If you are not thinking about customers, you are not thinking. (Ted Levitt)
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Have you ever wanted a complete encyclopaedia of customer care and customer loyalty in one place? Well, this is it! In this handbook, which spans over 600 pages, you will find everything you ever wanted to know about customer management, customer service, customer care, and customer loyalty. It is a fantastic resource for managers, trainers, and everyone else who needs to manage customers. The Welcome Kit shows you exactly how to use this resource, and the powerful index cross-references every topic; the Appendices also include copies of classic articles written by leading authors. Topics range from the practical skills needed by people who deal with customers, to strategies and tactics used by executives to plan for the infrastructure and processes of creating customer loyalty. If you are in the world of customer management, you must have this resource.
The Complete Handbook for Delighting Your Customers is accompanied by a DVD filled with practical information and master copies of many of the contents, such as the surveys and course handouts.
This very practical, step-by-step guide takes you in some detail through the process of measuring customer loyalty in your business. It includes an introductory chapter on why customer satisfaction measurement should be supplemented by other techniques, and includes detailed checklists of how to proceed in each project. Techniques covered include the planning, questionnaire creation, implementation and reporting of customer satisfaction measurement surveys, (live face-to-face, over the telephone, or in anonymous written format,) of phantom customer audits and mystery callers, and special projects to measure customer loyalty. You will also learn how to look at internal metrics, (such as defection rates, complaint tracking, propensity to defect, and willingness to recommend,) to understand customer loyalty. The pack includes dozens of examples of questionnaires, covering letters, checklists, planning worksheets, report structures, and numerous other tools to help you on your way. You will end up with a complete strategy for understanding and communicating customer loyalty in your business.
Most employees hate to deal with complaints and anger, and in this practical handbook, filled with numerous activities, sensible and useful tips, checklists, case studies and examples, you will get exactly what you need to deal with customer problems exceedingly well. You will discover how to turn around unhappy, disappointed and distressed customers, and deal with them in such a way that they become even more loyal than traditional delighted customers. The handbook is designed in a way that it can be used in the traditional manner of books, but can also be used to conduct a training workshop that can last for one or two days. The pack includes a facilitator guide, an hour-long entertaining DVD of Aki Kalliatakis presenting some of the most important concepts, and we will also send you copies of the beautifully designed PowerPoint slides that you can use to conduct training.
Over the years we have read, collected and downloaded all of the most important classic articles and papers written on the topics of customer management, customer care and customer loyalty. In this collection which runs to over 400 pages, you can also have access to these articles. There is a comprehensive index to help you locate the correct sources, and all articles are filed in logical sections.
“People don’t do business with a company, they do business with people who represent that company and can commit its resources and support. And people the world over do business with people they trust and respect.”
Carly Fiorina, Chairman and CEO of The Hewlett Packard Company (Retired)
