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| ge answer center phone number: Strategic Customer Management Adrian Payne, Pennie Frow, 2013-03-28 Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field. |
| ge answer center phone number: Customer Connections Robert Edwin Wayland, Paul Michael Cole, 1997 Management consultants in highly successful separate firms, Wayland and Cole collaborate to offer a comprehensive system for putting customer relationships at the center of a business and give managers the tools for implementing customer-based strategies to improve profitability and growth. |
| ge answer center phone number: Computerworld , 1992-01-20 For more than 40 years, Computerworld has been the leading source of technology news and information for IT influencers worldwide. Computerworld's award-winning Web site (Computerworld.com), twice-monthly publication, focused conference series and custom research form the hub of the world's largest global IT media network. |
| ge answer center phone number: Customer Service United States. General Accounting Office, 2000 |
| ge answer center phone number: Achieving Excellence Through Customer Service John Tschohl, 2011-09-22 If you’ve heard and read all you want to know about how bad service is in the world and how important service is to customers and to your bottom line, you may be ready for a little action. After many recent articles and books dealing with the need for quality service, few business managers remain unconvinced. Many, however, remain unequipped to express their commitment in action. The mission of this book is to equip the already convinced to implement the already proved: service is a strategy as powerful as marketing and as potent as a quality product itself in the ongoing effort to realize the full profit potential of a company. This book gives you detailed, step-by-step knowledge that you can use in establishing profitable customer service strategies. The profit-producing capability of an organization derives from impressions made by all employees on the organization’s customers. The means of creating these impressions are the quality and efficacy of the product or service that the employees sell: the quality, accuracy, dependability, and speed of their service — and the warmth of their human relationships with customers. Training and motivation for people who actually deliver service and how-to-do-it implementation instructions are the twin I-beams supporting the substance of this book. They are: The reason this book was written. The features that distinguish this book from other books on service. Among key benefits to readers of this book are: Hands-on ideas, skills, and techniques that can be used immediately. Knowledge about shaping employee attitudes, a powerful competitive force moving a firm toward greater market share, customer loyalty, and profitability. |
| ge answer center phone number: The Call Center Dictionary Madeline Bodin, 2002-01-03 Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss, |
| ge answer center phone number: Your Call Is (Not That) Important to Us Emily Yellin, 2010-08-17 Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants about an industry that seems to grow more inhuman and unhelpful with every phone call we make. And Americans make more than 43 billion customer service calls each year. Whether it's the interminable hold times, the outsourced agents who can't speak English, or the multitude of buttons to press and automated voices to listen to before reaching someone with a measurable pulse -- who hasn't felt exasperated at the abuse, neglect, and wasted time we experience when all we want is help, and maybe a little human kindness? Your Call Is (Not That) Important to Us is journalist Emily Yellin's engaging, funny, and far-reaching exploration of the multibillion-dollar customer service industry and its surprising inner-workings. Yellin reveals the real human beings and often surreal corporate policies lurking behind its aggravating façade. After reading this first-ever investigation of the customer service world, you'll never view your call-center encounters in quite the same way. Since customer service has a role in just about every industry on earth, Yellin travels the country and the world, meeting a wide range of customer service reps, corporate decision makers, industry watchers, and Internet-based consumer activists. She spends time at outsourced call centers for Office Depot in Argentina and Microsoft in Egypt. She gets to know the Mormon wives who answer JetBlue's customer service calls from their homes in Salt Lake City, and listens in on calls from around the globe at a FedEx customer service center in Memphis. She meets with the creators of the yearly Customer Rage Study, customer experience specialists at Credit Suisse in Zurich, the founder and CEO of FedEx, and the CEO of the rising Internet retailer Zappos.com. Yellin finds out which country complains about service the most (Sweden), interviews an actress who provides the voice for automated answering systems at many big corporations, and talks to the people who run a website (GetHuman.com that posts codes for bypassing automated voices and getting to an actual human being at more than five hundred major companies. Yellin weaves her vast reporting into an entertaining narrative that