Creating And Sustaining A Superior Customer Service Organization

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Creating and Sustaining a Superior Customer Service Organization

James Poisant
Creating and Sustaining a Superior Customer Service Organization Book PDF

Author : James Poisant
Publisher : Bloomsbury Publishing USA
Page : 188 pages
File Size : 41,8 Mb
Release : 2001-10-30
Category : Business & Economics
ISBN : 9780313004780

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Creating and Sustaining a Superior Customer Service Organization by James Poisant Pdf

Poisant reveals the secrets of superior customer service organizations. He redefines the role of management and organizations, taking the reader on a journey and discovering the true nature of superior managers and organizations. Those in management positions who seek to understand how to better motivate their employees and better serve their customers will find the answers they are searching for in these pages. Managers will relearn nearly everything they have been taught about the profession of management. Redefining the criteria of power and success, Poisant supplies a blueprint for survival in a competitive environment. Anyone charged with the management of others will find the approach valuable, as will students and scholars of management.

Competitive Advantage

Michael E. Porter
Competitive Advantage Book PDF

Author : Michael E. Porter
Publisher : Simon and Schuster
Page : 592 pages
File Size : 42,7 Mb
Release : 2008-06-30
Category : Business & Economics
ISBN : 9781416595847

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Competitive Advantage by Michael E. Porter Pdf

Now beyond its eleventh printing and translated into twelve languages, Michael Porter’s The Competitive Advantage of Nations has changed completely our conception of how prosperity is created and sustained in the modern global economy. Porter’s groundbreaking study of international competitiveness has shaped national policy in countries around the world. It has also transformed thinking and action in states, cities, companies, and even entire regions such as Central America. Based on research in ten leading trading nations, The Competitive Advantage of Nations offers the first theory of competitiveness based on the causes of the productivity with which companies compete. Porter shows how traditional comparative advantages such as natural resources and pools of labor have been superseded as sources of prosperity, and how broad macroeconomic accounts of competitiveness are insufficient. The book introduces Porter’s “diamond,” a whole new way to understand the competitive position of a nation (or other locations) in global competition that is now an integral part of international business thinking. Porter's concept of “clusters,” or groups of interconnected firms, suppliers, related industries, and institutions that arise in particular locations, has become a new way for companies and governments to think about economies, assess the competitive advantage of locations, and set public policy. Even before publication of the book, Porter’s theory had guided national reassessments in New Zealand and elsewhere. His ideas and personal involvement have shaped strategy in countries as diverse as the Netherlands, Portugal, Taiwan, Costa Rica, and India, and regions such as Massachusetts, California, and the Basque country. Hundreds of cluster initiatives have flourished throughout the world. In an era of intensifying global competition, this pathbreaking book on the new wealth of nations has become the standard by which all future work must be measured.

Customer Service Management in Africa

Robert Hinson,Ogechi Adeola,Terri Lituchy,Abednego Amartey
Customer Service Management in Africa Book PDF

Author : Robert Hinson,Ogechi Adeola,Terri Lituchy,Abednego Amartey
Publisher : CRC Press
Page : 361 pages
File Size : 40,5 Mb
Release : 2020-05-07
Category : Business & Economics
ISBN : 9780429633430

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Customer Service Management in Africa by Robert Hinson,Ogechi Adeola,Terri Lituchy,Abednego Amartey Pdf

Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.

Building a Customer Service Culture

Bob Hobbi,Mario Martinez
Building a Customer Service Culture Book PDF

Author : Bob Hobbi,Mario Martinez
Publisher : IAP
Page : 165 pages
File Size : 40,8 Mb
Release : 2008-08-01
Category : Business & Economics
ISBN : 9781607528272

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Building a Customer Service Culture by Bob Hobbi,Mario Martinez Pdf

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 service; they are hungry to establish long-term relationships with those who provide not only a one-time solution but serve as a long-term resource. There is a problem, however. Organizations and the people who work within them have difficulty implementing the principles of customer service. The vast majority of books and training materials on customer service teach the concepts, but do not provide the tools to implement them. In The Seven ServiceElements of Customer Success, we take you on an enjoyable journey where you will learn about the foundational principles of customer service and acquire the tools to implement those principles. These application tools will help make you more successful in your job and simultaneously contribute to an enhanced service culture in your organization. In the pages that follow, we blend classic knowledge with new information to create valuable insights about how to make customer service a sustainable competitive advantage in your job and for your organization.

Superior Customer Value

Art Weinstein
Superior Customer Value Book PDF

Author : Art Weinstein
Publisher : Routledge
Page : 230 pages
File Size : 49,6 Mb
Release : 2018-12-07
Category : Business & Economics
ISBN : 9781351214322

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Superior Customer Value by Art Weinstein Pdf

Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.

