Kundeservice

Best Book for Parents Runner-Up - 2023 Zibby AwardsWHAT KIND OF MOTHER ARE YOU? How many moms ask themselves that question every day-whether working outside of the home or not, whether seeking advice or thinking we have all the answers . . . we all want to be "the best mommy." In Insert Giggle Giggle: Laughing Your Way through Raising Kids and Running a Business, Kay shares advice and funny family stories on a range of parenting topics and giggles through mistakes made and successes enjoyed in raising her two boys as well as observing and learning firsthand from thousands of moms and dads with their children during her twenty-five years of owning a preschool. Striving to stay true to being a hands-on mom while starting and leading a business to the pinnacle of success, you may see a little of yourself in the pursuit of "having it all" and giggle at the absurdity of anyone questioning that cliché and illusion. Of course we have it all (insert giggle giggle), we are moms! Merging sober guidance on some tough subjects while weaving touching insights on treating customers and employees with respect and compassion, Insert Giggle Giggle shows all of us that there is humor as well as lessons learned, in almost every aspect of being a mom and being a businesswoman. Always remember, each day, to insert and share a giggle giggle . . . and oh yeah, love your kids.

Customer Service Success, The 6 Keys To Deliver A World-Class Experience, offers you new solutions to the age-old challenges that you face in your business every day...How do you keep your customers happy so that they never leave you? How do you get your clients excited to come back to your businesses time and time again? How do you create raving fan customers that will tell all of their friends, family and colleagues that they must to do business with you? This book will answer all of these questions for you and more in a simple, easy-to-follow format that is entertaining and educational. The concepts and strategies in this book are the same ones that David Brownlee has taught to over 2 million students from around the world that have found extraordinary success with their customers. This book was written to be a fast and easy read that gets you straight to the point of what you need in order to deliver a world-class customer service experience every time - regardless of what is going on around you. Inside, you'll discover:· How to get 5-star, online reviews from every customer or your business· How to turn around your upset customers and make them a customer for life· How to diffuse any of your customer service issues with confidence· A new perspective on how to use empathy in your customer service strategy· How to decipher exactly what your customers want and need from you· And more ninja secrets that will help your business grow, increase revenues and attract customers!Customer Service Success, the 6 Keys To Deliver A World-Class Experience is your new, fast and easy to use resource for you to grow your business, increase your revenues and create loyal customers for life.

Online shopping is undergoing significant changes around the globe, evolving in the food and non-food segments alike. Representing a vital distribution channel that reaches countless customers, sales from online shopping have long-since exceeded USD 1000 billion per year and are growing steadily. This book is intended for general readers and professionals interested in companies¿ strategic orientation in connection with their online format and building and strengthening customer loyalty. In this regard, their business strategies are not considered in their full scope and complexity; instead, the book focuses more narrowly on the relationship between business strategy, buying behavior and customer loyalty.

Stop chasing quick commissions-and start building a solid, long-term real estate businessSelling real estate is all about closing as many deals as possible, as quickly as possible, right? Wrong. Nothing could be further from the truth. True success doesn't come from an obsession with closing deals and getting paid. It comes from a clear, focus on giving customers an experience they don't feel like they can easily replicate with another agent. The real way to succeed in real estate is to make buyers happy, and sales will follow.In Close for Life, realtor trainer and top producer Josh Cadillac puts you on the path to long-term success in real estate. In these pages, he shares his simple, sustainable methods for succeeding without focusing on closing transactions:Make prospective customers see that you know what you're talking about and are looking out for their best interests.Learn all you can about the industry and understand the importance of continuing curiosity and learning.Retain customers long after the transaction is done and show them their business means so much more than just money in your pocket.Change your focus from customer acquisition to customer retention.Today the most effective real estate agents spend less time focusing on getting paid and more time concentrating on building a business that pays them for the rest of their life. Whether you're a novice or highly experienced agent, Close for Life shows how to dramatically improve your approach.