sheds light on the complex forces that create our infuriating experiences. She chronicles how the Internet and global competition are forcing businesses to take their customers' needs more seriously and offers hope from people inside and outside the globalized corporate world fighting to make customer service better for us all. Your Call Is (Not That) Important to Us cuts through corporate jargon and consumer distress to provide an eye-opening and animated account of the way companies treat their customers, how customers treat the people who serve them, and how technology, globalization, class, race, gender, and culture influence these interactions. Frustrated customers, smart executives, and dedicated customer service reps alike will find this lively examination of the crossroads of world commerce -- the point where businesses and their customers meet -- illuminating and essential. |
| ge answer center phone number: Official Gazette of the United States Patent and Trademark Office , 1992 |
| ge answer center phone number: Developing an Information Infrastructure for the Medicare+Choice Program Committee on Choice and Managed Care: Furthering the Knowledge Base to Ensure Public Accountability and Information for Informed Purchasing by and on Behalf of Medicare Beneficiaries, Institute of Medicine, 1999-02-23 On March 4 and 5, 1998, the Institute of Medicine (IOM) Committee on Choice and Managed Care held a 2-day workshop entitled Developing the Information Infrastructure for Medicare Beneficiaries. This workshop was a follow-up to the IOM report entitled Improving the Medicare Market: Adding Choice and Protections. The workshop focused on the Medicare provisions in the Balanced Budget Act of 1997, which mandate that the Health Care Financing Administration (HCFA) develop a nationally coordinated education and publicity campaign in 1998 and move Medicare beneficiaries to an open-season enrollment process by the year 2002. |
| ge answer center phone number: The Knowledge-Creating Company Ikujiro Nonaka, Hirotaka Takeuchi, 1995-05-18 How have Japanese companies become world leaders in the automotive and electronics industries, among others? What is the secret of their success? Two leading Japanese business experts, Ikujiro Nonaka and Hirotaka Takeuchi, are the first to tie the success of Japanese companies to their ability to create new knowledge and use it to produce successful products and technologies. In The Knowledge-Creating Company, Nonaka and Takeuchi provide an inside look at how Japanese companies go about creating this new knowledge organizationally. The authors point out that there are two types of knowledge: explicit knowledge, contained in manuals and procedures, and tacit knowledge, learned only by experience, and communicated only indirectly, through metaphor and analogy. U.S. managers focus on explicit knowledge. The Japanese, on the other hand, focus on tacit knowledge. And this, the authors argue, is the key to their success--the Japanese have learned how to transform tacit into explicit knowledge. To explain how this is done--and illuminate Japanese business practices as they do so--the authors range from Greek philosophy to Zen Buddhism, from classical economists to modern management gurus, illustrating the theory of organizational knowledge creation with case studies drawn from such firms as Honda, Canon, Matsushita, NEC, Nissan, 3M, GE, and even the U.S. Marines. For instance, using Matsushita's development of the Home Bakery (the world's first fully automated bread-baking machine for home use), they show how tacit knowledge can be converted to explicit knowledge: when the designers couldn't perfect the dough kneading mechanism, a software programmer apprenticed herself with the master baker at Osaka International Hotel, gained a tacit understanding of kneading, and then conveyed this information to the engineers. In addition, the authors show that, to create knowledge, the best management style is neither top-down nor bottom-up, but rather what they call middle-up-down, in which the middle managers form a bridge between the ideals of top management and the chaotic realities of the frontline. As we make the turn into the 21st century, a new society is emerging. Peter Drucker calls it the knowledge society, one that is drastically different from the industrial society, and one in which acquiring and applying knowledge will become key competitive factors. Nonaka and Takeuchi go a step further, arguing that creating knowledge will become the key to sustaining a competitive advantage in the future. Because the competitive environment and customer preferences changes constantly, knowledge perishes quickly. With The Knowledge-Creating Company, managers have at their fingertips years of insight from Japanese firms that reveal how to create knowledge continuously, and how to exploit it to make successful new products, services, and systems. |
| ge answer center phone number: CIO , 1993-08 |
| ge answer center phone number: Strategic Customer Service John A. GOODMAN, 2009-05-13 The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line. |
| ge answer center phone number: PC Mag , 1986-11-11 PCMag.com is a leading authority on technology, delivering Labs-based, independent reviews of the latest products and services. Our expert industry analysis and practical solutions help you make better buying decisions and get more from technology. |
