Janelle Barlow is president and owner of TMI US. She is the coauthor of Emotional Value, Smart Videoconferencing, and Branded Customer Service.
Claus Møller is the founder of TMI. He has written several books on management, which together have sold more than three million copies.
In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance.
Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book.Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization
Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
The market-leader, Customer Service: A Practical Approach, Sixth Edition,goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships.
"What an excellent wake-up call! Your company's most valuable asset—your loyal customers—have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information, and defines a path to earn loyalty through delivery of enhanced value in the eyes of your customers. A truly important premise to building and maintaining a successful business."?
—Gerald Evans, president, Hanes Brands Supply Chain and Asia Business Development
"In this dynamic treatise on customer retention, Jill Griffin, The Loyalty Maker, provides updated solutions to meet today's challenge of changing consumer shopping habits. A must-read for all retailers and wholesalers."
—Britt Jenkins, chairman of the board, Tandy Brand Accessories, Inc.
"Mandatory reading for anyone who manages customer loyalty. A truly thought-provoking read!"
—Timothy Keiningham, global chief strategy officer, executive vice president, IPSOS Loyalty
"Every company is in the service business now, whether they realize it or not. Jill's book is a great start on how to make your service experiences better than they are today."
—Robert Stephen, founder, The Geek Squad
"In today's Googlized marketplace, Taming the Search-and-Switch Customer is a must-read."
—Ken DeAngelis, general partner, Austin Ventures
"Griffin is pure loyalty genius!"
—Kelly Cook, vice president, Customer Engagement/CRM, Waste Management
"For Larry the relationship between customers and profitability is intuitive and effortless. By reading his book you will be galvanised to do something about it at a time when it couldn't matter more."
—Amanda Mackenzie, Chief Marketing Officer, Aviva
"Larry Hochman understands the business zeitgeist exceptionally well. The Relationship Revolution brings together what he has learned from hundreds of customers and thousands of managers. His argument that authentic customer relationships are what will separate the winners from the also-rans is provocative, challenging and a call to action."
—Dr Stan Maklan, Cranfield School of Management
"If you are still denying the importance of Web 2.0, then read this wake-up call from one of the world's foremost speakers on customer relationships. If you truly value your customers then The Relationship Revolution is required reading – in every part of the world and regardless of the business you are in."
—Scott Gustlin, Vice President, Interactive RTP
"Finally Larry Hochman, one of the world's most popular keynote speakers, has put his wisdom into a book. His insights on management, marketing, leadership, customer service and human resources will certainly help the readers create unique value… at the speed of life."
—Santiago Zapata, Founder and President, HiCue Speakers
In this long-awaited book, leading business thinker Larry Hochman maps out what you have to do to succeed in the coming decades. He gets under your customers’ skin, shows you what they really want, and then takes you through what you have to do, inside and outside your organisation, to get there.
Inspirational and enlightening, The Relationship Revolution should become a new ‘rule book’ throughout your organisation.
In The 101 Biggest Estate Planning Mistakes, author Herbert Nass, an estate planner for some of today's most famous celebrities, offers an entertaining look at what not to do when setting up an estate plan, or administering an estate. By examining the mistakes made by some of the most well-known celebrities-from Bob Marley to John F. Kennedy, Sr. and Jr.-this book will guide readers toward making a successful estate plan and help them avoid many common pitfalls. Chapters cover such topics as: mistakes involving tangible personal property, real estate, executors and trustees, minors, or persons with disabilities; as well as disgruntled family and friends left behind.Puts estate planning in perspective through entertaining examples of mistakes celebrities have made in developing their own plans Taps into the voyeuristic interest we have in the lives of the rich and famous Offers an insider's look at many fascinating wills of the rich and famous
Given the emotional, financial, and legal issues that arise from the death of a loved one-and the substantial assets that are transferred from one generation to the next at this time-understanding estate planning is essential. This book will put you in a better position to make more informed estate planning decisions.