This fully updated sixth edition of Customer Care Excellence recognizes these trends and demonstrates in a clear, practical way how to develop and sustain a customer-service focus. The book places great emphasis on the strategic aspects of customer care û gaining commitment, listening to customers, developing a customer-care ethos and motivating employees to deliver excellent service ûensuring successful results. It explains how to exceed customer expectations at the front line, creating a memorable customer experience and encouraging an emotional connection with the brand.<BR><BR>This edition also includes:<BR><BR>-investigation into the effects of blogging and social networking on customer behaviour<BR><BR>-new material on employee training methods, covering the use of podcasts, webcasts and videos<BR><BR>-additional information on how employee engagement leads to customer engagement<BR><BR>-updated international case studies, plus new examples from Virgin, Aviva and eBay