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.

Full of practical and strategic advice; helpful checklists and diagrams provide a route-map for success New material examines the impact of employee engagement, social networking and blogging, and also evaluates employee training methods (eg podcasts, web casts and videos) Updated international case studies and examples now include eBay, Virgin and Aviva Addresses the issue of customer care and offers useful advice on maintaining loyalty within an ever more sophisticated and demanding customer baseInformative and useful for anybody involved in customer relations. Business Age

About the Author
Sarah Cook is a management development consultant who specialises in customer care. She is currently Managing Director of the Stairway Consultancy. Sarah previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consultancy.


Book Information
ISBN 9780749457051
Author Sarah Cook
Format Paperback
Page Count 288
Imprint Kogan Page Ltd
Publisher Kogan Page Ltd
Weight(grams) 490g
Dimensions(mm) 234mm * 156mm * 18mm