Book description
This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy.The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship.
Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability.
The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.
Product information
- Title: Service Excellence in Organizations, Volume II
- Author(s):
- Release date: June 2019
- Publisher(s): Business Expert Press
- ISBN: 9781949991185
You might also like
book
The Customer Experience Book
Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the …
book
Value Stream Mapping: How to Visualize Work and Align Leadership for Organizational Transformation
The first of its kind—a Value Stream Mapping book written for those in service and office …
book
Product Management Essentials: Tools and Techniques for Becoming an Effective Technical Product Manager
Gain all of the techniques, teachings, tools, and methodologies required to be an effective first-time product …
book
Delivering Business Analysis: The BA Service handbook
Business analysis (BA) is an important business operation, and with some coordinated effort, it can become …