Unleashing the Chief Moment Officers If you want to raise the bar on creating memorable customer experiences, then this book is your roadmap." --Valerie Willis, VP, Tom Peters Company Do you have a passion for making sure you look after your customers? Do you want to be able to go that extra step to satisfy their needs? Do you want to make sure that your company seizes each moment of opportunity to become better? Customer service is, or should be, at the heart of every business. Let's face it, without customers you have nothing. Organizations which devote themselves to building lasting relationships with their customers must make certain that their teams build on individual strengths and have a genuine care for every customer they deal with. In Unleashing the Chief Moment Officers: Reliably Giving the Gift of Exceptional Experiences, you will discover a lot of evidence for igniting a passion for customer care through chapters on: Understanding that moments can make a difference Getting the right talent in place Appreciating the gifts customers give you (even if it doesn't look like one) Chief Moment Officer truths Unleashing the inner Chief Moment Officer in you And more... It is understood that a moment can seem like a very short period during a hectic day, but by learning how to make the most of them your business can thrive, your customers will be happier and your staff will be more engaged. Get a copy of Unleashing the Chief Moment Officers and see how it could improve your customer service.
Uplifting Service: proven path to delighting your customers, colleagues, and everyone else you meet New York Times Bestseller Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You MeetWe are deep in a service crisis. In the operating room, surgeons and their teams communicate in a very precise language; airplane pilots follow a strict protocol to take off and land safely every time; and, when launching a new product, companies lay out a plan that all employees follow. But when it comes to building a strong service culture, the path to success is usually much less clear. We relegate service to a single department guided by anecdotal wisdom and less-than-helpful clichés like the customer is always right.#157;With global economies transforming at record speed, we are largely unprepared for the service demands we face day and night from around the world. We promise our customers satisfaction and then allow internal politics and inefficient methods to frustrate our ability to deliver. With service so much a part of our daily lives, both in and outside the workplace, why aren't we doing it better? New York Times bestselling author Ron Kaufman knows the answer to this question, and not only believes we can do it better, but shows us how. In Uplifting Service he takes you on a journey into a new world of service that is guided by fundamental principles and actionable models. After more than two decades helping leaders transform their service cultures, Kaufman has discovered that while each successful team is different, the architecture they apply to build an uplifting service culture is the same.In this New York Times, USA Today, and Amazon.com bestselling book, Kaufman lays out the steps you can take to build a sustainable culture that delivers outstanding service every day. He offers the tools and practices that have been proven effective in businesses, governments, communities, and homes; on every continent; and in many languages. Through perspective-changing insights and case studies, you will learn how the world's best performing companies have changed the game through service”and how you too can follow this proven path to an uplifting transformation.
Kaleidoscope: delivering innovative service that sparkles Add a Little Sparkle to Your Service In his newest book on innovative service, bestselling author Chip R. Bell focuses on the importance of delivering the "core" of a service experience in a fashion that is value-unique, not just value-added. In his own words, "Innovative comes from your core; it evokes an experience of genuineness, a sense that its source is deep, not superficial." This wonderful book offers powerful, practical advice, along with engaging stories of ways a novel service experience can also be one that is profound.
