Janelle Barlow

Janelle Barlow

Janelle Barlow

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Affiche du document Emotional Value

Emotional Value

Dianna Maul

2h33min00

  • Marketing et communication
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  • Livre epub
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204 pages. Temps de lecture estimé 2h33min.
Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences. Janelle Barlow and Dianna Maul, with more than forty years combined experience in the service industry, detail five practices for adding emotional value to customer and staff experiences.
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Affiche du document Smart Videoconferencing

Smart Videoconferencing

Peta Peter

2h08min15

  • Marketing et communication
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171 pages. Temps de lecture estimé 2h08min.
Smart Videoconferencing is the first book to show people how to participate effectively in videoconferences, rather than just how to set them up. The authors show that just like traditional meetings, mastering a few tricks and simple skills can mean the difference between a successful videoconference and an unsuccessful one.
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Affiche du document Branded Customer Service

Branded Customer Service

Paul Stewart

2h02min15

  • Marketing et communication
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  • Livre epub
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163 pages. Temps de lecture estimé 2h02min.
Branding is an integral part of modern business strategy. But while there are dozens of books on branding products and marketing campaigns, nobody has applied the logic and techniques of branding to customer service -- until now. Branded Customer Service is a practical guide to moving service delivery to a new level so that brand reinforcement occurs every time customers interact with organizational representatives. Janelle Barlow and Paul Stewart show how to infuse an entire organization with brand values and create a recognizable style of service that reflects brand promises and brand images.
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Affiche du document A Complaint Is a Gift Workbook

A Complaint Is a Gift Workbook

Victoria Holtz

2h37min30

  • Marketing et communication
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  • Livre epub
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210 pages. Temps de lecture estimé 2h37min.
Based on the bestselling A Complaint Is a Gift (over 275,000 copies sold), this accompanying workbook offers actionable tools that help individuals and organizations transform even the most extreme complaints into gifts that drive their business forward.A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.Built to be interactive and immersive, the workbook teaches a set of practices, approaches, and tools that anyone can use to navigate fraught customer-facing interactions. It allows readers to practice Janelle Barlow's updated, more efficient three-step formula and enables employees to handle complaints with increased emotional resilience rather than taking them as personal attacks. A Complaint Is a Gift Workbook is packed with the necessary tools to view and treat complaints as a source of innovative ideas that can transform your business.
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Affiche du document A Complaint Is a Gift, 3rd Edition

A Complaint Is a Gift, 3rd Edition

Janelle Barlow

1h33min45

  • Marketing et communication
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125 pages. Temps de lecture estimé 1h34min.
The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula. From her work with clients, the author has updated industry-specific complaint examples and added in new concepts, such as a process that enables employees to handle complaints with increased emotional resilience-something that is sorely needed since dealing with increasingly difficult customers is a common occurrence in the wake of the COVID-19 pandemic. Handling complaints doesn't have to be a negative, soul-crushing experience. Janelle Barlow gives the right tools to treat each of them as a source of innovative ideas that can transform your business.
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