When Customers Think We Don't Care: ending actions that self-destruct companies, customer service and jobs

 
9780070138636: When Customers Think We Don't Care: ending actions that self-destruct companies, customer service and jobs

Who is the enemy? The enemy is us!

Every organisation is filled with people— owners, managers, workers—who worry about the 'enemies' that could bring about the end of their employment.They anxiously focus on other employers, the government, regulators and countless others, yet despite popular belief, these are not the biggest threats faced by employers.

When Customers Think We Don't Care rewrites everything you thought you knew about marketing and customer service. In its markedly different approach, this book shows you how the demise of every for-profit, not-for-profit and government department that has failed, or ever will fail, is caused not by outsiders, but by their own people who drive away the customers who would otherwise support them.

Fortunately, these same people can prevent this from happening. When Customers Think We Don't Care provides a step-by-step approach to avoiding such self-destruction by every organisation's 'enemy within'. Learn how to keep customers, for your employees' welfare— and yours!

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Product Description:

Whether you're in business, a not-for-profit organisation or a government department, Richard Buchanan's latest edition of 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 them and end actions that self-destruct.

About the Author:

Richard Buchanan is an associate professor of marketing at Massey University in New Zealand and also runs his own consultancy. He has extensive experience in both the private and public sectors, working for multinational corporations, non-profit organisations and charities. His speaking circuit takes him to Australia, New Zealand, Asia, the US, Canada and Britain. His clients include General Motors Holden, AMP Life Insurance, Caltex, Mobil, ICI Pharmaceutical, Hewlett-Packard, Westpac and Suzuki.

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