What Customers Crave: how to create relavant and memorable experiences at every touchpoint The best companies in the world discover what their customers desire-and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies needto do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success. Jam-packed with tools and examples, What Customers Crave helps you reinvent how you engage with customers (both digitally and non-digitally) and: Gain invaluable insights into who they are and what they care about - Use listening posts and Contact Point Innovation to refine customer types - Engineer experiences for each micromarket that are not only exceptional, but insanely relevant - Connect across the five most important touchpoints - Co-create with your customers - And much more When you learn to provide your customers with exactly what they want, they not only buy-theycome back again and again... and bring their friends. "
Service Excellence is as easy as PIE: Perception is everything Most of us work ourselves silly focusing on quality, demonstrated outcomes and proven results. That's a good thing. Yet too often we often stop short of the final step: zeroing in on how all our hard work comes across to the patient or customer. Why do we spend so much time making sure the ingredients are right...and so little time thinking about perception? Liz Jazwiec, award winning author of Eat That Cookie and Hey Cupcake , asks (and answers) this question in her latest book. In Service Excellence Is As Easy As P.I.E. (Perception Is Everything), she deploys her trademark sense of humor as she shares some practical and relatable ways to zone in on and improve service. This latest book in Liz's "treat trilogy" does a delicious job of explaining the tools and tactics that form the whipped-cream smiley on the pie of service excellence. Not only does she explain how to generate powerful impressions and improve perceptions, she folds lots of entertaining stories into the mix. Here's just a sampling of what P.I.E. readers will learn: 1. Service and Quality are two sides of the same coin; you can't improve perception of the former solely by improving the latter. (No matter how superior the engine technology may be, no one will buy the car if the cup holder is in a bad place.) 2. Perception is emotional and spiritual, not scientific which is why it's okay to order flowers for the front desk without any data 3. Human beings don't mind being inconvenienced. They do mind being ignored. 4. Pulling the curtain is about creating privacy, not hiding patients from view (and telling them that makes all the difference). 5. To manage expectations, tell them what you know... with a little cushion. 6. Service Improvement doesn't take extra money, time, or resources sometimes a Styrofoam cup filled with ice is all that's needed. 7. Don't just provide the cozy blankets, let them know you provide the cozy blankets (Get comfor
Driven to Delight by A Wall Street Journal bestseller Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight In his previous bestsellers--The Starbucks Experience, The New Gold Standard, and Prescription for Excellence--Joseph Michelli revealed customer experience practices and strategies of beloved businesses. Now, in this timely new book, he shares the greatest customer-driven insights behind one of the most iconic brand names in the world: Mercedes-Benz USA. DRIVEN TO DELIGHT reveals: How Mercedes-Benz USA launched a multi-year program to elevate their customer experience--even though their product was already "best in class." How they activated people, improved processes, and deployed technology to emotionally engage customers. How the Mercedes-Benz approach can jump-start any customer-driven business--by accelerating your commitment to the customer experience. Filled with exclusive front-seat insights from Mercedes-Benz employees, eye-opening testimonials from passionate Mercedes-Benz fans, and solid nuts-and-bolts advice for creating your own consumer-aligned road map, Driven to Delight will help you retool your strategies, reignite your customers, and refuel your team for the long haul. Mercedes-Benz. The name alone conjures images of luxury, innovation, quality, and performance. But in today's market, you need more than a world-class product to outpace the competition--which is why the executives at Mercedes-Benz USA set a course to create a customer experience in keeping with their legendary cars. This is the story of how an organization became Driven to Delight; It reveals the action plan Mercedes-Benz USA used to catapult the company to first place rankings in national customer satisfaction studies while at the same time growing sales and profits. With unprecedented access to company personnel, customer experience expert Joseph Michelli charts the journey the company took and identifies the all-important keys to driving delight in any customer-based organization. You''ll learn how to: Create a compelling vision for exceptional customer experiences Identify the ever changing wants, needs, and desires of your customer segments Map out your key customer journeys and high value contact points Effectively evaluate customer perceptions throughout their journey with you Resolve customer needs swiftly and constantly improve your delivery processes Link rewards and recognition to customer experience excellence throughout your organization These proven techniques are part of the Mercedes-Benz USA "Driven to Delight" culture which sets a new gold standard in customer service, employee engagement, and peak performance. You''ll find step-by-step strategies that can be customized to fit your business model and customer needs. You''ll discover invaluable tools like Vision Mapping, Customer Journey Wheels, Customer-Centric Strategy and Resource Planning Processes --plus 20 Key Questions you can use to diagnose your progress and steer your company in the right direction. Along the way, you''ll get a rare first-hand comprehensive view of a world-class company in action. You''ll see how a "best or nothing" organization became customer obsessed, mile after mile, year after year. Most importantly, you''ll learn how to ramp up your own customer experience, rev up your customer commitment, and take your customers on a journey that''s bound to delight--the Mercedes-Benz way. Joseph A. Michelli is an internationally sought-after speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on The New York Times, Wall Street Journal, and USA Today bestseller lists.
