In this book the authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and mis…
Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a…
In this book the authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and mis…
Social Customer Service is new. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed. Customer appetite has promoted this form of interaction to the very…
In this book, two customer service industry experts guide you through the process of integrated social media into your traditional customer service infrastructure. The book helps larger businesses recognize where they are on the road to full integration while also serving as a s…
"Social Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day call centres were born. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, inst…
Social Customer Service is new. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed. Customer appetite has promoted this form of interaction to the very…
Presents guidelines to help companies develop products and services customers will buy for premium prices, outlining a revolutionary approach based on a theory that companies are actually "hired" by their customers to perform specific jobs.
Presents guidelines to help companies develop products and services customers will buy for premium prices, outlining a revolutionary approach based on a theory that companies are actually "hired" by their customers to perform specific jobs.
"Presents guidelines to help companies develop products and services customers will buy for premium prices, outlining a revolutionary approach based on a theory that companies are actually 'hired' by their customers to perform specific jobs"--Publisher's description.
Business paradigm shifts are rare. However, the shift to a service-dominant economy and to service-dominant value creation genuinely merits such a designation, both on the surface through the lens of traditional economic measures and even more deeply and profoundly through the l…
