Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers

Rayport, Jeffrey F.; Jaworski, Bernard J.

ISBN 10: 0875848672 / ISBN 13: 9780875848679

Editore: Harvard Business Review Press, 2005

This item shows limited signs of wear overall with minor scuffs or cosmetic blemishes. No curled corners, bent covers or damage to dust jackets. No highlighting writing in pages. Digital codes may not be included and have not been tested to be redeemable and or active. Please note that all items are donated goods and are in used condition. Orders shipped Monday through Friday! Your purchase helps put people to work and learn life skills to reach their full potential. Orders shipped Monday through Friday. Your purchase helps put people to work and learn life skills to reach their full potential. Thank you! Codice articolo 466U1D0021K1

Riassunto:

In Best Face Forward, Jeffrey F. Rayport and Bernard J. Jaworski argue that as this "front-office automation" revolution unfolds, competitive advantage will increasingly depend on deploying the right mix of interfaces with customers - human, automated, and hybrids of both - to surpass current levels of performance and service. Based on extensive research inside both start-up and established businesses, Best Face Forward proposes guiding principles and a practical auditing tool for determining how humans and machines can best collaborate in mediating critical customer interactions. Far from dehumanizing the workforce, the authors show how this revolution will create a "people-rich" workplace - one that combines the unique capabilities of humans and machines to create a better world for all of us.

Product Description: Book by Rayport Jeffrey F Jaworski Bernard J

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Titolo: Best Face Forward: Why Companies Must ...
Casa editrice: Harvard Business Review Press
Data di pubblicazione: 2005
Legatura: Rilegato
Condizione: very_good