Truth, Lies and Advertising : The Art of Account Planning

Book Description

"Account planning exists for the sole purpose of creating advertising that truly connects with consumers. While many in the industry are still dissecting consumer behavior, extrapolating demographic trends, developing complex behavioral models, and measuring Pavlovian salivary responses, Steel advocates an approach to consumer research that is based on simplicity, common sense, and creativity--an approach that gains access to consumers' hearts and minds, develops ongoing relationships with them, and, most important, embraces them as partners in the process of developing and advertising.

A witty, erudite raconteur and teacher, Steel describes how successful account planners work in partnership with clients, consumer, and agency creatives. He criticizes research practices that, far from creating relationships, drive a wedge between agencies and the people they aim to persuade; he suggests new ways of approaching research to cut through the BS and get people to show their true selves; and he shows how the right research, when translated into a motivating and inspiring brief, can be the catalyst for great creative ideas. He draws upon his own experiences and those of colleagues in the United States and abroad to illustrate those points, and includes examples of some of the most successful campaigns in recent years, including Polaroid, Norwegian Cruise Line, Porsche, Isuzu, "got milk?" and others.

The message of this book is that well-thought-out account planning results in better, more effective marketing and advertising for both agencies and clients. And also makes an evening in front of the television easier to bear for the population at large."

Customer Reviews:

Excellent book, concise and insightful........2007-02-15

Really, I suppose, the type of book a planner should write.

It is a great introduction to what a planner is and does. A good textbook for anyone involved in advertising or dealing with ad agencies. A brilliant "manual" for planners.

The best planning book I've read to date.......2007-01-12

There is a huge shortage of good account planning books. This effort by Jon Steele makes up for it. He is a man passionate about advertising (that's evident throughout the book) and very good at it too.

Jon covers the theoretical and practical aspects of account planning thoroughly and provides insights and advice for planners at all levels, account management staff, creative staff and clients.

Reading this book will show you how to improve the quality of your advertising product. It has certainly helped me do that at the agency I work for in New Zealand. One of the best buys I've made on Amazon.

Perfect.......2006-11-15

Perfect! The book is absolutely AWESOME! A nice way of teaching a lesson about advertising!

Excellent Introduction But Too Consumer Focussed.......2005-01-07

Without a doubt, this is the difinitive book on the art of account planning. Having been an account planner myself, I can assure you that no other book comes close in terms of providing 1) an overview of the discipline 2) a realistic account of how planning functions in everday situations within the agency 3) is done in an extremely readable and clear format unlike many other advertising strategy/research books which are more strategic textbook. Steel's book reads like a biography which is a testiment to his skill as a writer and as a planner.

However, I do have a few issues with this book in that it places too much emphasis on the power of the consumer in the planning process. I have known many non-planners who have read this book and come away with the idea that everything the consumer says and does is the word of God and planning is nothing more than a glorified consumer tape recorder. This in turn makes the planner's job more difficult in some respects as they in turn must justify all of their work with,"the consumer said this." Often, agency personal new to planning desperately want to strictly classify this multi-faceted discipline and often put it in in a smaller box (consumer) than it is suited for (incidentally, this often says something about the quality or lack thereof of those who you are working with).

The reality (for me anyway) is that account planning encompases many different skills and functions of which listening and interpreting what the consumer says is just one. Consumers are only a rear view mirror in that they can tell you what happened in the past but cannot predict the future. They are also extremely literal and what they say is not always what they mean or feel which is why instinct (a dirty word in many advertising circles) is so essential. Many great brands and briefs utliize a strong point of view rather than direct and literal consumer insight which is counter to the case studies that Steel uses to explain the 'planning process.'

Overall, this is an excellent 'introduction' into account planning. In a sense, the dilema that this book creates though, is also why planning is such a wonderful discipline. A planner's job cannot be easily classified in a sentence because there are so many diverse skills required of a first-rate planner.

