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

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9780074709306: When Customers Think We Don't Care (2nd Edition of Enemy Within)

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.

"synopsis" may belong to another edition of this title.

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

From the Publisher:

? Established title with following of readers.
? 1e translated into German, Chinese and Spanish
? This edition incorporates the new concept of post-modernist marketing
? Author has been in the past, and will continue to be, instrumental in generating sales.
? Despite the abundance of books on customer service, this title has achieved reasonably good sales, which should be improved on after relaunch.

"About this title" may belong to another edition of this title.

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Buchanan, Richard W.
Published by McGraw-Hill Companies (2001)
ISBN 10: 0074709305 ISBN 13: 9780074709306
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Buchanan, Richard W.
Published by McGraw-Hill Companies (2001)
ISBN 10: 0074709305 ISBN 13: 9780074709306
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