Download or read book When Customers Think We Don't Care written by Richard W. Buchanan and published by McGraw-Hill Companies. This book was released on 2002 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: Not since the 'Four Ps' of E.J McCarthy have we seen such a breakthrough in marketing and customer service. Whether you're in business, a not-for-profit organisation or a government department, Richard Buchanan's latest edition ofThe Enemy Within, When Customers Think We Don't Care, presents a unique, post-modernist approach to delivering better customer service. Organisations never perish because of competitors, regulators or any other outsider. Organisations self-destruct because of their own actions drive business away. Often there is no reason for employees to want to deliver better customer service. The groundbreaking approach taken by this book is that great customer service will follow when employees can identify what is in it for them. When Customers Think We Don't Careredefines what you thought you knew about marketing. It outlines an easily implemented, step-by-step system that addresses all the key areas of an organisation's operations and it explains in practical terms how to improve then and end actions that self-destruct customer service, companies and jobs.