Customer services

Is charisma essential for every leader?

Two of the major parallel challenges facing businesses today are how to adapt to the changes of fast-paced, fragmenting markets and how to grow a business whilst engaging in recognisably sustainable practices.

Are you tired of watching your profits get squeezed by rising labor costs, demanding clients, and aggressive competitors?

Running a call center is hard.

You're not losing customers to your competitors.

The Trust Hack is a sharp, journalistic guide to how manipulators win influence by exploiting fear, desire, social proof, and cognitive bias.

The Trust Hack is a sharp, journalistic guide to how manipulators win influence by exploiting fear, desire, social proof, and cognitive bias.

This book introduces mobile ethnography as an in-situ qualitative research method that enables participants to document lived experiences on smartphones as they unfold.

This book introduces mobile ethnography as an in-situ qualitative research method that enables participants to document lived experiences on smartphones as they unfold.

This book presents contemporary discussions on how consumers think, decide, and act in the digital world.

This book presents contemporary discussions on how consumers think, decide, and act in the digital world.

Customer relationship management (CRM) is a model for managing a company's interactions with current and future customers.

Customer relationship management (CRM) is a model for managing a company's interactions with current and future customers.

Do you know what to do when a housing association ignores your repairs request?

The book focuses on emerging digital marketing and consumer culture research directions.

The book focuses on emerging digital marketing and consumer culture research directions.

 We had a giggle on the cover.

Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups.

This book highlights the pressing issue of marketplace accessibility for over a billion people worldwide living with disabilities-a number that is expected to grow due to aging demographics.

In today's competitive business environment, most companies realize that the better they can manage their customer relationships, the more successful they will become.

In the global economy, the customer has more and better choices than ever before, bringing on one of the biggest challenges the business community faces today - customer loyalty and retention.

This book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful, and exceptional experiences.

Who should read this book?

Stress in call centres can be a big problem.

Exceptional customer service is crucial to a successful phone-based business.

This book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful, and exceptional experiences.

An important read for all company managers who value their customers.

Need to know how to buy a phone switch for your call center?

In today's global business environment, Customer Relationship Management (CRM) has become key to the success of many international enterprises.

As high-tech service industries grow more competitive, the need to develop customer focused business strategies becomes imperative.

In today's global business environment, Customer Relationship Management (CRM) has become key to the success of many international enterprises.

Typically, when companies want to improve their products, they go to their customers.

This book highlights the pressing issue of marketplace accessibility for over a billion people worldwide living with disabilities-a number that is expected to grow due to aging demographics.

"e;11 Essential Types of Meetings That Drive Customer Teams"e; is your ultimate guide to mastering the most impactful internal and external meetings in customer-facing roles.

From the author who defined the Experience Economy comes the next big shift: the Transformation Economy.

From the author who defined the Experience Economy comes the next big shift: the Transformation Economy.

Use this bestselling and practical guide to steer you through how to create exceptional customer experience for the modern B2B consumer.

Use this bestselling and practical guide to steer you through how to create exceptional customer experience for the modern B2B consumer.

WINNER: Independent Press Award 2026 - Marketing & PublicityFINALIST: 2025 Foreword Indies Book of the Year - Business & EconomicsHow can you move beyond transactions to create customer relationships that last?

WINNER: Independent Press Award 2026 - Marketing & PublicityFINALIST: 2025 Foreword Indies Book of the Year - Business & EconomicsHow can you move beyond transactions to create customer relationships that last?

In this book, nine librarians from across the country describe their libraries' best practices in this key area.

Learn how to develop the values proven to boost sales performance, to ensure customers choose you over the competition in today's crowded marketplace.

Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use.

Scoring Points is the compelling and dramatic inside story, told from a project point of view, of how the Tesco Clubcard was conceived, launched and developed.

Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations.

Native advertising: paid-for media that looks and behaves like the content around it.

The immersive brand experience is revolutionizing brand engagement.

Consumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty.

Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations.