Technology and Customer Service
Profitable Relationship Building (NetEffect Series)
Published on 3. June 2004
Book
Paperback/Softback
208 pages
978-0-13-098990-1 (ISBN)
Description
For courses in Technical Customer Service, Marketing, and Sales.
Addressing the use of current technology in building customer loyalty such as call centers, web pages, and customer relationship management (CRM), this easily readable text explains how technology can enhance customer loyalty by exceeding expectations in small but significant ways. Techno-savvy readers will find this text provides a concise review of the mechanics and a liberal dose of application ideas. For those who are less familiar with technology, the material will teach basics needed to develop and sustain customer loyalty.
Addressing the use of current technology in building customer loyalty such as call centers, web pages, and customer relationship management (CRM), this easily readable text explains how technology can enhance customer loyalty by exceeding expectations in small but significant ways. Techno-savvy readers will find this text provides a concise review of the mechanics and a liberal dose of application ideas. For those who are less familiar with technology, the material will teach basics needed to develop and sustain customer loyalty.
Reviews / Votes
"(This book includes a good survey of technology that will impact the industry and customer loyalty. It was well written and very well presented . . . . Easy to understand." Rick C. Farr, Ph.D., Utah Valley State College"This book is informative-it contains lots of "to-do's" and "not-to-do's" . . . tips on how to do it right-not requiring huge technical knowledge-but how to make the right decisions or to evaluate decisions of others . . . ." - Sherron Bienvenue, Ph.D., International Training Consultant
More details
Language
English
Place of publication
United States
Publishing group
Pearson Education (US)
Target group
Professional and scholarly
Dimensions
Height: 233 mm
Width: 178 mm
Thickness: 10 mm
Weight
340 gr
ISBN-13
978-0-13-098990-1 (9780130989901)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Content
I. CUSTOMER LOYALTY AND YOUR SUCCESS.
1. Recognize the Role of Customer Loyalty in Your Success.
II. THE ROLES OF TURNOFFS AND EXPECTATIONS IN CUSTOMER LOYALTY.
2. Understand and Deal with Customer Turnoffs.
3. Exceeding Expectations for Proactive Loyalty-Building.
4. Achieve Loyalty with A-Plus Value and Information.
5. Achieve Loyalty with A-Plus Personality and Convenience.
III. TECHNOLOGY AS LOYALTY-BUILDING ENABLERS.
6. Use Effective Call Centers to Build Customer Loyalty.
7. Offer Help Desks to Build Customer Loyalty.
8. Apply the Power of CRM to Build Customer Loyalty.
9. Design Web Pages That Build Customer Loyalty.
IV. MANAGING CUSTOMER LOYALTY TECHNOLOGY.
10. Anticipate Future Technology Trends to Build Customer Loyalty.
11. Manage People and Technology to Build Customer Loyalty.
1. Recognize the Role of Customer Loyalty in Your Success.
II. THE ROLES OF TURNOFFS AND EXPECTATIONS IN CUSTOMER LOYALTY.
2. Understand and Deal with Customer Turnoffs.
3. Exceeding Expectations for Proactive Loyalty-Building.
4. Achieve Loyalty with A-Plus Value and Information.
5. Achieve Loyalty with A-Plus Personality and Convenience.
III. TECHNOLOGY AS LOYALTY-BUILDING ENABLERS.
6. Use Effective Call Centers to Build Customer Loyalty.
7. Offer Help Desks to Build Customer Loyalty.
8. Apply the Power of CRM to Build Customer Loyalty.
9. Design Web Pages That Build Customer Loyalty.
IV. MANAGING CUSTOMER LOYALTY TECHNOLOGY.
10. Anticipate Future Technology Trends to Build Customer Loyalty.
11. Manage People and Technology to Build Customer Loyalty.