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Author: Jonathan D. Barsky
Publisher: McGraw-Hill
ISBN:
Category : Business & Economics
Languages : en
Pages : 260
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Book Description
Managers in every industry are looking for more and better ways to link custmoer satisfaction with profitability. In this book, Barsky presents the newest customer-service techniques from around the world, in an eight-step, "how-to" program. Includes a game format that challenges and motivates readers to take the initiative and maintain increased customer satisfaction, guidelines for achieving total quality and implementing reengineering and benchmarking activities, and more.
Author: Jonathan D. Barsky
Publisher: McGraw-Hill
ISBN:
Category : Business & Economics
Languages : en
Pages : 260
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Book Description
Managers in every industry are looking for more and better ways to link custmoer satisfaction with profitability. In this book, Barsky presents the newest customer-service techniques from around the world, in an eight-step, "how-to" program. Includes a game format that challenges and motivates readers to take the initiative and maintain increased customer satisfaction, guidelines for achieving total quality and implementing reengineering and benchmarking activities, and more.
Author: John R. DiJulius, III
Publisher: John Wiley & Sons
ISBN: 1118039424
Category : Business & Economics
Languages : en
Pages : 337
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Book Description
What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.
Author: R.M. McNealy
Publisher: Springer Science & Business Media
ISBN: 9780412589201
Category : Technology & Engineering
Languages : en
Pages : 218
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Book Description
This book provides the focus for an organisation's Total Quality Management process; the achievement of `world-class' customer satisfaction. The book draws exclusively from actual case studies of world leading companies.
Author: Eric Lee Harvey
Publisher: The Walk The Talk Company
ISBN: 9781885228345
Category : Consumer satisfaction
Languages : en
Pages : 60
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Book Description
180 Ways To Walk The Customer Service Talk is the resource you'll want to read and distribute to every person in your organization. Packed with powerful strategies and tips to cultivate world-class customer service, this handbook promises to be the answer to getting everyone "Walking The Customer Service Talk" and building a reputation of service integrity. At its low price, if everyone adopts just a few ideas to help ensure customers come back again, this book will pay for itself. All employees at every level of the organization need this powerful guide ... from front line employees, to call center representatives, sales people, telemarketers, managers, client services and marketing teams.
Author: Roy E. Chitwood
Publisher: Book Pub Network
ISBN: 9781935359760
Category : Business & Economics
Languages : en
Pages : 489
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Book Description
Author: Jochen Wirtz
Publisher: Ws Professional
ISBN: 9781944659455
Category : Business & Economics
Languages : en
Pages : 34
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Book Description
Preface -- Introduction -- Creating a world-class service organization -- From losers to leaders: four levels of service performance -- Moving to a higher level of performance -- Customer satisfaction and corporate performance -- Conclusion -- Summary -- Endnotes
Author: Rob Faw
Publisher: Outskirts Press
ISBN: 1977274625
Category : Business & Economics
Languages : en
Pages : 212
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Book Description
Transform your leadership and shape visionary organizations with World Class Value: Leadership Excellence in the Exponential Age. Uncover the keys to high-performance leadership in this indispensable guide, designed to help you excel in competitive environments. Rob's innovative Value-Driven Framework simplifies complex concepts like systems thinking and contextual frameworks, making elite leadership skills accessible to all. Immerse yourself in a rich collection of strategies uniquely tailored to empower leaders at every level to think broadly and act decisively in today's ever-changing world. Drawing from his extraordinary journey from a working-class neighborhood in Washington, D.C., to becoming a pioneering leader in multimedia technologies, Faw encapsulates the essence of high-performance leadership and the creation of world-class organizations. As an experienced executive leader, entrepreneur, and board-certified master coach, Rob infuses his relentless passion for peak performance on every page. Rob’s book dives deep into systems thinking, contextual frameworks, and organizational innovation, crucial for anyone aspiring to grow their leadership and develop world-class organizations. His journey is a testament to his dedication, strategic acumen, and transformative insights. Faw's narrative extends through various roles and industries, from his early days as a newspaper boy to his remarkable achievements as a CEO and a pioneer in digital transformation. World Class Value encapsulates Faw's philosophy of high-performance leadership and building world-class organizations. It thoroughly explores digital transformation, strategic agility, and customer-centric value creation. Faw challenges conventional business wisdom, advocating for a new leadership paradigm that responds dynamically to the market's exponential changes. Jason Clement, CEO of Sports Facilities Companies (SFC), endorses the book, emphasizing its practical applicability. During Faw's business, executive, and leadership coaching, SFC has witnessed significant growth, transforming into a national leader in its industry. This real-world impact illustrates the potency of Faw's strategies, timeless systems thinking, contextual frameworks, and enriched insights for those leaders who want to compete and win. World Class Value sets the stage for a world where digital transformation and exponential change redefine competition and leadership. Faw masterfully connects these global trends to everyday business practices, emphasizing the importance of strategic agility and customer-centric value creation. He offers a fresh perspective on leadership excellence and being a world-class organization, challenging traditional notions and advocating for a new paradigm of leadership and organizational excellence. Readers will find inspiration in Faw's accomplishments as an Ironman, 70-time marathoner, and doctoral candidate researching organizational leadership. His dedication to continuous learning and self-improvement resonates through his writing and podcast, “The School of Empowerment.” Rob invites his readers on a growth voyage, empowering them to unleash their full potential and achieve unprecedented business success. More than a business book, World Class Value is a journey through the complexities of leadership, a testimony to Faw's expertise, and a roadmap for those aspiring for personal growth and impacting their businesses and industries. This book is a must-read for leaders at every level and anyone passionate about developing high-performance leadership and world-class organizations.
Author: Robin Sharma
Publisher: HarperCollins Canada
ISBN: 1443402877
Category : Self-Help
Languages : en
Pages : 149
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Book Description
Like his megaselling The Monk Who Sold His Ferrari—the book that started it all—Discover Your Destiny with The Monk Who Sold His Ferrari delivers another life-changing fable to help readers see the world through a completely new set of eyes. This latest guide offers more of the inspiring but highly practical wisdom of the now famous Julian Mantle, the superstar lawyer who traded his jet-set lifestyle and prized Ferrari for enlightenment and fulfillment. Readers will learn the true purpose of their lives, how to unlock their highest potential, the secret of boundless joy and a direct route to personal freedom. A must-read for all Monk fans.
Author: National Academy of Engineering
Publisher: National Academies Press
ISBN: 0309045886
Category : Technology & Engineering
Languages : en
Pages : 282
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Book Description
Some 70 percent of U.S. manufacturing output currently faces direct foreign competition. While American firms understand the individual components of their manufacturing processes, they must begin to work with manufacturing systems to develop world-class capabilities. This new book identifies principles-termed foundations-that have proved effective in improving manufacturing systems. Authored by an expert panel, including manufacturing executives, the book provides recommendations for manufacturers, leading to specific action in three areas: Management philosophy and practice. Methods used to measure and predict the performance of systems. Organizational learning and improving system performance through technology. The volume includes in-depth studies of several key issues in manufacturing, including employee involvement and empowerment, using learning curves to improve quality, measuring performance against that of the competition, focusing on customer satisfaction, and factory modernization. It includes a unique paper on jazz music as a metaphor for participative manufacturing management. Executives, managers, engineers, researchers, faculty, and students will find this book an essential tool for guiding this nation's businesses toward developing more competitive manufacturing systems.
Author: John A. Goodman
Publisher: HarperChristian + ORM
ISBN: 0814433898
Category : Technology & Engineering
Languages : en
Pages : 279
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Book Description
Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.
