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Build for Change : Revolutionizing Customer Engagement through Continuous Digital Innovation / Alan Trefler. Hoboken : Wiley, 2014175 p. : ill. ; 24 cm.Many companies across the globe will suffer over the next few years as there is an emerging generation of customers who hate doing business with them. Trefler calls this real and imminent threat the Customer Apocalypse. He argues that the connected consumer is giving birth to a new generation of customer who are blowing up the very notion of customer relationship management. They re not interest in a relationship, and they won t be managed. This customer expects to be in control rather than to be controlled, and they want to discover your product or service on their own, and s.
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Customer service : building successful skills for the twenty-first century / Robert W Lucas. Boston : McGraw-Hill, 2005xvi, 416 p. : ill. (some col.), col. maps ; 26 cm.Features how-to topics for the customer service professional. This work covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. It also provides insights and tips for customer service supervisory personnel
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