HighlyRecommended!.......2004-06-04

Successful ad campaigns are not linear developments where a business need meshes straightforwardly with an effective creative approach and actually produces successful tangible results. Instead, building memorable, provocative advertising campaigns is such a complex, political task, both rational and emotional, that a successful campaign is a wonder. Veteran advertising expert Jon Steel contends that building a good campaign is the common sense responsibility of the account planner - the new nexus of the consumer, agency creative staff, client and researchers. Steel shows the pitfalls of misguided research and creative arrogance as he explains that a good business-oriented account planner can help produce wonderfully effective, often simple, ad campaigns. His witty, erudite book concludes with its best case study: a look inside the successful "Got Milk" campaign for the California milk industry. We recommend this book to those who buy and sell advertising and to anyone working at an ad agency.

The Executive Guide to Call Center Metrics

Average customer rating:

Required Reading For All Call Center Managers
Bringing Call Centers Into The 21st Century
Excellent Book
A book about metrics & statistics but not about call center
A Wakeup Call

The Executive Guide to Call Center Metrics
James C. Abbott
Manufacturer: Robert Houston Smith Publishers
ProductGroup: Book
Binding: Paperback

Statistics | Economics | Business & Investing | Subjects | Books

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Call Center Forecasting and Scheduling : The Best of Call Center Management Review
Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff
Call Center Staffing: The Complete, Practical Guide to Workforce Management
Call Centers For Dummies (For Dummies (Computer/Tech))
Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy

ASIN: 1887355081

Book Description

As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics.

Customer Reviews:

Required Reading For All Call Center Managers.......2006-01-23

James Abbott has produced a handbook that is required reading for all Call Center Managers. It provides a step-by-step method for metrics creation and why improvement is not possible unless you can measure Call Center activity.

This book must be on every employees desk in the Call Center and the Metrics should be based on this book. The books 11 chapters are easy to read and understand. James clearly outlines the reasons why metrics must be real time and the benefit in performance associated with this method.

You should read this book, as I did, just to understand how implementation of this methodology will cut costs and improve customer satisfaction.

John Washburn
Colorado

Bringing Call Centers Into The 21st Century.......2005-12-01

From the introduction this book explains how metrics must be more than just numbers or report cards. They are proactive tools to get much more out of your call center. The book then sets out ways to create powerful metrics that lead to winning decisions for your center.
Chapter One: Having It All
The first chapter looks at why modern metrics are required in centers with numerous monitors. Old ways of thinking will not do. Everyday, real world examples are given to highlight critical metric sources. These are a must in balacing wait time, cost and performance.
Chapter Two: Call Center Metrics
This chapter begins with Abbott's signature approach to decision making and and the discussion of mstrics that compliment this approach. He introduces the unique Dependency Diagram and metric blueprint. On page 38 he lists six key proactive metrics.
Chapter Three: Monitoring Metrics
Chapter three makes cetain you are uaing clear thinking when monitoring your meticws. Again, real world examples and critical statistics are used to help you have a clear look at your center.
Chapter Four: Metric Dashboard
Using building blocks already mentioned this chapter begins putting together a call center dashboard. Who does what? How do we set it up? What is my part?
Chapter Five and Six: Tactical Decisions and Metrics
How do we know when real change has happened? What are the "alarms" to look for when monitoring the call center. We see how to read and use tactical metrics to avoid problems and run effective centers.
Chapters Seven, Eight, Nine, Ten: Strategic Decisions & Metrics
These chapters explain the strategic aspects of running your call center. They help you develop the strategic eye needed to bring your call center into the 21st century.

The book ends with a review of benefits that come from the effective use of metrics and how that is achieved. If you have the difficult responaibility of runing a call center, you need this book.

Excellent Book.......2005-11-11

I purchased this book as I am a director of a Call Center Unit. This book was very informative and had a lot to offer. Great books for excutives in the call center business! The book is written in a easy to read format with lots of great examples!

