When Customers Think We Don't Care (2nd Edition of Enemy Within) - Softcover

Buchanan, Richard

Softcover

ISBN 10: 0074709305 ISBN 13: 9780074709306

Publisher: McGraw-Hill Education / Australia, 2002

Synopsis

Not since the 'Four Ps' of E.J McCarthy have we seen such a breakthrough in marketing and customer service. Whether you're in business, a not-for-profit organisation or a government department, Richard Buchanan's latest edition of "The Enemy Within, When Customers Think We Don't Care", presents a unique, post-modernist approach to delivering better customer service. Organisations never perish because of competitors, regulators or any other outsider. Organisations self-destruct because of their own actions drive business away. Often there is no reason for employees to want to deliver better customer service. The groundbreaking approach taken by this book is that great customer service will follow when employees can identify what is in it for them. "When Customers Think We Don't Care" redefines what you thought you knew about marketing. It outlines an easily implemented, step-by-step system that addresses all the key areas of an organisation's operations, and it explains in practical terms how to improve then and end actions that self-destruct customer service, companies and jobs.

About this title

Product Description:

When Customers Think We Don't Care

Review:

"Employers rarely have much to fear from outside forces - when any employer fails it is usually because of their own people who drive away the hand that feeds them." -Richard Buchanan

About this edition

• Publisher: McGraw-Hill Education / Australia
• Publication date: 2002
• ISBN 10: 0074709305
• ISBN 13: 9780074709306
• Binding: Paperback
• Edition number: 2
• Number of pages: 256