This book uses insights from services marketing to illustrate how financial service providers should utilize service marketing concepts to provide customers with quality, satisfaction, and memorable experience.Marketing has been traditionally goods oriented with a business to customer focus. However, it is established that financial service organizations also need a focused marketing strategy in the business to consumer space.This book uses insights from services marketing to illustrate how financial service providers should utilize service marketing concepts to provide customers with quality, satisfaction, and memorable experience. This book is particularly useful to managers in financial organizations, executives enrolled in a management course, faculty and post graduate students of a management course.

YOUR PRACTICE (BUSINESS) IS MORE THAN JUST ANOTHER PROCEDUREIn Treating People Not Patients, Dr. Michael Sonick provides an invaluable look into the principles that have allowed him to create a state-of-the-art patient centric practice. His back and front stage processes are not only applicable to the practice of dentistry, but to any business that serves people. His insights will empower you to grow your practice or business by changing how you view the people you serve and your role as a professional. You will . . .- Discover the role hospitality plays to make people feel better- Understand the power of great service through human connection- Learn how to create a first-class impeccable office environment- Build a servant hearted team that provides a WOW experience- Value mentorship to build excellence into your practice- Establish and exercise integrity in all of your work.Alleviate Fears and Establish Trust to Relate Better with Your Patients and Customers Today!

Research in the field of service quality and consumer behavior has developed in many dimensions in the past decade. A number of models have been developed to determine the factors leading to satisfaction; however, within the past few years, scholars have proved that satisfaction is not sufficient to leave a strong mark in the minds of the customers. Service quality and customer delight have been the buzzwords in the business world in recent times as scholars have proven that customer delight is the key to customer retention. The Handbook of Research on the Interplay Between Service Quality and Customer Delight considers how companies around the world in a cross-cultural environment are dealing with service quality and customer delight and proposes a global outlook on the current trends, tactics, and opportunities. Covering key topics such as buyer funnels, consumer dissonance, and digital solutions, this reference work is ideal for business owners, managers, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.

Named by Forbes Inc. as one of the Top Ten business books of 2018. Scott McKain, award-winning speaker and author, explains how to move beyond being distinctive and to take your brand and business to the next level, to become iconic by knowing your customer and audience and providing the Ultimate Customer Experience every time. What if merely "standing out" from your competition isn't enough to take your brand and business to the highest level? How do you become an iconic organization or leader? Being distinctive in the marketplace used to be the pinnacle of success. In today's global marketplace, that mountain has become significantly more difficult to climb. And, with the explosion of social media, the competition for attention -- and customers -- is more intense than ever before. Standing out is not only more challenging than ever, it now has less of an impact on sustained growth. To be a lasting company, leader, or brand on a positive trajectory today, one must become iconic. In his new book, ICONIC, award-winning author and speaker Scott McKain examines what an iconic organization or leader is -- and helps you attain and retain that rare status. If your company has slipped in its standing (for example, think Sears or Nokia), McKain teaches you how you can regain your position. This is accomplished through unconventional ideas such as: • Go negative for greater success • Do not "under-promise/over-deliver" • Quit selling your products and services ICONIC is filled with insightful advice and practical examples. It's not a book merely expressing an unproven, unrealistic theory. ICONIC teaches the critical, specific steps required to attain the highest level of distinction. Each chapter includes study questions to be used in company-wide or departmental focus groups to help you achieve iconic status. And, the examples used are not merely another recitation of praise for Starbucks, Apple, Google, Southwest, and Amazon. You will discover the only two factors upon which customers and employees judge your organization. You'll meet and learn from the millionaire chimney sweep…the valet parking attendant building an iconic craft brewery…the single store steakhouse in the Midwest with higher revenue than New York City's famed Tavern on the Green…and many more. ICONIC delivers powerful, practical, and precise steps for anyone from a Fortune 500 CEO to a solo-entrepreneur. From major industries to network marketing, there are critical insights awaiting you in ICONIC. The goal of this book is to is to help you and your organization achieve iconic status through sound research and practical wisdom. After reading ICONIC, you will be ready to take your business to the highest level.

