Putting Customers First (Essential Managers)

DK Essential Managers: Putting Customers First

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Thanks for telling us about the problem. Return to Book Page. Putting Customers First liked it 3. The four new guides in this best-selling series are ideal for managers at every level. These compact references -- the most accessible single-subject business guides on the market -- demonstrate techniques and skills useful in any work environment.

Paperback , 72 pages. Published September 9th by DK first published September 1st To see what your friends thought of this book, please sign up. To ask other readers questions about DK Essential Managers , please sign up. Be the first to ask a question about DK Essential Managers. Lists with This Book. Their Value-Irritant matrix is a powerful tool for focusing your customer service where it will have the most impact. For years, every new Campaign Monitor support agent received a copy of this book by Leonardo Inghilleri and Micah Solomon on their first day.

Author Joseph Michelli spent two years figuring out how Starbucks was able to take a commodity product like coffee and sell it for several times the typical cost. His book is an overview of how Starbucks was able to grow and continue to delight customers over time.

Jill Griffin focuses on the factors that affect customer loyalty in this highly practical book filled with tactics you can implement in your own business. They claim reduced customer effort is the one true driver of loyalty. The second half of the book outlines ways to reduce effort across the customer experience.

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In this book, he and his co-author make the case for customer loyalty as the most important factor in profitability. Much of the book is spent breaking down his practical approach to creating a customer experience strategy that does the job right the first time, using feedback and complaints from customers to identify opportunities for proactive service.

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DK Essential Managers: Putting Customers First

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