The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer`s Business, Dasu Sriram, Chase Richard
Автор: Frei Frances, Morriss Anne Название: Uncommon Service: How to Win by Putting Customers at the Core of Your Business ISBN: 1422133311 ISBN-13(EAN): 9781422133316 Издательство: Неизвестно Рейтинг: Цена: 28330.00 T Наличие на складе: Есть Описание: Offers a fresh approach for greater productivity, profitability, and competitive advantage through service. This title shows 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.
Автор: Scott David Meerman Название: The New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business ISBN: 1119272424 ISBN-13(EAN): 9781119272427 Издательство: Wiley Рейтинг: Цена: 17940.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: The essential roadmap for the new realities of selling when buyers are in charge Sales and service are being radically redefined by the biggest communications revolution in human history. Today buyers are in charge! There is no more `selling` there is only buying.
Автор: Hastings Название: Applying Service Science In Business; Attaining Growth And Profitability Through Customer Investment And Empowerment ISBN: 160649662X ISBN-13(EAN): 9781606496626 Издательство: McGraw-Hill Рейтинг: Цена: 21680.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This is a must-read for anyone trained in traditional process improvement or business architecture. In surprisingly clear language this book lays out the essentials of service thinking, and how the service paradigm transforms the way in which organizations innovate on behalf of their customers. It shifts the focus from product to experience, from one-sided production to co-creation of value, from the simply measurable to the emotional. I intend to buy a copy for every member of my team-Dart Lindsley, Cisco Sr. Manager of Transformation Planning and Analysis This book will introduce you to Service Science, Management and Engineering (SSME)-a term introduced by IBM to describe service science, which is the application of science, management, and engineering disciplines to tasks that one organization beneficially performs for and with another. The authors detail the disciplines, principles, insights and tools of SSME that are now ready to transition to the mainstream business world with transformative effect. They coin the new term "Service Thinking" to communicate this mainstream business transformation. It includes expository case histories of the service thinking-based transformation of familiar businesses, illustrating the seven principles of service thinking, with compelling examples and clear direction for application.
Автор: Eid Название: Managing Customer Trust, Satisfaction, And Loyalty Through Information Com ISBN: 1466636319 ISBN-13(EAN): 9781466636316 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 180180.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities. <br><br><em>Managing Customer Trust, Satisfaction, and Loyalty through Information Communication</em> highlights technology’s involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage. This reference is a vital source for organisational managers, executives, and professionals, as well as academics and students interested in this constantly changing field.
Автор: Price Название: The Best Service Is No Service: How to Liberate Yo ur Customers from Customer Service, Keep Them Happ y, and Control Costs ISBN: 0470189088 ISBN-13(EAN): 9780470189085 Издательство: Wiley Рейтинг: Цена: 25350.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Praise for The Best Service Is No Service "A very sharp and practical treatise on why so many call centers and service operations are playing with the wrong deck of cards altogether. We strongly recommend it to anyone involved in customer service issues. " -Don Peppers and Martha Rogers, Ph.D.
Organizations around the world are using Lean to redesign care and improve processes in a way that achieves and sustains meaningful results for patients, staff, physicians, and health systems. Lean Hospitals, Third Edition explains how to use the Lean methodology and mindsets to improve safety, quality, access, and morale while reducing costs, increasing capacity, and strengthening the long-term bottom line. This updated edition of a Shingo Research Award recipient begins with an overview of Lean methods. It explains how Lean practices can help reduce various frustrations for caregivers, prevent delays and harm for patients, and improve the long-term health of your organization. The second edition of this book presented new material on identifying waste, A3 problem solving, engaging employees in continuous improvement, and strategy deployment. This third edition adds new sections on structured Lean problem solving methods (including Toyota Kata), Lean Design, and other topics. Additional examples, case studies, and explanations are also included throughout the book. Mark Graban is also the co-author, with Joe Swartz, of the book Healthcare Kaizen: Engaging Frontline Staff in Sustainable Continuous Improvements, which is also a Shingo Research Award recipient. Mark and Joe also wrote The Executive's Guide to Healthcare Kaizen.
Автор: Curtin Steve Название: Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary ISBN: 0814432808 ISBN-13(EAN): 9780814432808 Издательство: McGraw-Hill Рейтинг: Цена: 13710.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: When it comes to customer service, only extraordinary will do. Discover the three elements common to all exceptional service experiences.
Автор: Reason Ben, L?vlie Lavrans, Brand Flu Melvin Название: Service Design for Business: A Practical Guide to Optimizing the Customer Experience ISBN: 1118988922 ISBN-13(EAN): 9781118988923 Издательство: Wiley Рейтинг: Цена: 25350.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: A practical approach to better customer experience through service design Service Design for Business helps you transform your customer`s experience and keep them engaged through the art of intentional service design.
Автор: Gary S. Goodman PhD Название: Monitoring, Measuring, and Managing Customer Service ISBN: 0787951390 ISBN-13(EAN): 9780787951399 Издательство: Wiley Рейтинг: Цена: 40120.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Excellence in customer service does not come about accidentally - it is a learnable set of behaviours that can be monitored, measured and managed. Drawing from the author`s seminar programme, this title provides readers with a system for building and sustaining customer service.
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