000			02484nam a2200205Ia 4500
003			OSt
005			20151029132836.0
008			150210s9999 xx 000 0 und d
020			_a8126507462
082			_a658.812 _bCal
100			_aCalloway, Joe _919360
245			_aIndispensable _bHow To Become The Company That Your Customers Cant Live Without _cCALLOWAY, JOE
260			_bWiley India Pvt Ltd. _aNew Delhi _c2006
300			_aXIII, 226p _bPaper
505			_aTable of Contents Preface. 1. The Default Choice. 2. The Five Drivers. 3. Case Study: Deluxe. 4. Back to the Six New Basics. 5. Case Study: W Hotels. 6. Create Community. 7. Case Study: Gitomer. 8. Obvious but Often Overlooked. 9. Right Place—Right Time. 10. Case Study: The Pancake Pantry. 11. Big Picture Outcome. 12. Twenty-Eight Indispensable Lessons. 13. Case Study: Pinnacle Financial Partners. 14. Repeatable Process. 15. Stop Apologizing—Start Doing Your Job. 16. Case Study: LawTalk. 17. The Customer Decides. Index
520			_aDescription A five-step strategy for turning a commodity into a necessity When products and services become interchangeable, price becomes the ultimate determinant for consumers. Indispensable shows businesses how to break out of that cycle by using The Five Drivers-a strategy that takes companies to the next level of performance. Renowned business consultant Joe Calloway looks at how real companies have made their product or service "mission critical," and satisfied customers in the process. Indispensable goes straight to the heart of the issue and reveals how successful companies-of any size, in virtually any manufacturing, selling, or service endeavor-achieve market leadership through The Five Drivers of fierce customer loyalty. Indispensable shows readers how to: * Create and sustain momentum: overcome organizational inertia and keep moving forward * Develop habitual dependability: make consistency of performance a defining characteristic * Connect continuously * See the Big Picture Outcome: create compelling customer experiences * Engage, Enchant, Enthrall: make magic in the marketplace With interviews, detailed case studies, and dozens of real-world, effective customer service ideas and initiatives, Indispensable is just what today's forward-thinking businesses need.
650			_aCustomer Relationship Management _919361
942			_2ddc _cBK
999			_c38846 _d38846