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Customer Math Book

Customer Math Book

Mathematics to outsmart your competition

International
India
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Code
Paperback
US $5
Rs. 225/-
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CS1012
Hardcover
US $8
Rs. 350/-
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CS1012A
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US $5
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CS1012B
Double Book Package
US $8.25
Rs. 325/-
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CS1055
Triple Book Package
US $14.50
Rs.575/-
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CS1056

* Shipping & Handling charges extra
* "Double Book Package" includes two books - "Customer Math" & "Unhappy Customer Stock Exchange." Both books are paperback editions.
* “Triple Book Package” includes three books – “Customer Math,” “Unhappy Customer Stock Exchange” and “Customer Icebergs.” All the three books are paperback editions.
* Option for special edition books (bulk quantity) for companies with different customized book covers is available. Contact for price.

Online Customer math Book

Customer Mathematics Book


What started as a Rs. 9,000 mistake in 1997 has turned into an enlightening concept. Customer Math takes a look at the real world where the concept of customer satisfaction is known but not adhered to. In the absence of hard figures, companies and individuals find it hard to believe in this concept. Customer Math brings you mathematical proof that will convince you that the customer is the undisputed ‘king’ and that customer satisfaction is profitable.
Customer Math is the FIRST Indian Management book published in Chinese language.
The mathematics related to customers cannot be equated to what is learnt in schools and colleges. In the lexicon of Customer Math, 1 is not equal to 1. Some of the Customer Math formulae are 1=5, 1=3, 1=12, 1=10000, 10%=47%, 1=23, 5%=50%, and 91%=18%. They will show you how customer defections can play havoc with a company’s bottom line, and how you can acquire new customers even after eliminating your sales and marketing team and doing away with advertising. You will get to know how to avoid becoming member of the Unhappy Customer Stock Exchange, the ever-widening trap that can devastate any business. These formulae enlighten you about your most valuable asset. With their aid, you will know how to treat the cost incurred in satisfying a customer. You will also uncover the real cost of customer dissatisfaction.


What’s more? Here, you will read about the three pillars on which customer satisfaction rests and how you can achieve automatic customer satisfaction without moving a muscle. Find out how achieving higher levels of customer satisfaction can do wonders for your business, career, and soul. Learn what the objective of your business should be from the one and only Customer Guru!
Customer management book
The book is published in Chinese by Electronic Digest Publications Ltd., Unit 1809, Kodak House 2, 321 Java Road, North Point, Hong Kong for China, Hong Kong and Taiwan markets.
   

Chapter 1

Why Customer Math?
This chapter takes a look at the real world where the concept of customer satisfaction is known but not adhered to. People know about customer satisfaction, but in the absence of hard figures, companies find it hard to believe that it really pays to keep a customer satisfied. Why Customer Math? Because it brings you mathematical proof that will convince you that the customer is the undisputed ‘king’ and that customer satisfaction is profitable.
Chapter 2

10%=47%
Customer Defections: the Cause of Every Company’s Woes
Customer defections can play havoc with a company’s bottom line. This Customer Math formula shows how defecting customers make it harder for one to achieve sales targets and the way they can jeopardize business operations. You will learn to save 70% of your advertising and marketing costs. We will also save you from becoming members of the “Unhappy Customer Stock Exchange.”
Chapter 3

1=3
Turn Your Customers into Your Sales Force
With satisfied customers by your side, you will neither have to ask for referrals, nor, look for new customers. Learn how you can acquire new customers even after eliminating your sales and marketing team and doing away with advertising.
Chapter 4

1=12
Losing One Customer Means Losing Many More
A dissatisfied customer can ruin your business and you wouldn’t even know where the blow came from. Learn from Customer Guru about the ever-widening trap that can devastate any business. You could even land up losing prospective customers if you aren’t careful. Your advertising and marketing campaigns will come to no avail unless you can curb the tide of dissatisfaction.
Chapter 5

1=10,000
Beware of the Negative Customer Buzz
Learn about the buzz and how it can be used to spread the positive or negative word about a product or service to the farthest ends of cyberia. Learn about the “negative” and “positive” aspects of the buzz and how it can propel sales and profits upwards or downwards dramatically.
Chapter 6