| ge answer center phone number: Mechanix Illustrated , 1984 |
| ge answer center phone number: IRS Management Quality Improvement Programs and Taxpayer Services United States. Congress. Senate. Committee on Finance. Subcommittee on Private Retirement Plans and Oversight of the Internal Revenue Service, 1989 |
| ge answer center phone number: Consumer's Resource Handbook, 1996 DIANE Publishing Company, 1996-07 Includes: corporate consumer contacts; better business bureaus; trade association & other dispute resolution programs; state, county & city government consumer offices; selected federal agencies; military commissary & exchange contacts; media programs; occupational & professional licensing boards; legal help; consumer credit counseling services; consumer groups & much more. Especially helpful for consumer complaints or problems |
| ge answer center phone number: Consumer's Resource Handbook , 1998 |
| ge answer center phone number: Emotional Value Janelle Barlow, Dianna Maul, 2000-04 Combining strategic advice with wisdom found in books such as Daniel Goleman's Working with Emotional Intelligence, two international management consultants outline ways in which businesses can elevate levels of satisfaction. |
| ge answer center phone number: The Customer is Boss John Tschohl, 1993 If all that's been written about customer service in recent years is true, then why don't businesses provide good service on a consistent basis? Tschohl contends the reason is because not enough customers demand it on a consistent basis. His practical advice and guidelines will show consumers how to effectively challenge bad customer service and gain satisfaction in dealing with all types of service providers, including airlines, retailers, and restaurants. (Best Sellers Publishing) |
| ge answer center phone number: Consumer's Resource Handbook, 1992 Diane Publishing Company, 1993-12 Includes: corporate consumer contacts; better business bureaus; trade association & other dispute resolution programs; state, county & city government consumer offices; selected federal agencies; military commissary & exchange contacts; media programs; occupational & professional licensing boards; legal help; consumer credit counseling services; consumer groups & much more. Especially helpful for consumer complaints or problems |
| ge answer center phone number: New York Magazine , 1983-12-26 New York magazine was born in 1968 after a run as an insert of the New York Herald Tribune and quickly made a place for itself as the trusted resource for readers across the country. With award-winning writing and photography covering everything from politics and food to theater and fashion, the magazine's consistent mission has been to reflect back to its audience the energy and excitement of the city itself, while celebrating New York as both a place and an idea. |
| ge answer center phone number: New York Magazine , 1983-12-12 New York magazine was born in 1968 after a run as an insert of the New York Herald Tribune and quickly made a place for itself as the trusted resource for readers across the country. With award-winning writing and photography covering everything from politics and food to theater and fashion, the magazine's consistent mission has been to reflect back to its audience the energy and excitement of the city itself, while celebrating New York as both a place and an idea. |
| ge answer center phone number: New York Magazine , 1983-11-07 New York magazine was born in 1968 after a run as an insert of the New York Herald Tribune and quickly made a place for itself as the trusted resource for readers across the country. With award-winning writing and photography covering everything from politics and food to theater and fashion, the magazine's consistent mission has been to reflect back to its audience the energy and excitement of the city itself, while celebrating New York as both a place and an idea. |
| ge answer center phone number: CIO , 1998-06-01 |
| ge answer center phone number: Management Information Systems James A. O'Brien, 1993 |
| ge answer center phone number: Searching for a Participants' Bill of Rights Under ERISA United States. Congress. House. Select Committee on Aging. Subcommittee on Retirement Income and Employment, 1993 |
| ge answer center phone number: New York Magazine , 1983-11-28 New York magazine was born in 1968 after a run as an insert of the New York Herald Tribune and quickly made a place for itself as the trusted resource for readers across the country. With award-winning writing and photography covering everything from politics and food to theater and fashion, the magazine's consistent mission has been to reflect back to its audience the energy and excitement of the city itself, while celebrating New York as both a place and an idea. |
| ge answer center phone number: The Guerrilla Marketing Handbook Jay Conrad Levinson, Seth Godin, 1994 Marketing strategy for maximum return, for large & small businesses. |
| ge answer center phone number: Consumer's Resource Handbook U.S. Office of Consumer Affairs, 1988 |
| ge answer center phone number: Common Sense Government Al Gore, Albert Gore, Jr, 1998-12 |
| ge answer center phone number: Common Sense Government National Performance Review (U.S.), Al Gore, 1995 |
