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The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World
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Artikel-Nr:
9780071603652
Veröffentl:
2008
Erscheinungsdatum:
01.10.2008
Seiten:
352
Autor:
C Britt Beemer
Gewicht:
658 g
Format:
235x160x30 mm
Sprache:
Englisch
Beschreibung:
Robert L. Shook is a seasoned author, former salesman, and founder and former CEO of Shook Associates and American Executive Life Insurance Company.
Whether you run your own company or work for a large corporation, establishing customer loyalty is a prerequisite for business growth. In The Customer Rules, C. Britt Beemer, a leading consumer research and marketing consultant, and bestselling business author Robert Shook offer practical advice on how to build a robust company culture based on the concept of unsurpassed customer-service designed to increase your market share.
Introduction1 Everyone's Job2 Sell Your Employees First3 The Company Culture4 Being Big, Thinking Small5 The Total Customer Experience-Before, During, and After the Sale6 The Personal Touch7 It's about Time8 Why Selling a Service Differs from Selling a Product9 When Price Rules10 Multiple Tiers of Customers11 Satisfy Main Street First, Then Wall Street12 The Power of a Strong Brand13 The Value of a Customer14 Change Is ConstantAfterwordEndnotesIndex