In "Customer Care Excellence," Sarah Cook provides a comprehensive guide to developing and sustaining a customer-service focus within your organization. Emphasizing both strategic and practical aspects of customer care, this book explains how to gain customer commitment and motivate employees to deliver excellent service at all touch points. Cook also explores the impact of social networking on customer behavior and the emotional connection customers have with brands, offering practical steps to create a memorable customer experience. With new material on online technology and customer engagement, this fully revised and updated edition is an essential resource for anyone looking to enhance their customer service and build lasting customer loyalty.