкой, малым объёмом (шиповок, ...

Custom Multi Slim Sidas : Semelles / lacets / housses : Snowleader

Semelles / lacets / housses Custom Multi Slim de marque Sidas en vente sur Snowleader (The reblochon company). Sidas : Semelle Multi-Sport Sidas Custom ...

Cheerway customer counter people visitor. Стельки Multi - Sidas

Линия Multi идеально подходит для Ваших ног обеспечивая идеальную ... Стелька Custom Multi Slim подходит для использования в узкой обуви.

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Sidas Custom Multi Slim-pohjallisessa on iskunvaimennus kantapäässä ja se tarjoaa ainutlaatuisen vakauden. Siinä on... ( EUR 49,95 )

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Стельки Sidas Custom Multi. Стельки Sidas в Спорт-Марафон - магазин в Москве, работаем с 10 до 24, интернет-магазин с доставкой по России.

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15 мая 2015 г. - Были изготовлены кастомные стабилизированные стельки на базе Sidas Custom Multi; Для дополнительной фиксации голеностопов ...

Sidas Custom Multi TX od 1 750 Kč - Heureka.cz

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Custom Multi Slim Sidas : Semelles / lacets / housses : Snowleader

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Cary Cavitt Service Starts with a Smile


Customer service expert Cary Cavitt shares 69 ways to bring customers back time and again. Having personally served over 100,000 customers in the last 30 years, Cary is well aware of what it takes to attract and create customer loyalty. It really comes down to treating others the way that we would like to be treated. The tips are simple reminders of the importance of showing each customer kindness and respect. Each thought has stood the test of time and will continue to work for any type of organization that is looking to improve on customer service and gain repeat customers. A few testomonials... "Mr. Cavitt has an impeccable sense of customer service." ..."Cary's customer service skills are outstanding." ..."Cary is one of the most gifted people that I have met and known, especially equipped to consult with organizations in the whole area of customer service, customer retention, and customer loyalty."

1702 RUR

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Jonathan Albin Counter Measures


The second book in the Game Changer Challenge series by Jonathan Albin, the Game Market Guru, "Counter Measures" provides insight into the embattled business of brick and mortar retail. Dedicated to his passion, the Game Market Guru gets people playing games, and in this volume offers tips, tools, and techniques to propel the game retail stores he champions to new heights.

3052 RUR

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Shahrukh Salman Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions. The Mediating Role Satisfaction


The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.

5239 RUR

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Lost Love and Other Stories: Level 2 (+ CD)


The stories in this book are exciting and sometimes very strange. Some are sad and some are happy. We meet many interesting people - a young man in love, a lonely customer in a shop, a shy soldier. Strange things happen to all these people. But life is strange sometimes.

512 RUR

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Doyle Arthur Conan Our Midnight Visitor


Arthur Conan Doyle was a British writer best known for his detective fiction featuring the character Sherlock Holmes. His works also include fantasy and science fiction, as well as plays, romances, non-fiction and historical novels. "Our Midnight Visitor" is a wonderful collection of short stories like "Our Midnight Visitor", "The Stone of Boxman's Drift", "The Voice of Science" and other interesting tales.

479 RUR

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Monthly visitor


Эта книга — репринт оригинального издания (издательство "Edinburgh : Scottish "Monthly Visitor" Tract Society", 1840 год), созданный на основе электронной копии высокого разрешения, которую очистили и обработали вручную, сохранив структуру и орфографию оригинального издания. Редкие, забытые и малоизвестные книги, изданные с петровских времен до наших дней, вновь доступны в виде печатных книг.Monthly visitor.

1219 RUR

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Robert E. Levinson Customer Service Savvy. The Key to Your Business Success


This book is about all forms of interpersonal relationships—which we commonly call customer service—whether your company is a doctor’s office, retail store, restaurant, law firm, nonprofit organization or any other business. Even if you generally rely on social media, texting or email for basic communication, eventually everything boils down to one human being talking to another human being. I intend this book to be a wake-up call for people. We need to stress the value of good customer service, because good customer service promotes strong relationships and complements sound business strategies. Learn to be successful in your business relationships and you will be successful in your business.

1652 RUR

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V. Kumar Statistical Methods in Customer Relationship Management


Statistical Methods in Customer Relationship Management focuses on the quantitative and modeling aspects of customer management strategies that lead to future firm profitability, with emphasis on developing an understanding of Customer Relationship Management (CRM) models as the guiding concept for profitable customer management. To understand and explore the functioning of CRM models, this book traces the management strategies throughout a customer’s tenure with a firm. Furthermore, the book explores in detail CRM models for customer acquisition, customer retention, customer acquisition and retention, customer churn, and customer win back. Statistical Methods in Customer Relationship Management: Provides an overview of a CRM system, introducing key concepts and metrics needed to understand and implement these models. Focuses on five CRM models: customer acquisition, customer retention, customer churn, and customer win back with supporting case studies. Explores each model in detail, from investigating the need for CRM models to looking at the future of the models. Presents models and concepts that span across the introductory, advanced, and specialist levels. Academics and practitioners involved in the area of CRM as well as instructors of applied statistics and quantitative marketing courses will benefit from this book.

