The Science of Service: The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd - Rilegato

Colgate, Mark, Ph.D.

 
9781989025062: The Science of Service: The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd
Rilegato
ISBN 10: 1989025064 ISBN 13: 9781989025062
Casa editrice: Page Two Strategies Inc, 2018

Sinossi

When it comes to customer satisfaction, consistency is king—not the customer.

While it’s been proven that customer satisfaction can greatly impact many financial aspects of a business—from cash flow to profitability and share price—most companies have not considered the science behind customer service or built a system for it. With Mark Colgate’s FAME model—standing for Framework, Accountability, Moments, and Endurance—companies and organizations will be able to differentiate themselves, and create a unique approach that will communicate their service brand to their customers in a compelling, clear, and memorable manner.

Colgate’s model demands effort, innovation, practice, and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when they’re proving difficult, and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools, and frameworks needed to create their own consistently high-calibre customer service for their organizations, boosting annual returns as a result.

Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.

Informazioni sull?autore

Mark Colgate is an award-winning Professor of Service Excellence at the University of Victoria, Gustavson School of Business. He is also a regular professor at the China European Business School in Shanghai, the leading business school in China, and has taught in Ireland, New Zealand, and Australia. Mark’s primary research areas are service excellence and coaching and he’s known for his passion for excellent customer service and his innovative teaching style. Mark has consulted for many service organizations including the Commonwealth Bank of Australia, TELUS, the Bank of Ireland, the Bank of New Zealand, Kiwi Experience, Sony, Toyota, Enerco and Whistler Blackcomb.

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Editore
Page Two Strategies Inc
Data di pubblicazione
2018
Lingua
Inglese
ISBN 10 
1989025064
ISBN 13 
9781989025062
Rilegatura
Copertina rigida
Numero di pagine
206
Contatto del produttore
non disponibile
Persona responsabile
non disponibile

Altre edizioni note dello stesso titolo

9781945449406: Cracking the Code of Service: How to Elevate Your Employees and Customers Through World Class Service

Edizione in evidenza

ISBN 10:  1945449403 ISBN 13:  9781945449406
Casa editrice: Elevate, 2018
Rilegato