Kind of Person combines time-tested leadership principles, practical strategies, and thought-provoking exercises, offering a new, refreshing paradigm for customer service employees to see their work - through meaningful and purposeful customer service.Perhaps you're a manager, in the service of those in front-line customer service. Or perhaps you are in front-line customer service yourself. In either case, this book is for you! By the end of this book you will have a new understanding of your job, the impact you have each day on the lives of those in your care, and how to curate the experience of service for yourself, your customers, and your colleagues.This book is not a quick-fix self-help book though. You'll get real tips and tricks that you can put into practice. You'll get step-by-step instructions for handling difficult service situations, and examples for you to follow and emulate that will raise your level of service to those around you, not at your expense, but at your pleasure.Kind of Person will help you discover why are you working at your current company, and not somewhere else, and how you can connect and increase the quality of life for the people who you work with. It examines the uncommonly known truth of what people really want out of a job. Then you will examine the most common service attitudes customer service personnel display, and get great tips on how to maintain professionalism even in the most challenging situations.When learning about teaming you will examine the 5 key ingredients of Trust, Dependability, Clarity, Meaning, and Impact. You will identify how you can bring these ingredients into your current team to make them more effective. Creating a great team isn't all you need as a leader, this book also allows you to discover how you can empower your team to create successful customer service moments. It will give you a guide that you can use to coach your team, to help them make the best decisions, and to bring the best out of them, helping them take their customer service to the next level.

If you want to scale your business quickly and have fun doing it, don't copy the tired approaches of big companies.Mind Your F**king Business shows that thinking small to grow big works, and it can help you scale your company without the drama. Learn how to make the most of the resources you already have - your people - and invest your time and money where it matters.Find out how to: Turn your existing leaders into A-players and become ten time more productive Ditch pointless meetings and sales commissions - and thrive without them Attract the top talent in your industry by making them an offer they can't refuse Double your turnover every twelve months without throwing money at marketing

Corinna ist Verkäuferin im Außendienst eines Pharmaunternehmens. Mäßig erfolgreich sucht sie nach Möglichkeiten, überzeugender zu verkaufen. Eine Freundin schickt ihr ein Buch, das mit einem Schlag alles für sie verändert.Mutige Verkäufer sind erfolgreicherWas unterscheidet sehr erfolgreiche Verkäufer vom Durchschnitt? Beherrschen sie bessere Gesprächstechniken? Manchmal. Haben sie ein besseres Auftreten? Vielleicht. Doch es gibt eine Eigenschaft, die einen riesigen Unterschied für den Verkaufserfolg macht: Mut.Die erfolgreichsten Verkäufer gehen über Grenzen hinaus ¿ ihre eigenen und manchmal auch die ihrer Kunden ¿ und tun das, was andere nicht wagen. Oft sind das nur Kleinigkeiten, die aber für ihr Ergebnis einen riesigen Unterschied machen, den Unterschied zwischen einem Auftrag und leeren Händen.In diesem kurzweiligen Businessroman erfahren Sie,¿ was Mut im Verkauf bedeutet,¿ warum sich mehr Mut im Verkauf bezahlt macht,¿ wo Sie im Verkauf mutig sein können bzw. sollten,¿ welche mutigen Strategien und Taktiken es gibt und¿ wie Sie sich damit deutlich von Ihrem Mitbewerb unterscheiden.Wer wagt, gewinnt: mehr Abschlüsse, mehr Umsatz, mehr Ertrag.

