Service Strategy: Management Moves For Customer Results: Management Moves For Customer Results. 2nd Edition - Rilegato

Horovitz, Jacques

Rilegato

ISBN 10: 0273675834 ISBN 13: 9780273675839

Casa editrice: Ft Pr, 2004

Riassunto

Looking at issues like segmentation, measurement, loyalty and people this book provides a systematic approach to service strategy, distilled from over twelve years work with over 100 companies. The second edition is thoroughly revised, adding even more practical advice, checklists and case studies as well as an entirely new chapter "Managing company processes around the customers: the hard side for getting things done" on the nitty gritty of implementation. Each chapter introduces a step-by-step approach which the reader can easily use in their business. Drawing on personal experience of working with many companies in a number of sectors, Horovitz has outlined the "dos" and "don'ts" - mistakes made over and over again by many companies. Each chapter concludes with the questions one should ask for self-diagnosis and to help the reader get started on the path of improving their company's service levels.

Su questo libro

L'autore

Dr Jacques Horovitz is Professor of Service Strategy Marketing and Management at IMD (the International Institute for Management Development) in Lausanne, Switzerland.  He has worked in service marketing within several businesses including ClubMed and EuroDisney.  He created a pan-European consulting company through which he advised CEOs of over 100 companies and has been Managing Director of a retail group with 800 stores in 15 countries. Dr Horovitz has extensively researched service, relationship marketing and customer bonding.  He is the author of Quality Service (1987) a bestseller translated into ten languages, Fifty Rules of Zero Defect Service (1989), and Total Customer Satisfaction (1992).

Dalla quarta di copertina

Professor Jacques Horovitz has been working with Vodafone for several years to help us embed our Passion for Customers into the way we do business.  This book, like his work with us, combines his insights with real life examples and a practical pragmatic approach to actually bringing customer commitment to life in your business.

Nick Holley, Director of Global People and Management Development, Vodafone Group Services Ltd

 

In retail, customer service is the only way to differentiate between companies. Everyone can buy the same merchandise but it is a consistent service to customers that can make you unique. Jacques has helped us over the last 15 years to develop our search for service in more than 800 stores. His book is a step-by-step practical approach that has been extremely useful to GrandVision and permitted us to stay ahead of the competition. Its simplicity makes it applicable to all.

Daniel Abittan, President, GrandVision

 

Your business provides customer service but have you provided your business with a customer service strategy? As the business mindset around the world has shifted from sales to customer satisfaction, the service you provide may prove to be the most sustainable source of differentiation and competitive advantage. 

In this revised edition of Professor Jacques Horovitz’s bestselling book, you will learn how to compete effectively and stand out by mobilizing the entire organization to create a superior customer orientation. 

Highly practical yet based on extensive research with over 100 companies around the world, Service Strategy will help you understand your customers, measure their satisfaction with the customer service you provide, and show you how to implement state-of-the-art solutions.

 

Dettagli dell'edizione

• Editore: Ft Pr
• Data di pubblicazione: 2004
• Lingua: Inglese
• ISBN 10: 0273675834
• ISBN 13: 9780273675839
• Rilegatura: Copertina rigida
• Numero edizione: 2
• Numero di pagine: 205
• Contatto del produttore: non disponibile
• Persona responsabile: non disponibile