A book about metrics & statistics but not about call center.......2005-07-03

Based on the title I was expecting a lot about call center specific metrics. This is not the case. The focus is on statistics and metrics for tactical purpose (Quality Control Chart) and strategic view (Distribution, standard deviation). If you are familar with QC charts and statistics then the book does not have to offer a lot. For call center metrics it mentions only a few examples like abandonment rate or wait time in some sample. I was looking for an exhaustive list of call center metrics.

A Wakeup Call.......2004-07-15

"Abbott's book is a much-needed wakeup call. In order to compete, managers must use scientific methods, not gut feelings or hocus pocus. This book is back to basics--what needs to be monitored, why you need to monitor it, and who should make which decisions."

The Art of Selling to the Affluent: How to Attract, Service, and Retain Wealthy Customers & Clients for Life

Average customer rating:

Fine , but not so precise
Matt nailed it!
Wonderfully written...A must read book for all involved in selling.
Best Book on Affluent Selling to Date
Insightful!

The Art of Selling to the Affluent: How to Attract, Service, and Retain Wealthy Customers & Clients for Life
Matt Oechsli
Manufacturer: Wiley
ProductGroup: Book
Binding: Hardcover

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Selling to the Affluent

ASIN: 0471703230

Book Description

This insightful book shows salespeople how to meet the needs of affluent clients—from the initial contact, to the sales presentation, to providing the level of service and quality they expect, to securing them as long-term customers. Based on extensive research of the buying patterns and expectations of the wealthy, this step-by-step sales guide reveals the secrets of attracting and keeping wealthy clients for life, boosting sales and repeat business. The Art of Selling to the Affluent is also a crash course in the world of the wealthy, giving you the understanding you need to satisfy and retain these profitable top-dollar clients.

Download Description

This insightful book shows salespeople how to meet the needs of affluent clients¿from the initial contact, to the sales presentation, to providing the level of service and quality they expect, to securing them as long-term customers. Based on extensive research of the buying patterns and expectations of the wealthy, this step-by-step sales guide reveals the secrets of attracting and keeping wealthy clients for life, boosting sales and repeat business. The Art of Selling to the Affluent is also a crash course in the world of the wealthy, giving you the understanding you need to satisfy and retain these profitable top-dollar clients.

Customer Reviews:

Fine , but not so precise.......2007-01-18

'working in high luxury hotel group wih many VIP's. Expected more specific details and oinstrucions from this book, but generally research and results that are brought in this book, are more then interesting .
Not for professionalists but good guide.

Matt nailed it!.......2006-08-10

IF you are serious about mingling with and potentially selling to or servicing the affluant client, this book is worth the money and your time. I have already seen substantial revenue by applying some of the many ideas and concepts Matt writes about. I hope I can meet Matt someday to thank him in person.

Wonderfully written...A must read book for all involved in selling........2005-11-23

Selling to the affluent is different from selling to any other market. As with any selling, you must know your market; and this book provides you with the perfect roadmap. If you follow and apply the strategies and techniques outlined in this book, and possess the confidence required, you will without a doubt, not only attract and serve the affluent, you will also become affluent.

Best Book on Affluent Selling to Date.......2005-08-09

I have been in the business for 20 years, and have recently been involved in closing the largest, most complex estate planning deals of my career. This is hands-down the clearest, most concise book on the mind of the affluent that I have ever read. The book describes exactly what I have been experiencing over the past 5 years in the industry and with my clients and prospects. For anyone who has at least one "high-net-worth" or affluent client this should be a "Must Read."

Insightful!.......2005-07-29

So you want to sell your products or services to wealthy individuals, but you aren't exactly sure how to do it? Don't worry. In many ways, selling to the rich is the same as selling to anyone else you want to convert into a loyal customer, but with a few important twists that might take a little practice. Sure, the wealthy can be more demanding, but the potential return more than justifies the extra effort. Before he distills his techniques down to seven straightforward selling rules that might apply in other circumstances as well, author Matt Oechsli provides survey-generated facts about the wealthy. This book overflows with axioms, "commandments," checklists, fill-in-the-blanks, calendar schedule pages, diagrams for business cards and numbered lists. All the sidebars suggest that there is science as well as "art" in selling to affluent buyers. We recommend this book for its useful insights into the high-stakes business of luxury sales.

