Customer loyalty is essential to the long term financial success of your
business, but with more choice then ever before, customers today have
high expectations of the products and services they use. To continue to
meet--and even to exceed--these high expectations, you need a top notch
customer services system in place, and Customer Care Excellence will
enable you to achieve just that.
In clear, practical language, this book takes you through how you can
develop and sustain a customer-service focus within your company.
Emphasizing both strategic and practical aspects of customer care,
Customer Care Excellence explains how gaining customer commitment and
motivating employees to deliver an excellent service at all your
company's touch points can ensure successful results and satisfied
customers.
This fully revised and updated edition includes new material examining
the impact of social networking on customer behaviour and the emotional
connection customers have with the brand, explaining how you can create
a memorable customer experience. Author Sarah Cook takes you through the
practical steps necessary to create a culture of customer focus and,
crucially, shows how employee engagement leads to customer engagement.
