Item type | Location | Call number | Status | Date due | Barcode | Item holds |
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Book |
Lee Yan Fong Library
Library Collection
Lee Yan Fong Library |
HF5415.5 T46 2013 (Browse shelf) | Available | 00008696 |
HF5415.5 S5194 2011 Customer service : | HF5415.5 S6219 2012 High-tech, high-touch customer service : | HF5415.5 S78 2012 Customer relationship management using business intelligence. | HF5415.5 T46 2013 Anticipate : | HF5415.5 T65 2013 Service failure : | HF5415.5 V375 2013 Practical zendesk administration : | HF5415.5 W385 2013 The ten principles behind great customer experiences / |
Includes bibliographical references and index.
Strategy: creating and destroying customer value -- Doing the right things for the wrong reasons -- Not all customers are good customers -- When customers speak who hears them? -- Input is vital but involvement multiplies the value -- It takes two to be engaged -- Customer focus is a process, not an event -- Culture, the soft stuff is the hard stuff -- Managing change, performance & talent -- Leveraging your culture and value chain.