Thomas, Ann / Applegate, Jill Pay Attention! How to Listen, Respond, and Profit from Customer Feedback
1. Auflage - Juni 2010 ca. 19,90 Euro 2010. 224 Seiten, Hardcover - Praktikerbuch - ISBN-10: 0-470-56355-9 ISBN-13: 978-0-470-56355-7 - John Wiley & Sons
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Langtext Make customer feedback work for your business.
Customers are speaking loud and clear through a miriad of mediums. Evidence shows that customers will no longer stand for the hurried and complacent service that has become the norm. They are looking for a positive, memorable experience. Organizations that provide that level of service will earn their loyalty. Customers base their decisions on nothing more than a positive or negative review of your product and/or service.
Pay Attention! paves the way. Your company wins when you: * Understand Customer Expectations * Embrace and implement The RATER Factors * Define who you are and what you offer * Become E.T.D.B.W. (Easy To Do Business With) * Connect with your audience in all mediums * React appropriately and respond immediately to customer feedback * Recover sincerely when things go wrong
