Summary of Customer Care Excellence

How to Create an Effective Customer Focus

Kogan Page,
First Edition: 1992 more...

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Customer Care Excellence book summary
To boost your profits, build customer satisfaction. Hint: to make your consumers happy, first make your staff happy.


7 Overall

8 Applicability

5 Innovation

7 Style


Customers’ collective buying power can make or break any company. While this may not be news to businesses, customers themselves are now realizing their collective strength and flexing their muscles. That makes customer satisfaction and retention even more crucial. Sarah Cook does a great job of showing the business impact of keeping your customers happy. She cites pivotal studies and tells numerous stories from actual companies to prove her thesis. In unembellished textbook style, she explains what really matters to consumers and how some companies have made their operations more customer-centric. While the book is slightly repetitive, it is also practical and informative. getAbstract recommends it to anyone who wants to build repeat customers and boost employee morale.

In this summary, you will learn

  • What your company should do to deliver exceptional customer service;
  • How to become more customer-centered; and
  • How to retain customers and motivate employees to provide high-quality service.


Customer Focus
Faced with an unprecedented level of competition due to globalization and other economic forces, many business managers have realized that their companies cannot compete on price alone.

Instead, they are focusing on exceptional customer service. High-quality...
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About the Author

Sarah Cook is managing director of Stairway Consultancy, customer service specialists. She is also the author of Change Management Excellence, Practical Benchmarking and //How to Improve Your Customer Service.

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Contained in Knowledge Pack:

  • Knowledge Pack
    Customer Retention
    Build the best business asset of all: loyal, happy customers and keep them coming back.

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