10% off all books and free delivery over £40
Buy from our bookstore and 25% of the cover price will be given to a school of your choice to buy more books. *15% of eBooks.

Finishing Touch, The

View All Editions

The selected edition of this book is not available to buy right now.
Add To Wishlist
Write A Review

About

Finishing Touch, The Synopsis

Concise, realistic and very readable, this book is packed with insightful thinking for service excellence" Alan Parker Chief Executive Officer Whitbread Group      ‘Brilliantly simple premise – that a winning service approach lies in a ‘rising upward trajectory’ culminating in a brilliant finish – dissected into eight very practical steps that anyone can use.  As the owner of a service brand myself, I’ll be starting on Monday.’ Adam Morgan, Founder, eatbigfish     'Rich with practical, real life solutions'.  Dean Finch Group Chief Executive National Express   ‘A thought provoking practical "drama" for anyone who is passionate about excelling at customer service and driving business performance.’ Mike Holliday-Williams Managing Director RSA UK Personal Insurance     'An excellent primer about how to improve services for the public.' Dame Sally C Davies Director General of Research and Development Department of Health     To win and keep customers you have to do more than just meet their expectations - you have to surpass them. The Finishing Touch will show you how to make a good customer experience great by building up to an impressive finish that every customer will remember.  Using real-life examples, practical advice and tailored information for your industry at the end of each chapter, Tony Cram will show you how to make your customers feel positive about your business, bring them back to buy more and inspire them to promote your business to others. Deliver amazing service that will get your business noticed and make sure your customers come back from more     The Finishing Touchwill show you how to: Make an excellent first impression Manage customer expectations Build a trusting relationship with your customers Handle queues and bad news Make every customer feel valued Generate long-term interest through innovation Recover from mistakes Leave your customers wanting more so they come back time and time again.       About the author Tony Cram has presented on competitive marketing and innovation at conferences and company conventions around the world including Berlin, Buenos Aires, Budapest, Gothenburg, Istanbul, London, Paris and Warsaw.  As a Programme Director at Ashridge Business School - one of Europe's leading centres for Management Development - he designs and delivers executive development programmes on business strategy and market innovation.  His particular interest is in understanding customer value, developing brands and the dynamics of long-term business relationships. Tony Cram's previous books include - Customers that Count: How to build living relationships with your most valuable customers, Smarter Pricing: How to capture more value in your market and The Power of Relationship Marketing.  

About This Edition

ISBN: 9780273713012
Publication date: 4th November 2010
Author: Tony Cram
Publisher: FT Publishing International an imprint of Pearson Education Limited
Format: Paperback
Pagination: 240 pages
Series: Financial Times Series
Genres: Management and management techniques
Business and Management
Sales and marketing
Customer services