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Customer relations --- Customer relations

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Customer relations.

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The importance of customer knowledge for providers' market success is undisputed. However, we know little about how well providers know their customers. This also applies to trade. Therefore, the publication presented here deals with the form of customer knowledge in retail, but also with the sources and determinants of this knowledge and with its effects on the provider and customer side. Attention is paid to all possible sources of customer knowledge, but above all customer contacts. In particular, not only are relevant theories endeavored, but also first, differentiated research results on the expression of customer knowledge, the influencing factors and the effects of this knowledge are presented. Conclusions for future research and knowledge management in retail complete the work.

Customer relations.

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"Whether you're in the trenches or the boardroom, you're going to encounter demanding, dissatisfied, and disagreeable customers. Are your people (and you) prepared to deal with them? Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem. What if the customer's dissatisfaction was the result of your sales procedures, your lack of training, or the expectations gap created by your marketing people, not the customer's fault at all? What if you could turn those customers into your best customers by making a few simple changes? Dealing with Difficult Customers will show you: How to stop using gimmicks and trick promotions to encourage repeat business and the alternatives that will keep your customers salivating for more. How "Hungry Hippos" and "Problem Children" are sapping your employees time and energy and what to do about them. The behaviors that turn great customers into dissatisfied critics and how to change them. "--

Customer relations.

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"Listen Up! is a playbook for how to build a company culture based on mutual understanding and create customer experiences that result in customer success. Readers will discover best practices, strategies and techniques to move from deep listening to deep understanding, from powerful statistics to powerful stories, and from inside-out to outside-in thinking. Best practices from world renowned B2B and B2C brands who have transformed their approach to customer success will be coupled with cautionary tales and hands-on exercises to provide readers with ways to rethink how teams work together at every level of the organization and act as one team aligned around the customer."--

Customer relations.