The Nordstrom Way to Customer Experience Excellence

Robert Spector,breAnne O. Reeves
The Nordstrom Way to Customer Experience Excellence Book PDF

Author : Robert Spector,breAnne O. Reeves
Publisher : John Wiley & Sons
Page : 224 pages
File Size : 49,7 Mb
Release : 2017-08-30
Category : Business & Economics
ISBN : 9781119375388

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The Nordstrom Way to Customer Experience Excellence by Robert Spector,breAnne O. Reeves Pdf

"Top Ten Business Books For 2017" - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's "Best Companies to Work For" and "Most Admired" lists every year since those surveys have been taken. With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences. 'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.' In this book, readers will find: Suggestions for becoming the Nordstrom of your industry The ten values that define a customer-driven culture Lessons for providing superior service and experience across all channels

SUSTAINING High Performance

Stephen Haines
SUSTAINING High Performance Book PDF

Author : Stephen Haines
Publisher : CRC Press
Page : 292 pages
File Size : 55,8 Mb
Release : 2022-05-29
Category : Business & Economics
ISBN : 9781000162257

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SUSTAINING High Performance by Stephen Haines Pdf

In an attempt to achieve high levels of growth, profit, and competitive advantage, American businesses have been implementing a variety of management initiatives, such as TQM, reengineering, service management, self-directed work teams, and empowerment. Too often, these initiatives, when implemented individually, fail or provide only short-term results. American industry is now realizing that no single initiative can provide an overall, long-term solution. A more comprehensive, integrated approach is necessary to sustain future success. Sustaining High Performance shows you how to develop and implement an integrative "systems-thinking" strategy that will ensure a successful long-term management plan. Sustaining High Performance will help you reinvent your strategic management system (planning and change) for the 21st century and give you the tools and information to pull ahead of the competition and become a powerhouse organization.

Managing to Keep the Customer

Robert L. Desatnick
Managing to Keep the Customer Book PDF

Author : Robert L. Desatnick
Publisher : Unknown
Page : 192 pages
File Size : 52,9 Mb
Release : 1987
Category : Business & Economics
ISBN : UOM:39015016230743

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Managing to Keep the Customer by Robert L. Desatnick Pdf

Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer.

Strategies for e-Business

Tawfik Jelassi,Francisco J. Martínez-López
Strategies for e Business Book PDF

Author : Tawfik Jelassi,Francisco J. Martínez-López
Publisher : Springer Nature
Page : 793 pages
File Size : 42,7 Mb
Release : 2020-06-28
Category : Business & Economics
ISBN : 9783030489502

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Strategies for e-Business by Tawfik Jelassi,Francisco J. Martínez-López Pdf

This is the fourth edition of a unique textbook that provides extensive coverage of the evolution, the current state, and the practice of e-business strategies. It provides a solid introduction to understanding e-business and e-commerce by combining fundamental concepts and application models with practice-based case studies. An ideal classroom companion for business schools, the authors use their extensive knowledge to show how corporate strategy can imbibe and thrive by adopting vibrant e-business frameworks with proper tools. Students will gain a thorough knowledge of developing electronic and mobile commerce strategies and the methods to deal with these issues and challenges.

Superior Customer Value in the New Economy

Simon Ang,Alejandro Oliva
Superior Customer Value in the New Economy Book PDF

Author : Simon Ang,Alejandro Oliva
Publisher : CRC Press
Page : 406 pages
File Size : 51,5 Mb
Release : 2004-05-27
Category : Business & Economics
ISBN : 9780203501498

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Superior Customer Value in the New Economy by Simon Ang,Alejandro Oliva Pdf

Great companies consistently meet and exceed customer desires. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition offers a blueprint for responding effectively to customer demands and for creating the benchmarks common to world-class service companies. The Second Edition elaborates on the latest perspectives of the busin

Superior Customer Value

Art Weinstein,D. Hank Ellison
Superior Customer Value Book PDF

Author : Art Weinstein,D. Hank Ellison
Publisher : CRC Press
Page : 320 pages
File Size : 46,8 Mb
Release : 2012-02-24
Category : Business & Economics
ISBN : 9781439861295

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Superior Customer Value by Art Weinstein,D. Hank Ellison Pdf

A customer-centric culture provides focus and direction for the organization, ensuring that exceptional value will be offered to customers this, in turn, results in enhanced market performance. Unfortunately, caught up in the daily economic and competitive pressures of running complex and fast-changing businesses, managers may lose sight of custo

Creating Productive Organizations

Elizabeth Smith
Creating Productive Organizations Book PDF

Author : Elizabeth Smith
Publisher : CRC Press
Page : 270 pages
File Size : 54,6 Mb
Release : 1995-09-01
Category : Business & Economics
ISBN : 1884015867

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Creating Productive Organizations by Elizabeth Smith Pdf