Adaptive Coaching: The Art and Practice of a Client-Centered Approach to Performance Improvement

Average customer rating:

Best Coaching Book I've Read
Research-Based Approach Raises Coaching to a New Level

Adaptive Coaching: The Art and Practice of a Client-Centered Approach to Performance Improvement
Terry R. Bacon
Manufacturer: Davies-Black Publishing
ProductGroup: Book
Binding: Hardcover

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ASIN: 0891061878

Book Description

This book fills the huge gap between what companies and clients expect from coaching and what it actually does for them. Zeroing in on this popular technique to develop today's leaders, improve performance, and facilitate change, the book shows how to deliver coaching that helps anyone achieve extraordinary results.

Customer Reviews:

Best Coaching Book I've Read.......2005-08-03

What I like about this book are the concrete examples they give of "almost" coaching and best coaching. The best coaching book I've read. Recommended it to all laypeople looking to be better coaches.

Research-Based Approach Raises Coaching to a New Level.......2003-10-13

Over the past decade, the concept of coaching in the business world has become so ingrained that it's part of the landscape. A wide range of conversations, methods of feedback delivery, and relationships have been accepted as coaching in a rather loose collection of techniques...and results. As we move into an increasingly challenging period for employers, leaders must become substantially more effective at this process we describe as coaching. A whole new generation of leaders must be taught, coached, and brought to a higher level of performance.

Bacon and Spears, experienced in coaching more than 2,000 individual clients in Fortune 500 companies, share their knowledge and experience. Their researched-based approach emphasizes the skills needed by coaches and that coaching styles must be adapted to what the client needs. The eight styles they identify are directive (teacher, parent, manager, philosopher) and non-directive (facilitator, counselor, colleague, mentor). This model alone will expand, deepen, and enrich the work done by the vast majority of coaches in the corporate world.

The book offers even more, delivering checklists, assessment tools, tips and tools, and a wealth of sample coach-client dialogues. Recognizing the special opportunities the future will hold, the authors include insights into coaching across cultures, across generations, as well as coaching women, minorities, and C-level executives.

An epilogue with even more perspectives adds value to this volume, as do the reference section and comprehensive index. This is not a book for readers who simply want to gain a few insights into improving their coaching effectiveness. You'll learn, but you'll be overwhelmed. Adaptive Coaching is like a college textbook on the topic. It's a heavy, deep, and thorough treatment with relatively small type. The $39.95 price suggests that this is more than the average airplane reading management book...and it is. If you're serious about the critical and fine art of coaching in the complicated corporate environment, you'll gain considerable knowledge, insight, and growth from this book.

Side note: I am the author of Impending Crisis: Too Many Jobs, Too Few People. As a workforce futurist, I see what's coming... including a dangerous dearth of leadership. Application of the principles in this book will help today's leaders strengthen each other and the next generation of leaders.

Art of Client Service
Average customer rating:

Easy read, full of real world examples

Superb business book for anyone

It's not just for Suits

THE process for all client service not just Marketing

Do not buy if ..

Art of Client Service
Solomon Robert
Manufacturer: Kaplan Business
ProductGroup: Book
Binding: Hardcover

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Truth, Lies and Advertising : The Art of Account Planning

The Advertising Agency Business: The Complete Manual for Management & Operation

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The Advertising Business: Operations, Creativity, Media Planning, Integrated Communications

Casting for Big Ideas: A New Manifesto for Agency Managers (An Adweek Book)

ASIN: 079316799X
Release Date: 2003-04-25

Book Description

Fill the Empty Suit (or take it off completely!) This is a book of Simple Strategies For Providing Outstanding Service to Advertising Clients.

