Customer Experience Management
Het lijkt een toverwoord. Het gaat om de beleving, de ervaring van een klant. Deze boeken helpen om iets softs als een gevoel toch concreet te maken. Hoe kan je je strategie aanpassen om de emotie van de klant te beïnvloeden? En heeft dat dan ook echt resultaat?
VERWACHTING
van klanten
kan je STUREN om een optimale
BELEVING te creëren
Callcenter boeken
From the author of the Wall Street Journal , USA Today , and BusinessWeek bestseller, The Starbucks Experience : leadership lessons from the company that turned customer service into an art form. The Ritz-Carlton Hotel Company. The name says it all. When it comes to quality, style, and unsurpassed service, this international company has set the gold standard for delivering the highest level of customer experience - which companies in all industries strive to meet. Now, for the first time, this world-class luxury hotel group has given bestselling author Joseph Michelli unprecedented access to their executives, staff, and award-winning Leadership Center training facilities. You'll discover the five key principles behind The Ritz-Carlton Hotel Company's unparalleled success and customer service innovations for which they are famous. For executives and managers at all levels, this book is pure gold.
What's the Secrets? gives you an inside look at the world-class customer service strategies at today's some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.
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