Customers are powerful. They have a loud voice, a wealth of choice and their expectations are higher than ever. This book covers ten principles you can use to make real world improvements to your customers' experiences, whatever your business does and whoever you are.
"The 1990s are witnessing a number of profound changes in the conduct of international business. This book helps to address the growing need to meet these changing patterns through the development of dynamic new perspectives on the key issues currently shaping international busi…
The book is a practical guide to designing services that work for people. It offers insights, methods and case studis to help design, implement and measure multichannel service experiences with greater impact for costumers, businesses and society.
