Customer winback how to recapture lost customers and keep them loyal /
The customer advocate and the customer saboteur : linking social word-of-mouth, brand impression, and stakeholder behavior /
Igniting customer connections : fire up your company's growth by multiplying customer experience & engagement /
Superior customer satisfaction and loyalty : engaging customers to drive performance /
Customer loyalty programmes and clubs
Secret service hidden systems that deliver unforgettable customer service /
What's the secret? to providing a world-class customer experience /
Beyond the ultimate question : a systematic approach to improve customer loyalty /
Eliminate customer turnoffs /
Exceed customer expectations /
Exceptional service, exceptional profit the secrets of building a five-star customer service organization /
Researching customer satisfaction & loyalty how to find out what people really think /
Effective teamwork /
Brand real how smart companies live their brand promise and inspire fierce customer loyalty /
Brand advocates turning enthusiastic customers into a powerful marketing force /
How to win friends and influence profits the art of winning more business from your clients /
Managing conflict at work : the art of communication /
The wallet allocation rule : winning the battle for share /
Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations /
Loyalty schemes in retailing : a comparison of stand-alone and multi-partner programs /
When customers talk --turn what they tell you into sales /
QUIS 9
QUIS 9 symposium service excellence in management /
Customer service training 101 quick and easy techniques that get great results /
Creating value with customers
Service quality an Emerald guide.
Why service stinks ... and exactly what to do about it
Assessing financial access in Brazil
Cultural perspectives on services marketing
Wake up your call center how to be a better call center agent /
S1 Consumer Suite for z/OS installation guide
The real-time contact center
Corporate and customer communications an Emerald guide.
Class acts service and inequality in luxury hotels /
Strategic customer service managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits /
Branded customer service the new competitive edge /
Delivering knock your socks off service
High tech, high touch library customer service through technology /
Journal of services marketing.
Customers inside, customers outside : designing and succeeding with enterprise customer-centricity concepts, practices, and applications /