Win the Customer by Great companies distinguish themselves from the competition by providing their customers with something truly special, something beyond price point that can't be duplicated: unique, outstanding customer service experiences. Win the Customer cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business. Filled with examples and inspiration, the book shows readers how to: Align the business around a customer service mission - Make every employee a customer service agent - Create an environment in which exceptional service experiences can happen - Humanize customer service, virtually and in person - Find a way to say "yes' even when the answer is "no' - Ask fewer questions-and provide more answers - Use words that win customers - Empower employees to find innovative solutions - Learn from your critics - Exploit your customer's pain points, but never the customer - Allow for random acts of WOW-they're often the most memorable - And much more When it comes to service, satisfaction is a short-sighted goal. Follow the simple rules in this book and transform ordinary customersinto lifelong fans. "
Be Your Customer's Hero by 
Leadership for Great Customer Service by 
Implementing SAP® CRM by In today's competitive business environment, most companies realize that the better they can manage their customer relationships, the more successful they will become. Customer Relationship Management (CRM) software systems are key tools for companies to manage the customer-facing processes of their businesses. However, many companies have resisted implementing this most critical customer-oriented application due in large part to the lack of a single-point resource on implementing a CRM system. This book attempts to fill that gap. Implementing SAP® CRM will help technologists and managers come to grips with the vision, concept, and technology of CRM. It begins by laying out the groundwork for understanding CRM. It explains the concept and context of CRM and the tangible business benefits of CRM adoption. Demonstrating a professional approach to the evaluation and selection of SAP, it details the critical success factors (CSFs), patterns, and anti-patterns of a successful SAP CRM implementation. CRM implementations can add significant benefit to the company's bottom line only if the company first transforms itself into a customer-centric and customer-responsive enterprise. This book explains what it means to be a customer-centric and responsive enterprise, and provides a framework for business operations based on customer relationships, rather than the traditional four Ps (product, positioning, price, promotion). It further spells out business process reengineering (BPR) strategies to configure internal business processes and operations with SAP CRM to improve customer-facing strategies, services, and relationships.
The 91/2 Principles of Innovative Service
Intention Economy : when customers take charge
Powerful Phrases for Effective Customer Service
Star-Studded Service: 6 steps to winning patient satisfaction
Transforming health care : Virginia Mason Medical Center's pursuit of the perfect patient experience
Uncommon Service: how to win by putting customers at the core of your business
Connected CRM by Three macro trends are changing the marketing landscape and forcing massive change on most organizations: the digitization of media and channels; social media; and the ability for consumers to access media anytime, anywhere. Marketers are responding with data-driven, digital customer strategies and a collective business model transformation. For the first time, marketers are now able to put customers at the core of the business strategy. The challenge, now that there's "universal" buy-in on the philosophy, of 'every organization should be ?customer-centric? is the "how"; How do we successfully implement a comprehensive, data-driven, customer-centric business strategy? The answer is called "Connected CRM", the focus of this book. Customer-centric marketing isn't merely a tactical implementation plan. Executed correctly, it's a fundamental shift in the organization's framework, affecting every department, not just marketing, though it puts marketing at the heart of the business and leadership strategy for the organization. It's a new source of visibility and accountability for the CMO and a new basis of competitive differentiation for the company. CMOs of the future will play a much larger role in all aspects of marketing, sales, service and technology. Through years of work in data-driven customer relationship marketing and observations of successful (and unsuccessful) implementation efforts; Merkle has developed a customer-centricity blueprint for organizations. This book explains how to make it a reality' for sustained competitive advantage.Would you like a book sent to your work location? Contact the Library!
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Who Killed Health Care? : America's $2 Trillion Medical Problem -- and the Consumer-Driven Cure. Regina Herzlinger. McGraw Hill. [RA395.A3 H475 2007]
Winning with the Customer from Hell: A Survival Guide. Shaun Belding. ECW Press. [HF-5415.5-.B442-2004x]
X-Engineering the Corporation: Reinventing Your Business in the Digital Age. James Champy. Warner Books. [HD-58.87-.C427-2002]