1=5
A Customer in Hand is Better Than Five in the Bush
Customer Math formula 1=5 advises against losing old customers, particularly because it costs a lot to attract new ones.
Chapter 7

5%=50%
Zero Customer Defections. Infinite Profits.
One cannot overemphasize the importance of retaining customers. Learn from Customer Guru how reducing the customer defection rate leads to sizeable increase in profitability.
Chapter 8

1=Infinity
A Customer – An Invaluable asset
Unless we know the value of our customers, we will not be able to make the right decisions. This chapter gives you an accurate idea of the value of the customer. You will be surprised to know the value of this little-known asset.
Chapter 9

1=23
Customer Complaints – a Blessing in Disguise
Customer Math formula 1=23 deals with the dynamics of complaining customers. Learn what the criticism of dissatisfied customers could mean for your business. Learn why one has to pay attention to every complaint that comes our way and the consequences, if one doesn’t.
Chapter 10

91%=18%
Turning Discontent to Your Advantage
Complaints are a part and parcel of every business that is not run by robots. Customer Guru will tell you how you can turn your dissatisfied customers/consumers into lifelong customers and friends. After you have gone through this chapter, you will realize it is better to have a complaining customer than no customer at all.
Chapter 11

The Cost of satisfying a Customer: Investment or Expense?
The cost incurred in satisfying a customer/consumer has an important bearing on the level of customer satisfaction that we achieve. Learn whether to treat the cost of satisfying a customer as an investment or as an expense.
Chapter 12

The Iceberg Phenomenon
The Iceberg phenomenon dwells on the cost of customer dissatisfaction. Customer Guru suggests that the concept of customer dissatisfaction is not taken very seriously because it is like an iceberg, most of which is hidden. Uncover the real cost of customer dissatisfaction, the tip of the iceberg as well as the hidden mass. Once you are able to see the complete iceberg, you will never dare to make the ‘king’ unhappy.
Chapter 13

Customer Dissatisfaction: Not for the Fainthearted
Achieving customer satisfaction is not for the fainthearted as there are customers who are unreasonable, rude, and unprofitable. Customer Guru suggests ways of tackling such customers without losing faith in the concept of customer satisfaction.
Chapter 14

You Have the Right to Choose Your Customers
We are sure that you have come across rude, mean, and unreasonable customers. Learn the trick from Customer Guru as to how to deal with them and still maintain one’s equilibrium.
Chapter 15

Place Yourself in the Customer’s Shoes
Do unto your customer as you would have done unto you. If you don’t like to be taken for a ride, your customers don’t want to be, either. Get an insight into what the customer wants without going to seminars and reading books on the subject (except this one, of course!).
Chapter 16

Empowerment: Key to Customer Satisfaction
Without empowerment, customer satisfaction will remain a pipe dream. Learn the role empowerment can play in achieving higher levels of customer satisfaction.
Chapter 17

Top management: the Buck has to Stop Here
Where does the top management figure in all this talk about achieving higher levels of customer satisfaction? Should managers reign in their corporate offices in splendid isolation? Customer satisfaction will remain a rudderless boat unless the top management gets enlightened by the Customer Guru.
Chapter 18

The Three Pillars of Customer Satisfaction: Time, Effort & Money
Does customer satisfaction come from policy manuals or do we need more? In this chapter, Customer Guru will talk about the three pillars on which customer satisfaction rests.
Chapter 19

Automatic Customer Satisfaction
Learn how to achieve automatic customer satisfaction without moving a muscle. According to CustomerGuru, the solution lies with the ‘customer within.’ Who’s that? Well, you will have to read the book.
Chapter 20

What’s in it For Me?
Why should you spend your time and effort in satisfying a customer? What’s in it for you? Learn how achieving higher levels of customer satisfaction can do wonders for your business, career and your soul.
Chapter 21

The King Will Reign Supreme
Who is the "king" in today’s marketplace? Why will he always reign supreme? Get a preview of the power of the "king" in the days to come.
Chapter 22

Pursue customer satisfaction. Money will follow.
Although people in business have a one-track mind vis-a-vis money which they pursue unerringly, this could land them in hot water. Learn what the objective of your business should be from the one and only Customer Guru!

 

     
     
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