Customer Relations

Customers come first. But as more and more businesses emphasize personal contact with their clients, they are raising the bar regarding what constitutes good customer service. Learn how to stay ahead of the pack.

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Summaries

How Being Design-led Helps Companies Get the Right Services to Market

Joe Heapy et al.

Kogan Page, 2018

8
The most memorable experiences are suffused with emotion – not extra features or value for money.

Stefan Thomke

MIT Sloan Management Review, 2019

7
How a New Generation of Technology Vendors Thrives Through True Customer Success

Paul J. Henderson

Red Raven Books, 2018

8

David Avrin

Career Press, 2019

8
The words service agents use to engage customers often end up backfiring.

Brent McFerran et al.

MIT Sloan Management Review, 2018

9
Harnessing Data and AI to Reinvent Customer Engagement

Tom Chavez et al.

McGraw-Hill, 2018

9
A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

Jeff Toister

Jeff Toister, 2017

8

Felicia C. Sullivan

Medium, 2018

8
A New Strategic Approach to Sales, Marketing and Customer Service

Patrick Maes

Kogan Page, 2018

7