PearlyBooks

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When it comes to customer satisfaction, consistency is kingnot the customer.

While it's been proven that customer satisfaction can greatly impact many financial aspects of a businessfrom cash flow to profitability and share pricemost companies have not considered the science behind customer service or built a system for it. With Mark Colgate's FAME modelstanding for Framework, Accountability, Moments, and Endurancecompanies and organizations will be able to differentiate themselves, and create a unique approach that will communicate their service brand to their customers in a compelling, clear, and memorable manner.

Colgate's model demands effort, innovation, practice, and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when they're proving difficult, and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools, and frameworks needed to create their own consistently high-calibre customer service for their organizations, boosting annual returns as a result.