Building a Customer Service Culture
The tenets of excellent customer service are central to any organization that creates or delivers products or services In fact, excellent customer service is a bigger differentiator today than it was twenty years ago. Customers are hungry for good...
Unleashing Excellence
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service t...
Services Marketing B&W
This new international edition of Services Marketing provides an up-to-date and comprehensive overview of the services marketing industry focusing strongly on customer satisfaction, service quality and customer service. Building on the seminal wor...
This Is Service Design Doing
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specifi...
This Is Service Design Doing
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specifi...
This is Service Design Doing
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specifi...
Customer Service Intelligence
Customer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainer's toolkit. Concepts such as: * emotional intelligence * behavio...
Brilliant Customer Service
Keep them coming back for more ¿ Brilliant Customer Service is your guide to help you deliver exceptional customer service and keep your customers coming back time and time and again. It's for anyone involved in any organisation - wh...
Breakthrough Customer Service
Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S&P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of M...
Building a Data Culture
In today's fast-paced digital landscape, organizations face an ever-increasing volume of data that holds immense potential for driving business success. However, many businesses struggle to harness this potential due to a lack of understanding and effective utilization of data within their culture. This book is a comprehensive guide that unveils the transformative power of data and provides actionable insights to cultivate a data-driven organizational culture. The book emphasizes data strategy and data governance's pivotal role in cultivating a mature data culture using practical insights, frameworks, and best practices. This approach ensures robust data culture structures that uphold data integrity, accessibility, and accountability. These structures operate on the people, processes, and technology through analytics, literacy, governance, process management, and data inventory management. The authors introduce the groundbreaking Usage and Flow Data Culture Model, a unique framework
Service Strategy in Action: A Practical Guide for Growing Your B2B Service and Solution Business
In today's competitive global markets, simply making a great product is not enough. To achieve profitable growth and stand out among competitors, you must start to strategically compete through service and innovative solutions for business customers. Professors Christian Kowalkowski and Wolfgang Ulaga guide you how to shift your business from a goods-centric to a service-savvy model. The authors' proprietary twelve-step roadmap to profitable service growth will help you break out of a narrow product-centric logic and discover how to - determine if your company is 'fit-for-service,' - make the most of your existing services, - innovate and create value-added services and customer solutions beyond your products, - embed a true service-centric culture in your organization, - drive change and align your service strategy with corporate goals, - transform your product-centric sales force into a service-savvy sales organization, - design an organizational structure that promotes service
Building Culture
An insider's look at art museums and how they shape the ways we view art, through the¿eyes¿of the architects who design them. Architects and art lovers everywhere will enjoy this remarkable collection of interviews¿from¿sixteen¿of the world's most...
Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer's Business
Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what's driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how toenhance the cus...
Service Modelling
Learn how to use service modelling to streamline and optimize processes! Information about customer needs, the technical composition of services, and service performance are fundamental to effective service management. Service modelling is a struc...
Legendary Service: The Key is to Care
Take Care of Your Customers--or Someone Else Will! Legendary Service Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make...
Marketing Across Cultures
The marketing process is beset by dilemmas and Marketing Across Cultures is a cornerstone book in the Culture for Business series. Trompenaars and Woolliams show how we can understand different markets and customer needs in a wide range of cultura...
Building a Culture of Innovation
SHORTLISTED: CMI Management Book of the Year 2017 - Innovation and Entrepreneurship Category Being a truly innovative company is more than dreaming up new products and services by external consultants and internal taskforces. Staying one step ahea...
Building a Culture of Inclusivity
SHORTLISTED: Business Book Awards 2024 - Diversity, Inclusion and Equality Diversity, equality and inclusion (DEI) have never been so important in organizations and yet many feel inadequately prepared. In this guide, the authors combine their expe...
Building a Global Civic Culture
"Building a Global Civic Culture" is the first book to appear in the Syracuse Studies on Peace and Conflict Resolution series. Boulding's message in this work addresses the series' goals. Of particular interest ...
The Customer Service Revolution
In The Customer Service Revolution , DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service r...
Satisfied Customer
When faced with the choice between cutting costs or improving customer service, most companies focus on tangible assets. But in our service economy, the most important asset is intangible: a company's relationship with its customers. The Satisfied...
Service Design for Business
A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Liv...
Service Design for Business
A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Liv...
Building Services Design for Energy Efficient Buildings
The role and influence of building services engineers are undergoing rapid change and are pivotal to achieving low-carbon buildings. However, textbooks in the field have tended to remain fairly traditional with a detailed focus on the technicaliti...
Strategic Customer Care
How to successfully apply the principles of customer care in any company Most organizations today recognize the importance of improving customer care--the need to go beyond traditional customer service and truly manage customers as assets--but onl...
Building Great Customer Experiences
This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and lo...
Building Great Customer Experiences
This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and lo...
Building Customer-brand Relationships
Almost every advertising, promotion, or marketing communications textbook is based on an inside-out approach, focusing on what the marketer wants to communicate to customers and prospects. This text takes a different view - that the marketer and t...
Building a Digital Future
The dramatic events of 2020 have clarified the urgent need for digital transformation in countless organizations. The rise of remote work and the rapidly increasing use of cloud technologies are just two drivers of the relentless pace of digital d...
Building a Thriving Future
A strategic guide to the AI-powered Metaverse how decision-makers, leaders, businesses, and policymakers can shape the next era of digital transformation. The Metaverse is no longer a distant idea it's unfolding now, powered by AI, big data, and immersive digital ecosystems. It's changing how we work, interact, and create value, offering unparalleled opportunities but also competitive pressures. In Building a Thriving Future, Harvard researcher and AI strategist Paola Cecchi-Dimeglio delivers the first strategy-driven guide for business leaders, policymakers, and decision-makers navigating this transformation. This book moves beyond hype, offering a data-backed, actionable roadmap to help organizations adapt and lead in the Metaverse economy. Divided into three key sections, the book explores how AI-powered Metaverse is accelerating digital transformation, reshaping industries, governance, and the future of work. It includes real-world case studies from healthcare, finance, education,
Building Digital Culture
WINNER: CMI Management Book of the Year Awards 2018 - Management Futures Category Building Digital Culture aims to answer a simple question: How can organizations succeed when the environment they operate in is changing so quickly? The last thing ...
Building Services Engineering
Engineering services within buildings account for ongoing energy use, greenhouse gas contribution and life safety provisions. This fully updated sixth edition of David Chadderton's leading textbook is the perfect preparation for those intending to...
Building Services Engineering
Building Services Engineering: Smart and Sustainable Design for Health and Wellbeing covers the design practices of existing engineering building services and how these traditional methods integrate with newer, smarter developments. These new deve...
People Powered
What if you discovered a blueprint that could grow your brand's reputation and loyalty, dramatically reduce customer service issues, produce content and technology, and cement a powerful, lasting relationship between you and your customers?Communi...
People Powered
What if you discovered a blueprint that could grow your brand's reputation and loyalty, dramatically reduce customer service issues, produce content and technology, and cement a powerful, lasting relationship between you and your customers? Commun...
Services Marketing: Integrating Customer Service Across the Firm 4e
Successful businesses recognize that the development of strong customer relationships through¿ quality service (and services) as well as implementing service strategies for competitive advantage¿ are key to their success. In its fourth Eur...
Customers the Day After Tomorrow
Phase 3 of digitalisation has started. A phase of artificial intelligence has revolutionised the buying behaviour of customers: collecting information, the buying process and customer service have changed dramatically. This book explains the impac...
Amaze Every Customer Every Time
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era businessin any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service c...