This book provides employees and managers in sales with a clearly defined process for building sustainable business relationships along the account journey. Using a structured method, you will learn how to set yourself up for success right from the start, increase your competitiveness, increase market share and generate more sales.In B2B sales today, it's no longer primarily about just solving the customer's problems and winning as much of the customer's budget as possible. The decisive factor for success is that you ask your customer the right questions, understand his strategy in all facets and help him to achieve his goals with your offer - this is the only way to create a fruitful and long-term partnership at eye level. If you align your messages with these goals, you will generate tailored customer value, and the customer will have no choice but to accept your offer. This paradigm shift should make it easier for customers to buy, and it can be instrumental in helping account managers in B2B increase their sales over the long term. The book provides practical tools and a blueprint for salespeople to succeed and for managers to lead their teams with purpose.

Dieses essential ist eine einzigartige Zusammenstellung von Highlights der Online-Artikel aus dem Fachgebiet Marketing + Vertrieb"e; im Wissensportal Springer Professional. Die Journalisten der Springer Professional-Redaktion berichten darin uber wichtige Entwicklungen der Branchen und greifen dabei insbesondere die Einflusse der Megatrends Digitalisierung und Nachhaltigkeit auf.

Der nach wie vor grote und oftmals ungehobene Schatz von Unternehmen liegt in ihren Kundendaten. Daraus lassen sich profitable und langfristige Kundenbeziehungen entwickeln, die zum wichtigsten Wettbewerbsvorteil werden. Viele Unternehmen machen beim Thema CRM (Customer Relationship Management) jedoch den Fehler, dass sie sich auf die Auswahl einer geeigneten Software fokussieren und davon ausgehen, diese verhilft ihnen automatisch zu besseren und loyaleren Kunden. Doch dies ist ein Irrglaube: Viel wichtiger als die Auswahl der Technologie ist es, kundenzentrierte Prozesse zu etablieren und die Menschen im Unternehmen dabei mitzunehmen, kundenzentriert zu denken und zu handeln. Erst dann wird der Einsatz der richtigen Software zum Erfolg. Dieses Buch gibt Ihnen einen Uberblick zum aktuellen Status des Customer Relationship Managements (CRM) und den wichtigsten Erfolgskomponenten Prozesse, Menschen und Technologie. Anhand von zahlreichen Praxisbeispielen und Interviews mit CRM-Profis erhalt der Leser einen fundierten Einblick in die wichtigsten Disziplinen sowie praktische Tipps, um sofort in die Definition der eigenen CRM Strategie und deren Umsetzung einzusteigen. Die Aktualitat von CRM, also dem gezielten Auf- und Ausbau von eigenen Kundendaten zur Optimierung der Kundenbindung, ist ungebrochen: Durch die Corona-Pandemie und dem drohenden Wegfall des Trackings von Third Party Cookies wird den Unternehmen umso mehr bewusst, wie wichtig eine loyale Bestandskundenbasis ist, um sich langfristig am Markt zu behaupten. 

Dieses Buch zeigt, wie es gelingt, eine optimal ausgestaltete Vertriebsorganisation zu etablieren, die konsequent auf Kunden und deren Kaufentscheidungen basiert und dadurch entscheidende Wettbewerbsvorteile generiert. Denn nur so kann heutzutage der Unternehmenserfolg gesichert und gesteigert werden.Im Mittelpunkt steht der Sales-Enablement-Prozess als holistisches Rahmenkonzept. Er bildet die Infrastruktur, die eine effiziente Zusammenarbeit aller Unternehmensabteilungen gewahrleistet. Die Autor*innen erlautern die Ausrichtung samtlicher Ziele, Motivationen, Denkmuster, Aktionen und Kampagnen an den Bedurfnissen der Kunden. Zudem zeigen sie, welche Methoden und Herangehensweisen aus ihrer Sicht besonders erfolgversprechend sind und wie der praktische Start in ein Sales Enablement konkret aussehen kann. 