| ge answer center phone number: Computerworld , 1992-01-20 For more than 40 years, Computerworld has been the leading source of technology news and information for IT influencers worldwide. Computerworld's award-winning Web site (Computerworld.com), twice-monthly publication, focused conference series and custom research form the hub of the world's largest global IT media network. |
| ge answer center phone number: Popular Science , 1983-11 Popular Science gives our readers the information and tools to improve their technology and their world. The core belief that Popular Science and our readers share: The future is going to be better, and science and technology are the driving forces that will help make it better. |
| ge answer center phone number: I/S Analyzer , 1990 |
| ge answer center phone number: Kentucky, Land of Tomorrow Thomas H. Appleton, Melba Porter Hay, James C. Klotter, 1998-01-01 Published by the Kentucky Historical Society and distributed by the University Press of Kentucky The history and beauty of the Bluegrass State come alive in words and pictures, as this volume chronicles the Kentucky experience in all its variety. Rare black-and white historic images combine with more than two hundred modern color photographs to complement a narrative written by some of the commonwealth's most celebrated wordsmiths: Thomas D. Clark, George Ella Lyon, John Ed Pearce, Gerald L. Smith, Michal Smith-Mello, and Michael T. Childress. Photographs by Dan Dry of Louisville, Kentucky. excerpt: Where are you from? Kentucky, I say. I'm from a place where people still stop for funerals, where they know who your grandmother was, where they tell stories at Corn Island at the state park at the dinner table where they pass on their youngest's outgrown clothes and bring a casserole as soon as someone dies. --George Ella Lyon |
| ge answer center phone number: Cases in Call Center Management Richard Feinberg, Ko de Ruyter, Lynne Bennington, 2005 Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication. |
| ge answer center phone number: Consumer's Resource Handbook Leslie L. Byrne, 1997-05 Offers information & advice to help consumers gain knowledge about their rights & about how to make the right choices. Includes: corporate consumer contacts; better business bureaus; trade association & other dispute resolution programs; state, county & city government consumer offices; selected federal agencies; military commissary & exchange contacts; media programs; occupational & professional licensing boards; legal help; consumer credit counseling services; consumer groups & much more. Especially helpful for consumer complaints or problems. |
| ge answer center phone number: Customer Care Excellence Sarah Cook, 2010-11-03 Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement. |
| ge answer center phone number: World Wide Web Marketing Jim Sterne, 2002-04-08 Here it is! The bestselling guide to online marketing is now back in a new expanded edition. Popular speaker and author Jim Sterne updates all information, providing marketing and advertising professionals with the ultimate how-to guide to succeed in today's hyper-competitive online world. Taking the same practical and detailed approach that has made his book an industry classic, Sterne shows how to apply classic marketing strategies to the latest technologies and explores the Web's impact on the way we do business. Readers will find expert guidance on how to take advantage of hot new technologies and Web marketing tools that have emerged since the Second Edition was published, including: Interactivity Affiliate marketing Using B2B technology to sell through resellers Wireless marketing eMetrics, or how to measure online marketing strategies Data mining techniques |
| ge answer center phone number: Made From Scratch Kent Taylor, 2021-08-24 * An Instant Wall Street Journal Bestseller * From founder Kent Taylor, the incredible made-from-scratch success story of Texas Roadhouse. In Made From Scratch, the late business maverick Kent Taylor tells the legendary story of Texas Roadhouse and in the process reveals its recipe for success: embracing unorthodox business practices. Because isn’t it a little unusual for a company to do almost no advertising? Is it wild to give away free peanuts and rolls and keep prices low, even as costs rise, or to keep the menu basically the same since it opened? Does it fly in the face of reason to prohibit coats and ties at headquarters and to have a CEO who dressed like he was part of the landscaping crew? These business practices might be unconventional, but for Kent and Texas Roadhouse, they worked. What Kent and his Roadies cooked up is an island of misfits who are cool with being different. They love to have fun, but are serious about following meticulous recipes to serve up hand-cut steaks, fall-off-the-bone ribs, made-from-scratch sides, ice-cold beer, and irresistible fresh-baked bread. It’s Legendary Food, Legendary Service, the Texas Roadhouse way. To show how this company became a staple of American dining and survived a once-in-a-lifetime pandemic, Kent took a trip back in time to offer the lessons learned from his pathbreaking life, revealing how a distracted kid from Louisville, Kentucky, created anything worthwhile at all. |
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