Creating Customer Connections: How to Make Customer Service a Profit Center for Your Company (Taking Control Series)

Creating Customer Connections: How To Make Customer Service A Profit Center For Your Company shows how to define your corporate character and image so that what you say and how you say it matches what you do and how you do it. With Creating Customer Connections you can channel spontaneity and creativity into productive customer service and sales support outlets, use technology and new media to link your company and marketplace, prioritize results so that customer service people are always working on the best sale first, integrate sales and customer service operations so that they encourage repeat business, and combine public relations and advertising with customer services to create a cost effective, measurable marketing effort. Creating Customer Connections is "must" reading for anyone just starting out in an entrepreneurial venture or is a seasoned corporate manager. -- Midwest Book Review Martin Bury, after a 40-­year career as an automobile dealer, described his experiences in the book "The Automobile Dealer." Analyzing lost customers, Bury arrived at some statistics that could open the eyes of a marketer or customer service person from any industry. Over a four-­year period, here are the reasons businesses lose their customers: one percent will die; three percent will move out of the area; five percent will be lured away by other salespeople; nine percent will be lured away by lower prices; fourteen percent will leave because of unresolved complaints; sixty-­eight percent will leave because of poor service, discourteous treatment or indifference. The moral to these statistics: providing courteous, helpful service can cut client losses by more than two­thirds. But good customer service is not good enough. Customer satisfaction is not--by itself--enough. Success in business requires an integrated marketing and communication approach that will result in the cultivation of a nexus between a company and its customers. This book is written to help you build that nexus between your company and your customers Martin Bury, after a 40-Ưyear career as an automobile dealer, described his experiences in the book "The Automobile Dealer." Analyzing lost customers, Bury arrived at some statistics that could open the eyes of a marketer or customer service person from any industry. Over a four-Ưyear period, here are the reasons businesses lose their customers: one percent will die; three percent will move out of the area; five percent will be lured away by other salespeople; nine percent will be lured away by lower prices; fourteen percent will leave because of unresolved complaints; sixty-Ưeight percent will leave because of poor service, discourteous treatment or indifference. The moral to these statistics: providing courteous, helpful service can cut client losses by more than twoƯthirds. But good customer service is not good enough. Customer satisfaction is not--by itself--enough. Success in business requires an integrated marketing and communication approach that will result in the cultivation of a nexus between a company and its customers. This book is written to help you build that nexus between your company and your customers This book offers businesses a practical guide to improving their customer service functions—whether that entails a bank of representatives or a couple of partners answering their own phones. Author Jack Burke points out that, as important as customer service is, it’s often overlooked by smaller companies. Drawing on more than 20 years in the customer-contact field, he provides case studies and interviews.Burke is the president of Sound Marketing, Inc., a Missouri-based firm specializing in customer service and communications consulting. He works with companies to improve the quality of their customer contact, particularly via telemarketing and direct mail promotions. You might have heard Jack on NPR or seen his tapes and books at conventions or trade shows. He’s worked with IMMS, The Big I and other insurance industry trade groups to help agents sell effectively. Creating Customer Connections applies this breadth of experience to the common theme of making customers happy. This book offers business people a practical guide to improving their customer service functions-whether that entails a bank of representatives or a couple of partners answering their own phones. Jack Burke points out that, as important as customer service is, it's a discipline that's often overlooked by smaller companies. Drawing on more than 20 years of doing business in the customer-contact field, he provides excellent case studies and interviews.

A grass-roots approach to implementing a client link or nexus in customer service, eventually turning customers into repeat clients. Part of Merritt's Taking Control Series.

In the forests of South America exists an isolated, pre-Columbian civilization known as the Kogi.