Account executives, and anyone else who deals with clients, will find themselves flinching, laughing, and committing to memory this sound advice, presented through real-life stories of satisfying success and embarrassing failure along the total spectrum of client service.

Customer Reviews:

Easy read, full of real world examples.......2007-04-23

A lot of these books where each chapter is a career tip or hint are mundane to read and only express the author's opinion on why the theory is applicable for others. This read was quick, easy, and even fun. The author gives anecdotes of things that actually have happened to him throughout his career, and the tone is casual and not overbearing.

Superb business book for anyone .......2006-05-31

This book hits home on so many keys to success in business, it stretches beyond just the agency world and into the essentials of servicing customers (which is what any business is all about right?). It is a fast read supported with loads of examples and stories from the author's decades of experience. To someone not in the agency world, it was great education in a few sittings. To someone who has been in business for a while it is an excellent reminder of some foundations for success. 54 will make you laugh and learn, a rare combination.

It's not just for Suits.......2006-05-21

Here's one of those books that offers information you might never discover -- even after years on the job. So why leave something important, like your career, to chance? Read the book and buy a few copies for your friends in the office. Doesn't matter if you're in account or creative. Robert offers sound advice you'll wish you knew about a few years ago.

THE process for all client service not just Marketing.......2006-05-14

This is the kind of book everyone who is in sales should read and digest. Not only do I believe every word - I have personal experience that validates every word. If you want to sell more (of anything), then improve your client service. When it comes down to it - it's one person selling to another - I don't care which company name is on your business card. This book nails client service.

Do not buy if .........2006-05-04

.. You have tasted client service before. I found this book to be very basic. I have been on client cervicing side before and didn't find anything interesting to note.
I would rather read a book which has all that this book has and much more.

Not a great buy !

Average customer rating:

Best Available Software Technical Support Book
Support from the Ground Up
Great for Call Centers and Internal IT Tier-2
Loaded with info but makes a few incorrect assumptions
This is the Software Support Bible

The Art of Software Support
Francoise Tourniaire , and Richard Farrell
Manufacturer: Prentice Hall PTR
ProductGroup: Book
Binding: Paperback

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ASIN: 0135694507

Customer Reviews:

Best Available Software Technical Support Book.......2003-03-18

Strong coverage of Escalation, Service Design, Measuring & Metrics, Scheduling, Staffing, Kinds of Support, Surveying Clients, Workflow.

Weak/silent on Phone Skills, Call Monitoring, Time Management, Teamwork, Support Systems.

Support from the Ground Up.......2002-07-31

For all the importance of Call Centers, Help Desks and Support Networks, not much attention is given them in industry literature. It's almost as though these functions are an afterthought, as though the first support call might come in and someone would say, "Oh, yeah. We need someone to answer these, don't we?"

This book is the first I've seen that looks at the building of a Support Center from the ground up, from budgeting to staffing, to training and retention, support software to development and dissemination of updates. It does so logically, step by step, providing sound reasoning and justification on each page, even to the point of including a complex and reasonable metric for determining staffing levels.

I thought Tourniaire and Farrell fell somewhat short of giving the Support field a complete analysis, concentrating as they do on larger call centers rather than giving weight to the whole spectrum of support providers, like Internal Help Desks or smaller tech centers. Their initial thesis, on the Front Line/Back Line vs. One Hand models of support, is sound, but limited, giving no attention to the possible hybrids or any other models of support center. On the other hand, their description of the call completion cycle is thorough and unlike any I've seen. I also like the idea of writing a "Support Agreement" for one's clients, so everyone knows up front what is and is not covered.

Overall, this is a very fine book and I would recommend it to Support professionals, especially to anyone just starting a new Call Center. Better to have all the info to start than to try and switch focus after ramping up.

