Random House New Releases - Business & Economics - Customer Service - Between May 23, 2012 and June 22, 2013.

Driving Loyalty by Kirk Kazanjian

2013-04-23T00:30:00-05:00

Driving Loyalty Turning Every Customer and Employee into a Raving Fan for Your Brand
Written by Kirk Kazanjian

Must-reading for every manager, entrepreneur, corporate executive, and anyone looking to increase customer satisfaction, boost employee engagement, and significantly enhance the bottom line.

In order to build a successful company today, you must create an unbreakable bond of loyalty between your customers and employees. Few have done this better than Enterprise Holdings, owner of the Enterprise, National, and Alamo rental car brands.

While Enterprise has long been known for offering excellent customer service, it faced a huge challenge after buying National and Alamo in 2007. Among other things, it had to integrate different cultures, manage a varied workforce, and meet the needs of a much larger and highly divergent customer base.

In Driving Loyalty, you’ll get an inside look at how Enterprise began operating these three distinct brands in a way that ultimately led to rising profitability and some of the highest customer and employee satisfaction scores in the industry. You’ll also discover how other thriving companies—from JetBlue and Starbucks to Costco and even Chobani Yogurt—use similar techniques to outsmart the competition and turn customers and employees into raving fans.

Driving Loyalty provides a blueprint that businesses of all types can use to deliver exceptional customer service, create a high-performing work environment, build strong brands, instill loyalty, market effectively online and off, and, in turn, power overall performance.

In the pages of Driving Loyalty, you'll learn:

- Specific strategies for offering exceptional service that will help to increase sales and grow your business.
- Principles for developing engaged, high-performing teams
- Why the rules of brand building differ based on your target audience
- How to effectively leverage social media to better connect with your customers and employees
- Why forming strong partnerships can take your company--and your career--to the next level
- And much more

Driving Loyalty by Kirk Kazanjian

2013-04-23T00:30:00-05:00

Driving Loyalty Turning Every Customer and Employee into a Raving Fan for Your Brand
Written by Kirk Kazanjian

The Customer Rules by Lee Cockerell

2013-03-05T00:30:00-05:00

The Customer Rules The 39 Essential Rules for Delivering Sensational Service
Written by Lee Cockerell

The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business – any business - depends upon winning and keeping customers.

In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example:

Rule #1: Customer Service Is Not a Department
Rule #3: Great Service Follows the Laws of Gravity
Rule #5: Ask Yourself "What Would Mom Do?"
Rule #19: Be a Copycat
Rule #25. Treat Every Customer like a Regular
Rule #39: Don’t Try Too Hard

As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers

Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.

The Customer Rules by Lee Cockerell

2013-03-05T00:30:00-05:00

The Customer Rules The 39 Essential Rules for Delivering Sensational Service
Written by Lee Cockerell

From the Hardcover edition.

The Customer Rules by Lee Cockerell

2013-03-05T00:30:00-05:00

The Customer Rules The 39 Essential Rules for Delivering Sensational Service
Written by Lee Cockerell
Read by Lee Cockerell

From the Hardcover edition.

Random House New Releases - Business & Economics - Customer Service - Between May 23, 2012 and June 22, 2013.

Driving Loyalty by Kirk Kazanjian

Driving Loyalty Turning Every Customer and Employee into a Raving Fan for Your BrandWritten by Kirk Kazanjian

Driving Loyalty by Kirk Kazanjian

Driving Loyalty Turning Every Customer and Employee into a Raving Fan for Your BrandWritten by Kirk Kazanjian

The Customer Rules by Lee Cockerell

The Customer Rules The 39 Essential Rules for Delivering Sensational ServiceWritten by Lee Cockerell

The Customer Rules by Lee Cockerell

The Customer Rules The 39 Essential Rules for Delivering Sensational ServiceWritten by Lee Cockerell

The Customer Rules by Lee Cockerell

The Customer Rules The 39 Essential Rules for Delivering Sensational ServiceWritten by Lee Cockerell Read by Lee Cockerell

Driving Loyalty Turning Every Customer and Employee into a Raving Fan for Your Brand
Written by Kirk Kazanjian

Driving Loyalty Turning Every Customer and Employee into a Raving Fan for Your Brand
Written by Kirk Kazanjian

The Customer Rules The 39 Essential Rules for Delivering Sensational Service
Written by Lee Cockerell

The Customer Rules The 39 Essential Rules for Delivering Sensational Service
Written by Lee Cockerell

The Customer Rules The 39 Essential Rules for Delivering Sensational Service
Written by Lee Cockerell
Read by Lee Cockerell