In: Marketing

Customer Service

The customer is your boss – or at least he or she pays your salary. Better to listen to clients, then, identify and anticipate their needs, and always give a little bit more than expected. They'll pay back your attention.

Related Channels

Complaint Management

Summaries

8 Report

Digital Technologies Raise the Stakes in Customer Service
Dag Fredrik Bjørnland et al.
Boston Consulting Group, 2016
7 Book

Digital Customer Service
Transforming Customer Experience for an On-Screen World
Rick DeLisi and Dan Michaeli
Wiley, 2021
9 Book

Woo, Wow, and Win
Service Design, Strategy, and the Art of Customer Delight
Thomas A. Stewart and Patricia O’Connell
HarperBusiness, 2016
8 Book

Customer Success
How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
Nick Mehta et al.
Wiley, 2016
9 Article

The Future of Customer Service Is Fast, Lean, and Agile
James Sattler et al.
Boston Consulting Group, 2022
7 Book

The Best Service is No Service
How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
Bill Price and David Jaffe
Jossey-Bass, 2008
6 Book

Branded Customer Service
The New Competitive Edge
Janelle Barlow and Paul Stewart
Berrett-Koehler, 2004
7 Book

Can Your Customer Service Do This?
Create an Anticipatory Customer Experience that Builds Loyalty Forever
Micah Solomon
McGraw-Hill, 2023
8 Book

The Service Culture Handbook
A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
Jeff Toister
Jeff Toister, 2017
6 Book

Customer Culture
How FedEx and Other Great Companies Put the Customer First Every Day
Michael D. Basch
FT Prentice Hall, 2002
9 Video

When Hospitality Means Finding the No
Danny Meyer
The Welcome Conference, 2019
8 Book

Service Design for Business
A Practical Guide to Optimizing the Customer Experience
Ben Reason et al.
Wiley, 2015