Great for Call Centers and Internal IT Tier-2.......2001-03-29

This book is aimed at software product support specialists working for software vendors, but is also applicable to internal IT tier-2 support specialists (application support analysts). Some of the information contained in this book will give internal IT help desks ideas on customer satisfaction, support models and help desk management. However, this is not the book's primary audience.

My review is from the viewpoint of an IT service delivery specialist. Product support specialists will have a different, but loosely related, set of requirements.

The theme of this book is achieving customer satisfaction. This surfaces early in the book and recurs throughout. Since customer satisfaction is the foundation of support, regardless of from whom of where it is delivered, I found this to be one of the highlights of the book.

Call management models outlined by the authors were valuable to me, and I found myself writing notes in the margins and highlighting paragraphs. I skimmed call management implementation because it is outside of the scope of my speciality, but did note that this information would be of interest by anyone who is setting up an internal IT help desk. It goes without saying that this material will be of keen interest to product support organizations that are setting up a call center. One nice touch here is the advice on disaster recovery planning - this is too often overlooked by all organizations and showed the attention to detail that the authors gave when writing this book.

The discussions on packaging support programs and product call center support organizations gave me insights into the challenges faced by software vendors. These insights have armed me with information from which to craft an approach to effectively deal with vendors who are typically at tier-3 from an internal IT point of view. Another section that I found particularly useful covered managing software bugs and code fixes. This material is directly applicable to internal IT tier-2 support, regardless of whether they are dealing with internal developers or outside vendors. There are some gaps here, though. For example, I would have liked a discussion on configuration control boards, prioritization of fixes and enhancements, and configuration and change management. These subjects are important to software vendor product support organizations and internal IT tier-2 folks.

This book also provides sound advice on selecting, justifying and implementing call center tools. Some of these tools are specific to product support call centers (and to an extent, internal IT help desks), such as phone systems and knowledge bases. Other tools, such as bug tracking and problem reproduction environments, are useful to IT tier-2 specialists as they are to call centers.

I found some of the appendices to be especially valuable: Appendix C, determining staff levels, and D, creating and justifying a support center budget, were excellent reading that added to my own professional knowledge.

Overall this is a valuable book that has multiple audiences. Aside from the gaps I mentioned above, I think this book needs to be updated to reflect the growing requirement for e-support. While I was tempted to give 4 stars based on the noted shortcomings, this book is so thorough and rich with ideas and advice that it deserves 5 stars. I only hope that the authors update this book with a second edition that addresses current realities of software support.

Loaded with info but makes a few incorrect assumptions.......2000-08-19

Tourniaire and Farrell do an **excellent** job of discussing the various aspects of software support. However, they make many assumptions that every company functions the exact same way. Coming from the support department of a major software vendor, most of what they talk about is geared to that business. Therefore, a great deal of what they say does not apply to internal help desks.

Having both been on the phones and managed software hotlines **and** internal help desks for the past 15 years, I know there is no one way to run a hotline/help desk that applies in every case. You need to take the information they provide and weigh it against your own experiences and the way your company works in order to get the best out of the book. However, the book does address the pros and cons of various approaches which is more than many other books do.

What is missing is a more detailed treatment of call management (the actual work on the phone) and not problem management (the handling of the customer's problem). Therefore, check out Call Center Management on Fast Forward, by Brad Cleveland.

If the book had been more open to the possibility that not all companies are the same, I would have given it the full five stars. However, this is still one of the very best books on the market and I would still recommend this book highly.

This is the Software Support Bible.......1999-06-01

This is not a paid commercial. I do not know or have any affiliation to the authors or publisher. This is the complete book for Software Support. Regardless if you are running a small, medium or large size call centers the fundamental structure and operation is the same. This book is the Software Support Bible. I have read most of the books on support and this one is the best. The authors (Francoise Tourniaire and Richard Farrell) are to the support field, what Yoda is to the force. Ok.. That's the only analogy that comes to mind. Well anyway you get the point. You won't be disappointed. Hats of to the Editor (Eileen Clark).

