When Customers Think We Don't Care: Ending Actions That Self-Destruct Companies, Customer Service and Jobs - Couverture souple

Buchanan, Richard

Couverture souple

ISBN 10 : 0074709305 ISBN 13 : 9780074709306

Editeur : McGraw-Hill Professional, 2002

Synopsis

Not since the 'Four Ps' of E.J McCarthy have we seen such a breakthrough in marketing and customer service. Whether you're in business, a not-for-profit organisation or a government department, Richard Buchanan's latest edition of "The Enemy Within, When Customers Think We Don't Care", presents a unique, post-modernist approach to delivering better customer service. Organisations never perish because of competitors, regulators or any other outsider. Organisations self-destruct because of their own actions drive business away. Often there is no reason for employees to want to deliver better customer service. The groundbreaking approach taken by this book is that great customer service will follow when employees can identify what is in it for them. "When Customers Think We Don't Care" redefines what you thought you knew about marketing. It outlines an easily implemented, step-by-step system that addresses all the key areas of an organisation's operations, and it explains in practical terms how to improve then and end actions that self-destruct customer service, companies and jobs.

A propos du livre

À propos de l?auteur

Richard Buchanan is an associate professor of marketing at Massey University in New Zealand and also runs his own consultancy. He has extensive experience in both the private and public sectors, working for multinational corporations, non-profit organisations and charities. His speaking circuit takes him to Australia, New Zealand, Asia, the US, Canada and Britain. His clients include General Motors Holden, AMP Life Insurance, Caltex, Mobil, ICI Pharmaceutical, Hewlett-Packard, Westpac and Suzuki.

Détails de l'édition

• Éditeur: McGraw-Hill Professional
• Date d'édition: 2002
• Langue: anglais
• ISBN 10: 0074709305
• ISBN 13: 9780074709306
• Reliure: Broché
• Numéro d'édition: 2
• Nombre de pages: 256
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible