When Customers Think we Don't Care

Ending Actions that Self-Destruct Companies, Customer Service and Jobs

Richard W. Buchanan

288 pages, parution le 11/03/2002

Ajouter à une liste

Indisponible

Résumé

This upbeat, strategic business book is about how to gain a competitive edge by identifying the faults in and improving the internal workings of a customer service oriented company. The book outlines an easily implemented, step by step system that addresses all the key areas of a company¿s operations and explains in practical terms how to improve them strategically and end the actions that self destruct companies, customer service and jobs.

The author is animated and passionate about his subject and this shows through in this approach and writing. He uses humour and a snappy, to-the-point style that captures and maintains the reader's attention with part headings such as : Turning Cultures that Can't Into Cultures That Care, Straightening Out Marketing, and Clearing Out Self-Destructive Barriers.

Combined with a personalised manner and lots of tips and hints, the book is an easy cover to cover read that can also work just as well as an easy reference to be dipped into when required.

Despite the deceptive title and cover of the first edition, this book has shown steady sales over the years. We are relaunching this second edition under a new revised title with substantially updated material and a fresh post-modernist marketing approach.

Contents

Preface

Part 1 : Turning cultures that can't into cultures that care
Part 2 : Straightening out marketing
Part 3 : Clearing out self-destructive barriers

Appendix
About the author

Caractéristiques techniques

	PAPIER
Éditeur(s)	Mc Graw Hill
Auteur(s)	Richard W. Buchanan
Parution	11/03/2002
Nb. de pages	288
Format	14,5 x 21
Couverture	Broché
Poids	375g
Intérieur	Noir et Blanc
EAN13	9780074709306
ISBN13	978-0-07-470930-6