Superior Customer Value in the New Economy: Concepts and Cases, Second Edition

Average customer rating:

Superior Customer Value in the New Economy: Concepts and Cases, Second Edition
Excellent reference book for customer service and how this creates value

Superior Customer Value in the New Economy: Concepts and Cases, Second Edition
William C. Johnson , and Art Weinstein
Manufacturer: CRC
ProductGroup: Book
Binding: Hardcover

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ASIN: 1574443569

Book Description

Great companies consistently meet and exceed customer desires. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition offers a blueprint for responding effectively to customer demands and for creating the benchmarks common to world-class service companies. The Second Edition elaborates on the latest perspectives of the business and academic communities, exploring leading marketing and managing developments in the crucial area of customer value (CV). It delivers expert guidance on designing, implementing, and evaluating a CV strategy that benefits e-service and information-based organizations. Building upon concepts, cases, and in-chapter applications, the book addresses best practices, organizational responsiveness, market orientation, and the planning and strategy issues that result in high rates of customer satisfaction in e-service and information-based organizations. It concludes with 18 detailed, "hands-on" examples of companies attempting to create customer value. Each case study delivers an in-depth look at major CV themes such as responding to change, being customer oriented, customer loyalty, and more. Each of these real-world examples provides excellent learning opportunities to model effective customer value behavior and practices.

Customer Reviews:

Superior Customer Value in the New Economy: Concepts and Cases, Second Edition.......2007-06-09

Very nice book :)

Excellent reference book for customer service and how this creates value .......2007-05-09

I purchased this book as a classroom requirement for my MBA program. I found this book extremely easy to read with a wealth of information. Offering many examples, it is easy to see how the companies listed incorporated different strategies and policies to improve customer service and ultimately add value for the customer, the company and other shareholders. I found myself using this book as a reference source for research papers written for other classes taken later on in the program. This book is an excellent resource for any future business manager.

Service That Sells! the Art of Profitable Hospitality

Average customer rating:

Service that sells
The best service book ever
Great Read!
A FIVE STARS TOOL
Money in your pocket!

Service That Sells! the Art of Profitable Hospitality
Phil Roberts , and Jim Sullivan
Manufacturer: Pencom
ProductGroup: Book
Binding: Paperback

General | Business & Investing | Subjects | Books

Hospitality, Travel & Tourism | Industries & Professions | Business & Investing | Subjects | Books

General | Cooking, Food & Wine | Subjects | Books

Mind Your Own Business: People, Performance, Profits
The Food Service Professionals Guide To: Waiter & Waitress Training: How To Develop Your Wait Staff For Maximum Service & Profit (The Food Service Professionals Guide, 10)
Elements of Etiquette: A Guide to Table Manners in an Imperfect World
The Waiting Game: The Essential Guide for Wait Staff and Managers
Remarkable Service: A Guide to Winning and Keeping Customers for Servers, Managers, and Restaurant Owners

ASIN: 1879239000

Book Description

The best-selling book in foodservice history, printed in multiple languages. English, Spanish, French, German and Korean versions available. The bible of profitable hospitality for owners, operators and managers committed to maximizing service and sales potential.

Customer Reviews:

Service that sells.......2007-06-08

This is a must have for any manager or owner who wants to drive sells in there restaurant. you need this book if you care about what you do for a living.

The best service book ever.......2006-02-25

This is by far the best book out there on service, buy it you wont be disappointed!

Great Read!.......2002-12-16

I bought this book for my management teams and went through it chapter by chapter every week and created action plans for implementation. It is an easy read and gets everyone on the same page very quickly. Strongly recommended for casual dining environments.

A FIVE STARS TOOL.......2002-05-19

This book it is exactly what it says it is. Easy tips that can help you to run your restaurant and improve the service you offer to your customers. It is more for the owner or the manager but it can be usefull to everybody who is working there even the barmen. I recomend it because of the easy language it uses and because it offers practical solutions to everyday problems.

