Author : David Miller
Publisher : BCS, The Chartered Institute
Page : 197 pages
File Size : 10,98 MB
Release : 2008
Category : Business & Economics
ISBN : 1902505883
Designed to give IT professionals a thorough understanding of their business colleagues and customers, this text sets ambitious new goals for service delivery and demonstrates how to achieve them.
Author : Ruth N. Bolton
Publisher : Business Expert Press
Page : 181 pages
File Size : 49,98 MB
Release : 2016-04-18
Category : Business & Economics
ISBN : 1631573721
The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.
Author : Brian Hunt
Publisher : CRC Press
Page : 190 pages
File Size : 32,98 MB
Release : 2014-11-13
Category : Business & Economics
ISBN : 1439840474
The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and fina
Author : Fred Wiersema
Publisher : Claremont
Page : 221 pages
File Size : 43,96 MB
Release : 1998
Category : Customer relations
ISBN : 9780006388395
Originally published in 1987, this paperback, from the author of THE DISCIPLINE OF MARKET LEADERS demonstrates how companies can profit from establishing more co-operative customer-supplier relationships and describes how customer intimacy works, how to implement it and what pitfalls to look out for. Illustrated with examples from top companies.
Author : Dan Roberts
Publisher : John Wiley & Sons
Page : 290 pages
File Size : 35,52 MB
Release : 2011-04-06
Category : Business & Economics
ISBN : 1118044509
Timely guidance for transforming IT into a strategic business partner Today's leaders are expected to reduce costs, increase productivity, drive innovation and help the business identify and pursue new business opportunities. Successful IT leaders will be the ones that become strategic business partners and decision influencers in their organizations. Unleashing the Power of IT describes in actionable detail, the new mindset, core skill set, and interpersonal tool set that are necessary for IT leaders to thrive in today's increasingly complex challenging business environment. Provides tangible, hard-hitting, real-world strategies, techniques and approaches that will immediately transform your IT workforce and culture Includes Top Ten lists of tips and techniques, proven frameworks and practical guidance to help you launch and sustain your IT culture change and professional development initiatives Addresses how to build a client-focused IT culture; move your organization from order takers to trusted business partners, market IT's value, lead change with confidence, manage projects and vendor relationships A special feature of this book includes a chapter profiling several world-class organizations that have implemented the principles in this book. Learn about the culture change challenges they overcame and benefit from their best practices and successes.
Author : Dennis Snow
Publisher : John Wiley & Sons
Page : 261 pages
File Size : 10,57 MB
Release : 2009-11-16
Category : Business & Economics
ISBN : 0470503807
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 than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Author : Justin Hughes
Publisher : Bloomsbury Publishing
Page : 369 pages
File Size : 34,28 MB
Release : 2016-09-22
Category : Business & Economics
ISBN : 1472930231
"A vivid, compelling and highly readable insight into building world-leading teams and organizations." - Dr Catherine Raines, Chief Executive, UK Trade & Investment The Business of Excellence offers a unique and compelling perspective on the drivers of excellence in teams and organizations. The author, Justin Hughes, brings an unusual mix of experience and insight, having worked as a management consultant to some of the world's most successful organizations, in addition to having served for 12 years as a military fighter pilot, where he became Executive Officer on the RAF Red Arrows. The challenges of high performance and leadership are explored in depth, and are illustrated with insights, interviews and case studies from the military, sporting and corporate worlds. The material includes a proprietary performance model that can be applied to a wide spectrum of organizations, focusing on: · People: the primacy of attitude over skills · Capability: building alignment before setting people free · Delivery: a process to close the gap between desired and actual outcomes · Learning: how to accelerate performance in real time · Leadership: exhibiting a set of behaviours such that others choose to follow · Risk: avoiding the victory of compliance over outcomes. In The Business of Excellence, Justin deconstructs the drivers of high performance with a rare clarity, insight and accessibility, to illustrate and explain tangible tools and methods, all of which can be applied by readers in their own teams and organizations.
Author : Michael Treacy
Publisher : Basic Books
Page : 175 pages
File Size : 15,49 MB
Release : 2007-03-20
Category : Business & Economics
ISBN : 0465003974
The classic bestseller outlining tactics for any business striving to achieve market dominance What does your company do better than anyone else? What unique value do you provide to your customers? How will you increase that value next year? Drawing on in-depth studies and interviews with the top CEOs in the country, renowned business strategists Michael Treacy and Fred Wiersema reveal that successful companies do not attempt to be everything to everyone. Instead, they win customers by mastering one of three "value disciplines": the highest quality products, the lowest prices, or the best customer experiences. From FedEx to Walmart, the companies that relentlessly focused on a single discipline not only thrived but dominated their industries, while once powerful corporations that didn't get the message, from Kodak to IBM, faltered. Presented in disarmingly simple and provocative terms, The Discipline of Market Leaders shows what it takes to become a leader in your market, and stay there, in an ever more sophisticated and demanding world.
Author : Dennis Groves
Publisher : John Wiley & Sons
Page : 405 pages
File Size : 20,35 MB
Release : 2008-12-03
Category : Business & Economics
ISBN : 0470445076
A tough, challenging, and eventful journey is outlined in this cutting-edge business story. Greg, the company President, uses the latest edition of the trusted industry standard, The Oliver Wight Class A Checklist for Business Excellence, to transform his business from mediocrity to industry leading performance. What he learns about senior management responsibilities and behaviors drives him to achieve outstanding rewards and benefits, not the least of which is his company's survival.
Author : Ron Kaufman
Publisher :
Page : 0 pages
File Size : 18,46 MB
Release : 2012
Category : Business & Economics
ISBN : 9780984762507
Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.