A highly motivated, competent work force is vital to an organization's success. Creating Productive Organizations is an interactive manual that challenges and encourages readers to assess and develop a clear vision of their areas of competence and interest in order to enhance productivity. Basic, common sense information about people, jobs, and the workplace is presented using simple descriptions, methods, contemporary examples and illustrations. Readers are skillfully guided through the process of identifying and defining their skills, abilities, beliefs, values, work methods, knowledge, and strengths. Step-by-step guidelines enable readers to evaluate and more closely match their talents, goals, and visions with current and future demands of the constantly changing workplace. Written for supervisors, managers, leaders, mentors, work teams members, academicians, students, and anyone striving to learn more about themselves in order to increase job satisfaction and overall performance. Creating Productive Organizations is an excellent stand-alone resource-however, the facilitator's guide is recommended for industry training or classroom use. Facilitator's Guide The facilitator's guide is a multilevel, experiential teaching tool that provides activities, inventories, questionnaires, surveys and discussion resources for individual and group use. Its content follows the same format as the manual and is designed to supplement and reinforce material presented in each chapter.

Organizational Change Management Strategies in Modern Business

Goksoy, Asl?
Organizational Change Management Strategies in Modern Business Book PDF

Author : Goksoy, Asl?
Publisher : IGI Global
Page : 461 pages
File Size : 44,7 Mb
Release : 2015-10-30
Category : Business & Economics
ISBN : 9781466695344

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Organizational Change Management Strategies in Modern Business by Goksoy, Asl? Pdf

Scholars agree that change has become a staple in organizational life and will likely remain as such beyond the 21st century. As the rate of change continues to accelerate, organizations must strive to develop and implement new initiatives in order to obtain significant benefits to organizational survival, economic viability, and human satisfaction. Organizational Change Management Strategies in Modern Business covers the most important elements of change management as well as the difficulties and challenges that organizations have faced when implementing change. In sampling different disciplines relevant to topics such as resistance to change, mergers and acquisitions management, leadership, the role of human resource strategies, and culture, this reference work is a useful resource for academics, professionals, managers, administrators, and others interested in organizational change.

Systems Engineering and management for Sustainable Development - Volume II

Andrew P. Sage
Systems Engineering and management for Sustainable Development Volume II Book PDF

Author : Andrew P. Sage
Publisher : EOLSS Publications
Page : 362 pages
File Size : 53,9 Mb
Release : 2009-09-30
Category : Electronic
ISBN : 9781905839018

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Systems Engineering and management for Sustainable Development - Volume II by Andrew P. Sage Pdf

Systems Engineering and Management for Sustainable Development is a component of Encyclopedia of Technology, Information, and Systems Management Resources in the global Encyclopedia of Life Support Systems (EOLSS), which is an integrated compendium of twenty one Encyclopedias. This theme discusses: basic principles of systems engineering and management for sustainable development, including: cost effectiveness assessment; decision assessment, tradeoffs, conflict resolution and negotiation; research and development policy; industrial ecology; and risk management strategies for sustainability. The emphasis throughout will be upon the development of appropriate life-cycles for processes that assist in the attainment of sustainable development, and in the use of appropriate policies and systems management approaches to ensure successful application of these processes. The general objectives of these chapters is to illustrate the way in which one specific issue, such as the need to bring about sustainable development, necessarily grows in scope such that it becomes only feasible to consider the engineering and architecting of appropriate systems when the specific issue is imbedded into a wealth of other issues. The discussions provide an illustration of the many attributes and needs associated with the important task of utilizing information and knowledge, enabled through systems engineering and management, to engineer systems involving humans, organizations, and technology, in the support of sustainability. These two volumes are aimed at the following five major target audiences: University and College students Educators, Professional practitioners, Research personnel and Policy analysts, managers, and decision makers and NGOs

The Focused Organization

Antonio Nieto-Rodriguez
The Focused Organization Book PDF

Author : Antonio Nieto-Rodriguez
Publisher : Routledge
Page : 248 pages
File Size : 51,5 Mb
Release : 2016-03-16
Category : Business & Economics
ISBN : 9781317031574

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The Focused Organization by Antonio Nieto-Rodriguez Pdf

In The Focused Organization Antonio Nieto-Rodriguez shows you how fewer, more effectively elected and managed projects are the key to strategic and long-term success. Using his own research and work experience he explains how and why those organizations that focus on just a few key initiatives can perform significantly better than unfocused organizations, not only financially but also in achieving their strategic objectives and motivating their staff. The author introduces a new way of looking at a company through two very different and often conflicting dimensions: running-the-business and changing-the-business. What you add to one dimension you have to subtract from the other one. Finding the right balance between these two dimensions represents one of the major challenges to successful strategy execution. Becoming a focused organization involves a radical change in the way companies are organized and the way they select and manage projects - the creation of a new culture. The Focused Organization discusses the characteristics that comprise a focused organization. It describes key areas where a focused organization builds its levels of maturity; provides examples of focused organizations that outperform the rest; and explains in practical steps how all enterprises can become focused. The book finishes with a unique and inspiring case study that transports us to the early days of the current business world. Through the main character, Benny White, we learn how a business was conducted and how management evolved over decades with the introduction of business theories, including project management.