The Finishing Touch. How To Build Worldclass Customer Service

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Concise, realistic, and highly readable, this book offers insightful strategies for achieving service excellence. With a brilliantly simple premise that a successful service approach involves a 'rising upward trajectory' leading to an impressive finish, it outlines eight practical steps anyone can implement. The author, Tony Cram, provides real-life examples and tailored advice for various industries, demonstrating how to transform a good customer experience into a memorable one. To win and retain customers, businesses must exceed expectations. This guide reveals how to create a remarkable customer journey by making excellent first impressions, managing expectations, building trust, and effectively handling challenges. Cram emphasizes the importance of making every customer feel valued and fostering long-term interest through innovation. He also discusses recovering from mistakes and leaving customers eager to return. Tony Cram, an expert in competitive marketing and innovation, has presented globally and is a Programme Director at Ashridge Business School. His focus is on customer value, brand development, and long-term business relationships. His previous works include titles on relationship marketing and pricing strategies, further showcasing his expertise in enhancing customer engagement and business performance.