Start With the Customer: How to Deliver World-class Customer Service - Couverture souple

Cross, Peter; Causon, Jo

Couverture souple

ISBN 10 : 129247145X ISBN 13 : 9781292471457

Editeur : Pearson Business, 2025

Synopsis

This is a book for anyone in the service of customers. In a changing world, where everyone claims to be customer-centric, what does it really take to grow a business with customers back where they belong?

Written by one of the foremost authorities on customer behaviour, Start with the Customer will reframe your understanding of the modern customer, guide you through the forces shaping their behaviour, reveal the golden rules and cardinal sins of service and help you build a world class service culture, fit for whatever you're selling and wherever you're selling it.

'Most business books don't do it for me. This book, however, is different, and here's why: Peter Cross knows his stuff' Mary Portas OBE

'A deeply practical book packed with tips. It can't guarantee success but it does illuminate a mysterious art' Sir Andy Street

'Peter Cross knows customers like no one else and his book is a masterclass in getting inside their heads and refocusing your business on what you find' Lynne Franks OBE

A propos du livre

À propos de l'auteur

Peter Cross is one of the UK's leading authorities on customer behaviour. Previously, he was the Customer Experience Director for John Lewis and Waitrose and Mary Portas' business partner for ten years building a business based on great customer service. He is Vice President of the Institute of Customer Service, a global Ambassador for the Retail Trust, Vice Chairman at the Fragrance Foundation and a regular commentator on TV Radio and print.

À propos de la quatrième de couverture

This is a book for anyone in the service of customers. In a changing world, where everyone claims to be customer-centric, what does it really take to grow a business with customers back where they belong?

Written by one of the foremost authorities on customer behaviour, Start with the Customer will reframe your understanding of the modern customer, guide you through the forces shaping their behaviour, reveal the golden rules and cardinal sins of service and help you build a world class service culture, fit for whatever you're selling and wherever you're selling it.

'Most business books don't do it for me. This book, however, is different, and here's why: Peter Cross knows his stuff' Mary Portas OBE

'A deeply practical book packed with tips. It can't guarantee success but it does illuminate a mysterious art' Sir Andy Street

'Peter Cross knows customers like no one else and his book is a masterclass in getting inside their heads and refocusing your business on what you find' Lynne Franks OBE

Détails de l'édition

• Éditeur: Pearson Business
• Date d'édition: 2025
• Langue: anglais
• ISBN 10: 129247145X
• ISBN 13: 9781292471457
• Reliure: Broché
• Numéro d'édition: 1
• Nombre de pages: 256
• Coordonnées du fabricant: Pearson Benelux BV; productsafety@pearson.com; ; Kabelweg 37; Amsterdam; 1014 BA; Pays-Bas