April 2019
Intermediate to advanced
264 pages
7h 12m
English
Content preview from Creating Customer Loyalty
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PREFACE
It’s now 20 years since I started focusing on the subject of customer service. I have some former colleagues at Manchester Business School, where I worked for a few years, to thank for sparking my original interest. It happened when I was working there to help visiting business people and MBA students understand the practical aspects of marketing, a subject I’d spent the previous decade or so focusing on. I kept being asked what to do when the product or service being provided was becoming viewed as a commodity, with customers seeing little or no difference between the offerings from the various suppliers. When this happens, customers tend to buy on price, and it follows that the market and undifferentiated suppliers in it suffer declining ...
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I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.