Making Customers Count: Guide to Excellence in Customer Care

by David Clutterbuck (Author), SueKernaghan (Author)

• Used

  Hardcover
  1991

  $3.36

  This book is both a series of case studies of firms that have introduced programmes of customer care, and a study of why the majority of customer care schemes go awry. It aims to provide a framework for building up customer responsiveness in the day-to-day routines of businesses. The case histories compare the fortunes and appraises the methods of companies who have set up both successful and unsuccessful.

• Used

  Paperback
  1993

  $6.00

  Making Customers Count started as a collection of case studies of companies which had introduced programmes of customer care. But what began as an attempt to identify best practice rapidly became an intensive study of why the majority of customer care schemes go wrong and most importantly, how to ensure that schemes do succeed. This book is a reference for companies seeking to develop or maintain an effective customer care programme. It provides a framework for building customer responsiveness into the day-to-day routines of business, while drawing on the experience - both positive and negative - of a wide range of companies, including: Anglian Windows, Avis UK, Booker Food Services, British Airways, British Gas, Elanco Qualicaps, Four Square, Kwik-Fit Holdings, Marks & Spencer, Mecca Leisure, Mercury Communications, Rank Xerox, Royal Bank of Scotalnd, Woolwich Building Society, and Woolworths.