{"product_id":"customer-care-excellence-how-to-create-an-effective-customer-focus-9780749457051","title":"Customer Care Excellence: How to Create an Effective Customer Focus","description":"\u003cp\u003eCustomer 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 \u003ci\u003eCustomer Care Excellence\u003c\/i\u003e will enable you to achieve just that. \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003eIn 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, \u003ci\u003eCustomer Care Excellence\u003c\/i\u003e 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. \u003cp\u003e\u003c\/p\u003eThis 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.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Sarah Cook\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Kogan Page\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 11\/30\/2010\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 288\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.90lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.10h x 6.10w x 0.80d\u003cbr\u003e\u003cb\u003eISBN:\u003c\/b\u003e 9780749457051\u003cbr\u003e\u003cbr\u003e\u003cb\u003eReview Citation(s): \u003c\/b\u003e\u003cbr\u003e\u003ci\u003eReference and Research Bk News\u003c\/i\u003e 04\/01\/2011 pg. 113\u003cbr\u003e\u003cp\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eSarah Cook\u003c\/b\u003e is a management development consultant who specializes in leadership, service excellence, and culture change. She is currently Managing Director of the Stairway Consultancy. She previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consulting firm.\u003cbr\u003e\u003c\/p\u003e","brand":"Kogan Page","offers":[{"title":"Paperback","offer_id":40120026300531,"sku":"9.78E+12","price":43.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0555\/9255\/0515\/products\/img_62f2b48b-e418-413c-ae33-677ecac52e11.jpg?v=1653662695","url":"https:\/\/bookstorenmore.com\/products\/customer-care-excellence-how-to-create-an-effective-customer-focus-9780749457051","provider":"Bookstore N More","version":"1.0","type":"link"}