7682.58 RUR

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Jeff Sauro Customer Analytics For Dummies


The easy way to grasp customer analytics Ensuring your customers are having positive experiences with your company at all levels, including initial brand awareness and loyalty, is crucial to the success of your business. Customer Analytics For Dummies shows you how to measure each stage of the customer journey and use the right analytics to understand customer behavior and make key business decisions. Customer Analytics For Dummies gets you up to speed on what you should be testing. You'll also find current information on how to leverage A/B testing, social media's role in the post-purchasing analytics, usability metrics, prediction and statistics, and much more to effectively manage the customer experience. Written by a highly visible expert in the area of customer analytics, this guide will have you up and running on putting customer analytics into practice at your own business in no time. Shows you what to measure, how to measure, and ways to interpret the data Provides real-world customer analytics examples from companies such as Wikipedia, PayPal, and Walmart Explains how to use customer analytics to make smarter business decisions that generate more loyal customers Offers easy-to-digest information on understanding each stage of the customer journey Whether you're part of a Customer Engagement team or a product, marketing, or design professional looking to get a leg up, Customer Analytics For Dummies has you covered.

1884.23 RUR

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Doyle A.C. Our Midnight Visitor


Arthur Conan Doyle was a British writer best known for his detective fiction featuring the character Sherlock Holmes. His works also include fantasy and science fiction, as well as plays, romances, non-fiction and historical novels. "Our Midnight Visitor" is a wonderful collection of short stories like "Our Midnight Visitor", "The Stone of Boxman's Drift", " The Voice of Science" and other interesting tales.

368 RUR

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The Monkey's Paw: Stage 1


Outside, the night is cold and wet. Inside, the White family sits and waits. Where is their visitor? There is a knock at the door. A man is standing outside in the dark. Their visitor has arrived. The visitor waits. He has been in India for many years. What has he got? He has brought the hand of a small, dead animal - a monkey's paw. BR> Outside, in the dark, the visitor smiles and waits for the door to open.

461 RUR

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A. C. Doyle Our Midnight Visitor


Arthur Conan Doyle was a British writer best known for his detective fiction featuring the character Sherlock Holmes. His works also include fantasy and science fiction, as well as plays, romances, non-fiction and historical novels. "Our Midnight Visitor" is a wonderful collection of short stories like "Our Midnight Visitor", "The Stone of Boxman's Drift", " The Voice of Science" and other interesting tales.

304 RUR

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Daniel Gurski How Excellent Experiences affect Customer Loyalty


Master's Thesis from the year 2013 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,3, Maastricht University (School of Business and Economics), language: English, abstract: AbstractThe thesis at hand develops a new scale to measure customer experience quality on the basis of four dimensions: service quality, atmosphere quality, flow quality, and learning quality. The American coffee company Starbucks is used as exemplary case to validate the theory empirically. Product quality is found to be a separate, but related construct to customer experience quality. The author investigates the effect of customer experiences on customer loyalty and finds that customer experience quality indirectly affects customer loyalty intentions through perceived value. The relative importance of customer experience quality for perceived value and in succession customer loyalty intentions is found to be much higher than that of product quality. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value wheras it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience literature. The findings enable managers to stage customer experiences more effectively and more efficiently.

5452 RUR

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Anna Balashova What to do with Unprofitable Customers. Customer Lifetime Value, Metrics of Adverse Behavior, and Feasible Strategies for Managing Customers


Bachelor Thesis from the year 2016 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,3, University of Münster, language: English, abstract: In this paper, I analyze how customer metrics like Customer lifetime value (CLV) are linked to strategies for managing unprofitable customers. Valuing customers or their behavior, respectively, has become an indispensable issue for any commercial activity. When determining causes and reasons of the customers' contribution to firm value or performance, the customer base usually is analyzed and evaluated, whereas profitable and unprofitable customers are identified. Especially the subject of unprofitable customers, the methods to single them out and their input on the firm's financial performance have been thoroughly discussed in the literature. Because regular financial metrics have restricted diagnostic potential, relying on customer metrics appears more suitable for determining customer's profitability. There are diverse methods for evaluating customers, such as previous period customer revenue, past customer value, customer lifetime duration and customer lifetime value (CLV). CLV examines customer profitability from a prospective perspective, foreseeing future customer behavior and discounting future cash flows. CLV and its measurement models, depending on the kind of customers and products obtained by the company, provide a basis for strategic and tactical d...

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