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Strategic Customer Service
- Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
- Narrated by: Mark Smeby
- Length: 8 hrs and 31 mins
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Publisher's summary
Any organization can win more customers and increase sales if they would only learn to be more strategic with their customer service. This audiobook draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach listeners how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line.
When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up…but never come back?
Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty. Transform customer service into a strategic function, and reap benefits far exceeding investments—often 10 to 20 times more.
Strategic Customer Service is a data-packed roadmap that shows you how. This new audiobook edition of a landmark book distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to:
- Gather and analyze customer feedback
- Empower employees to fix problems
- Track your impact on revenue
- Generate sensational word of mouth
- Tap opportunities to cross-sell and up-sell
- And more
Updated sections help you forge bonds via social media and online chat, attract and retain great employees, and leverage the latest technology.
Why settle for passive service? Make a business case for ramping up operations—and get the tools for making it pay off.
Tables and charts available in the audiobook companion PDF download.
PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.
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Time, Talent, Energy
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- Length: 5 hrs and 19 mins
- Unabridged
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Overall
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Performance
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Story
Business leaders know that the key to competitive success is smart management of scarce resources. That's why companies allocate their financial capital so carefully. But capital today is cheap and abundant, no longer a source of advantage. The truly scarce resources now are the time, the talent, and the energy of the people in your organization - resources that are too often squandered.
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A must read!
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Snap Selling
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- Narrated by: Jill Konrath
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Overall
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Selling is tougher than ever before. Potential customers are under extreme pressure to do more with less money, less time, and fewer resources, and they're wary of anyone who tries to get them to buy or change anything. Under such extreme conditions, yesterday's sales strategies no longer work. Sales strategist Jill Konrath tells you how to overcome obstacles, get more appointments, speed up decisions, and win sales with today's short-fused, frazzled customers.
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OK sales book with some good take aways
- By Glenn on 05-22-11
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Jobs to Be Done
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- By: Stephen Wunker, David Farber, Jessica Wattman
- Narrated by: Tim Andres Pabon
- Length: 4 hrs and 52 mins
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Overall
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Performance
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Jobs to Be Done gives you a clear-cut framework for thinking about your business, outlines a road map for discovering new markets, new products, and new services, and helps you generate creative opportunities to innovate your way to success.
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YouTube talks are better.
- By BizTech Readings on 12-27-16
By: Stephen Wunker, and others
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The Amazon Way on IoT
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- By: John Rossman
- Narrated by: Christopher Lane
- Length: 5 hrs and 13 mins
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The Amazon Way on IoT is for the leader who wants to understand how the Internet of things is transforming business and society. Listeners will discover business cases, key concepts, technologies and tools to help develop, explain and execute their own IoT approach through understanding Amazon's and other leading companies sophisticated IoT technologies and strategies.
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Very insightful, but quite boring
- By Riaan on 02-21-17
By: John Rossman
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Under New Management
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Overall
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Performance
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A provocative work that challenges the traditional and widely accepted principles of business management - and proves that they are outdated, outmoded, or simply don't work. Do open floor plans really work? Are there companies that put their employees' welfare first, and their clients second? Are annual performance reviews necessary? Dr. David Burkus is a highly regarded and increasingly influential business school professor who challenges many of the established principles of business management.
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information age work assembly line management
- By A. Davis on 04-15-16
By: David Burkus
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In the world of personal finance, the biggest challenge is the sense that there’s never going to be enough. It is this mindset of scarcity, and not the amount spent on lattes, that holds people back the most from achieving their financial dreams. Using techniques she’s developed as a financial planner and spiritual coach, Leisa Peterson guides you to dig deeper and discover the root of your financial thinking to change not just the way you save and spend, but the way you live your life.
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amazing book!
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What listeners say about Strategic Customer Service
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- Ruben
- 02-21-19
Some good gems, but...
Constant use of the word CE really ruined this for me. Also, it’s really telling you more or less to do surveys on customers.
Still have some good value. Too long for what it is trying to convey.
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3 people found this helpful