Customer loyalty is essential to the long term financial success of a business, but with more choice than ever before, customers today have high expectations of products and services. Businesses need a top-notch customer services system in place, and Customer Care Excellence explains how to achieve just that.

In clear, practical language, this book explains how to develop and sustain a customer-service focus within a company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all of a company's touch points can ensure successful results and satisfied customers. This new edition includes material on how online technology has affected customer service and employee and customer engagement, illustrated with new examples from Tesco and eBay.