Relationship Management

Relationship Management
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Customer Service Tip of the Week: Over 52 ideas and reminders to sharpen your skills
Jeff Toister is a customer experience author, consultant, and trainer. His book provides a unique guide of useful tips which emphasize customer service skills that also trickle into relationship building.
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Customer Loyalty: How to Earn It, How to Keep It
In Customer Loyalty, the author begins with a short introduction to customer loyalty, drawing distinctions between increasing market share and building loyalty, and how a market strategy can limit loyalty.
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The Amazement Revolution: Seven Customer Service Strategies to Create and Amazing Customer (and Employee) Experience
This book is about customer service and creating an environment of “amazement” in your organization, defined as indoctrinating your team into “service that is consistently and predictably better than average.”
We: The Ideal Customer Relationship
To Steve Yastrow, author of We: The Ideal Customer Relationship, the close, personalized relationship between business and individual, usually reserved for VIPs, is something that should occur with every encounter.
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We: The Ideal Customer Relationship
To Steve Yastrow, author of We: The Ideal Customer Relationship, the close, personalized relationship between business and individual, usually reserved for VIPs, is something that should occur with every encounter.
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The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists
Hyken argues that if any business wants to have loyal customers, they must start with loyal employees. Hyken introduces 5 ‘Cults’ that must be implemented to make customers into evangelists.
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The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value
Authors Peter Fader and Sarah Toms provide a guide to their version of the fundamental ideas behind customer centricity, but really focusing on customer lifetime value.
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At Your Service
By combining his view of the subject from both the customer and business perspective, Eliason proposes a methodology that seeks to establish a relationship with the customer through superior service.
What’s the Secret? – To Providing a World-Class Customer Experience
John DiJulius examines how to improve customer service in your organization. He underscores the importance of interpersonal skills, which he argues have declined due to increasing reliance on technology.
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What’s the Secret? – To Providing a World-Class Customer Experience
John DiJulius examines how to improve customer service in your organization. He underscores the importance of interpersonal skills, which he argues have declined due to increasing reliance on technology.
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The One to One Future: Building Relationships One Customer at a Time
A collaboration between two authors known for their research on customer centricity, this book focuses on individual customer relationships, targeted sales and marketing, rather than the market at large.
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The Experience Effect: Engage Your Customers With a Consistent and Memorable Brand Experience
Jim Joseph, author of The Experience Effect, offers a guide for brand building and is intended for marketers, proposing a 6-step approach.
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The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Rather than “wowing” the customer, Dixon and his colleagues at CEB suggest that businesses simply deliver on the products and services they provide, but in such a manner that it is effortless for the customer.