Management Merchandise Description:-
Customer Math Book

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.

In the lexicon of Customer math, 1 is not equal to 1. Some of the Customer Math formula 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. These formulae will also throw light on how you can acquire new customers even after eliminating your sales and marketing team and doing away with advertising.

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!

So get an insight into the mathematics of customer satisfaction in order to boost sales and profits.

Unhappy Customer Stock Exchange Book

Do we need another book on customer satisfaction? Probably not. But this one is an exception. One would have thought that by now every aspect of customer satisfaction has been explored and written about. Surprisingly, Avinash Narula has done an excellent job of elaborating on a very interesting and simple concept of the invisible Unhappy Customer Stock Exchange which he had introduced in his first book on customer satisfaction -Customer Math. If you have difficulty in achieving reasonable growth and profit targets (who doesn't?), you will find the cause of and the solution to this universal problem in this book. He blames it all on companies exchanging their unhappy customers with the unhappy customers of their competitors. Probably for the first time, somebody has explained what customer satisfaction and retention have to do with brand equity and asset value using the concepts of financial and marketing theory. To top it all, the author uses simple math to prove his point.

The book is interspersed with posters and customer interaction stories. Written in simple story telling style, the concept is simple to grasp.

Interesting. Innovative. A must read for everybody who has customers. And who doesn't?

Customer Icebergs Book

Inspite of everybody (including the CEOs) knowing the importance of a customer to their business, still why do companies treat their customers the way they do is the question that Avinash Narula attempts to answer in this book. He feels that the root cause of the problem is that even though we know about the concept of customer satisfaction, we do not BELIEVE in it. Knowing the concept isn't enough for you to implement it. You have to believe in it.

We don't believe in it because we don't see any evidence of the harmful effects of dissatisfying a customer or losing one. The reason why we do not see the cost of customer dissatisfaction is because a dissatisfied customer turns into a customer iceberg. Just like an iceberg, customer iceberg also hides most of the cost of customer dissatisfaction.

In this book, Avinash Narula attempts to make the complete customer iceberg visible so that all of us become BELIEVERS. He will lay bare the extensive damage that customer icebergs cause to businesses so that they are cautioned against creating more customer icebergs. Another creative way to understand the importance of customers. Written in story telling style with loads of interesting examples, the concept is explained in simple yet convincing manner.