Im Zusammenhang mit dem demographischen Wandel und dem sich verscharfenden Fachkraftemangel sind Mitarbeitende ein zentrales Differenzierungskriterium. Neben dem Arbeitgebermarketing (Employer Branding) kommt einer modernen und professionellen Internen Markenfuhrung (Internal Branding) eine sehr groe Bedeutung zu, um Mitarbeitende an das Unternehmen zu binden und diese zu uberzeugten Botschaftern zu entwickeln. Um das Markenwissen, die psychologische Verbundenheit und ein markenkonformes Verhalten bei Mitarbeitern zu verankern, existieren zahlreiche Instrumente und Manahmen. Diese Arbeit ermoglicht auf Basis einer experimentellen Untersuchung erstmalig einen Einblick fur die Forschung und die Praxis, welche Wirkung (Effektivitat) und Kosten-Nutzen-Relation (Effizienz) Manahmen des Human-Resource-Managements auf das markenkonforme Mitarbeiterverhalten haben konnen.

In diesem Buch wird mit der Digital Marketing Roadmap ein Konzept vorgestellt, mit dem Sie das Marketing Ihres Unternehmens im digitalen Umfeld planen, umsetzen und messen konnen. Die Digitalisierung bringt nahezu taglich neue Moglichkeiten und Tools, um mit Kunden in Kontakt zu treten und Kaufimpulse auszulosen. Gleichzeitig steigen die Anforderungen an das Marketing, den eigenen Beitrag zum Verkaufserfolg zu belegen. Hierzu braucht es einen strukturierten Fahrplan, um sicherzustellen, dass die einzelnen Manahmen auch messbar auf die Erreichung der Marketingziele einzahlen.Erfahren Sie in diesem Buch, wie Sie eine Digital Marketing Roadmap fur Ihr Unternehmen entwickeln, dabei Customer Journey und Sales Funnel verbinden und Ihr Onlinemarketing durch Erfolgsmessung stetig verbessern. 

Learn how to navigate the bullies, manipulators and complainers who drive you mad. With example dialogue and techniques, it will help you navigate tricky situations and keep your cool.By understanding the motives and individual behaviours of difficult people, you can learn to manage aggression, reduce awkwardness and remain the better person. This 5th edition of the bestselling Dealing with Difficult People features practical exercises, useful templates and top tips you need to get the best out of the worst, including how to deal with difficult customers, dealing with difficult people in the digital sphere, advice on beating bullies at their own game and how to deal with a boss who drives you barmy.The Creating Success series of books...Unlock vital skills, power up your performance and get ahead with the bestselling Creating Success series. Written by experts for new and aspiring managers and leaders, this million-selling collection of accessible and empowering guides will get you up to speed in no time. Packed with clever thinking, smart advice and the kind of winning techniques that really get results, you'll make fast progress, quickly reach your goals and create lasting success in your career.

¿Dieses Buch beantwortet grundlegende Fragen zu CDP, gibt einen Überblick über aktuelle CDPs und identifiziert deren Vorteile und Schwachstellen. Zudem setzt es sich mit unterschiedlichen Entwicklungen im Marketingumfeld auseinander, die starke Treiber für den Einsatz einer Customer-Data-Plattform (CDP) sind. Marketing-Entscheider sowie Verantwortliche aus den Bereichen Online-Marketing und E-Commerce erhalten Tipps, wie die passende CDP ausgewählt und implementiert werden kann. Zudem ist dieses Buch interessant für alle Entscheider, die sich damit beschäftigen, wie sie ihren Konsumenten ein besseres Kauferlebnis bieten können. Dabei geht Jonas Rashedi nicht nur auf die technischen Aspekte ein, sondern beleuchtet auch die organisationsbezogenen Voraussetzungen für die erfolgreiche Implementierung und Verwendung einer CDP. Praxisbeispiele veranschaulichen die Inhalte.This book offers an excellent introduction to the CDP category. I recommend it for anyone trying to understand what CDPs do, whether a CDP is right for their company, and how to select the right CDP.David M. Raab, Gründer und CEO des CDP Institutes