Uncommon Service How to Win by Putting Customers at the Core of Your Business

Auteur: Frank Frei
Taal: Engels
Uncommon Service
  • Engels
  • Hardcover
  • 9781422133316
  • Druk: 1
  • februari 2012
  • 272 pagina's
Alle productspecificaties

Samenvatting

Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance ? for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.

In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.

The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make:

? How do customers define ?excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price?

? How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?

? How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture?

? How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?

Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.

Productspecificaties

Inhoud

Taal
Engels
Bindwijze
Hardcover
Druk
1
Verschijningsdatum
2012-02-07
Afmetingen
24,1 x 15,9 x 2,5 cm
Aantal pagina's
272 pagina's
Illustraties
Nee

Betrokkenen

Auteur
Frank Frei Anne Morriss
Co-auteur
Anne Morriss
Uitgever
Harvard Business Review Press

EAN

EAN
9781422133316

Overige kenmerken

Extra groot lettertype
Nee
NUR code
780
Oorspronkelijke releasedatum
2012-02-07
Subtitel
How to Win by Putting Customers at the Core of Your Business
Thema Subject Code
KJM

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