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(0)Janelle Barlow
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Description
Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences. Janelle Barlow and Dianna Maul, with more than forty years combined experience...
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Smart Videoconferencing is the first book to show people how to participate effectively in videoconferences, rather than just how to set them up. The authors show that just like traditional meetings, mastering a few tricks and simple skills can mean the difference between a successful videoconference and an unsuccessful one.
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Description
The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.
The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market...
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