This book is structured in two volumes. Volume I deals with the basic tenets of service excellence, while Volume II suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples u…
Aimed at students of organisation studies, human resource management and marketing, this text explores the real nature of customer service from different critical perspectives.
Social networking has dramatically altered the way companies react to change. When your customers are delighted, they can amplify your message in ways that were never before possible. But when your company's performance runs short of what you've promised, customers can seize con…
To keep pace with today's connected customers, your company must become a connected company. That means deeply engaging with workers, partners, and customers, changing how work is done, how you measure success, and how performance is rewarded. It requires a new way of thinking a…
Connected companies have the advantage, because they learn and move faster than their competitors. In 'The Connected Company', we examine what they're doing, how they're doing it, and why it works. It shows how any company can use the same principles to adapt - and thrive - in t…
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