Money in your pocket!.......2000-10-18

My manager recommended this book to me. I started using the tips inside before I even finished the book. I saw a difference in my wallet immediately! This book makes your job as a waiter/waitress easier and more profitable. It pays for itself in the first night. I recommend it to all our new hires.

Samurai Selling: The Ancient Art of Modern Service

Average customer rating:

The art of service
Fantastic selling book
If this is a book by a Christian it is good (God)
Good stuff
Tips of power and passion

Samurai Selling: The Ancient Art of Modern Service
Chuck Laughlin
Manufacturer: St. Martin's Griffin
ProductGroup: Book
Binding: Paperback

General | Business & Investing | Subjects | Books

Customer Service | Industries & Professions | Business & Investing | Subjects | Books

How to Get Your Point Across in 30 Seconds or Less
Hope Is Not a Strategy: The 6 Keys to Winning the Complex Sale
Swim with the Sharks Without Being Eaten Alive: Outsell, Outmanage, Outmotivate, and Outnegotiate Your Competition (Collins Business Essentials)
What They Still Don't Teach You At Harvard Business School
Success Is a Choice: Ten Steps to Overachieving in Business and Life

ASIN: 0312118856

Book Description

Samurai Selling is a unique guide for the modern salesperson. The code of the ancient Japanese samurai is grounded in service and personal character. Samurai Selling shows sales professionals how to apply the code of the samurai, so that whether you sell cars, real estate, office products, or personal home products, you have fresh and powerful techniques to win life-long customers.Samurai Selling tells stories of the ancient samurai and relates them to today's competitive sales climate. Based on a proven seminar which the authors have taught to thousands of managers and sales professionals, the book is filled with practical tips, examples, and exercises that will hone your selling skills and improve your customer service.

Customer Reviews:

The art of service.......2007-06-08

Using age proven concepts to succeed in the modern world, not just selling.

Fantastic selling book.......2006-06-15

If you are fascinated by the legene of samurai and are in sales this book shows you historic techniques that translates into any era. BUY!

If this is a book by a Christian it is good (God).......2006-06-15

if not then may fire and damnation be upon thee.
Sales is good, but not immoral things. Sales is good if you sell God and Christ.

Good stuff.......2006-06-10

I am a great sales rep, but this book is kinda OK too. It is so good I see some of my styles ripped off here. I know they must have spied on me. Not unusual because I know that companies like IBM, Toyota, Microsoft, GE and GM have observed and copied me,

Tips of power and passion.......2006-06-09

It would be very difficult to read more than a couple of pages without being challenged on your sales approach or to be reminded of a proven solution to a problem. Managers of sales and marketing operations will find creative ways to approach their craft as well as those devices and methods that have always worked (and always will). Written in bite-sized chunks, you might find it helpful to simply meditate on one concept per day. They all apply to the successful management of sales and account management. If you apply these principles, you will be successful. It's as simple as that.

Managing the Emotional Homeowner: The Remodeler's Guide to Happy Customers

Average customer rating:

Managing the Emotional Homeowner: The Remodeler's Guide to Happy Customers
David Lupberger , and Bill Still
Manufacturer: Builderbooks
ProductGroup: Book
Binding: Paperback

Buildings & Construction | Home Design | Home & Garden | Subjects | Books

General | Arts & Photography | Subjects | Books

Book Description

From elated to frantic and back again, a remodeling project is an emotional roller coaster. This is not only the case for the homeowner but for you too if you're not prepared. All homeowners are emotional when it comes to their remodeling project. David Lupberger teaches you how managing the homeowner is more important than managing the job. It takes skill, professionalism, patience and a few tips on parenting to come out of the remodeling experience with happy home owners. Managing the Emotional Homeowner is the resource remodelers have been looking for to help them and their clients enjoy the ride. Diskette included

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