The Best Service Is No Service

Author : Bill Price,David Jaffe
Publisher : John Wiley & Sons
Page : 341 pages
File Size : 40,9 Mb
Release : 2011-09-14
Category : Business & Economics
ISBN : 9781118039397

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The Best Service is No Service by Bill Price,David Jaffe Pdf

In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences

Author : BusinessNews Publishing,
Publisher : Primento
Page : 27 pages
File Size : 49,7 Mb
Release : 2014-10-28
Category : Business & Economics
ISBN : 9782511019993

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Summary: The Best Service Is No Service by BusinessNews Publishing, Pdf

The must-read summary of Bill Price and David Jaffe's book: "The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy & Control Costs". This complete summary of the ideas from Bill Price and David Jaffe's book "The Best Service Is No Service" shows that customers don't want a "relationship" with a company - they want to buy their product and they want it to work. In fact, customer service relationships are associated by most people as negative since you only need them when something goes wrong. In their book, the authors explain seven strategies that companies should use to eliminate the need for customer service altogether. This summary explains each of these strategies and is a practical and applicable guide to improving your customer experience. Added-value of this summary: • Save time • Understand key concepts • Expand your business knowledge To learn more, read "The Best Service Is No Service" and find out why you should forget about customer service altogether and save your company time and money.

Author : Louise Downe
Publisher : BIS Publishers
Page : 0 pages
File Size : 52,8 Mb
Release : 2020-03-03
Category : Business & Economics
ISBN : 9063695438

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Good Services by Louise Downe Pdf

Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.

Author : Frances X. Frei,Frances Frei,Anne Morriss
Publisher : Harvard Business Press
Page : 262 pages
File Size : 53,9 Mb
Release : 2012
Category : Customer relations
ISBN : 9781422133316

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Uncommon Service by Frances X. Frei,Frances Frei,Anne Morriss Pdf

Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

Author : Stanley Marcus
Publisher : University of North Texas Press
Page : 260 pages
File Size : 54,8 Mb
Release : 2001
Category : Biography & Autobiography
ISBN : 1574411373

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Quest for the Best by Stanley Marcus Pdf

"Quest for the Best is not just a nostalgic look, however, at the age of handcrafted elegance. Marcus gives good advice on how consumers can educate themselves about the best, demand it, and get it. He describes his own experiences with the best in chapters such as "The Things You Love to Touch" and "Bed and Board." Witty, urbane, but always accessible, Marcus is a joy to read."--BOOK JACKET.

Author : Daniel Scott Tysdal
Publisher : Unknown
Page : 232 pages
File Size : 53,6 Mb
Release : 2013-12-11
Category : Poetry
ISBN : 0199002363

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The Writing Moment by Daniel Scott Tysdal Pdf

a href=http://prismmagazine.ca/2014/09/24/an-interview-with-daniel-scott-tysdal/"PRISM International magazine interview with Daniel Scott Tysdal/a This practical guide to composing original, evocative poetry explores all aspects of the writing process-including finding inspiration, organizing ideas on paper, revising first drafts, and sharing poems with others. Accessible and encouraging throughout, this invaluable resource helps beginner poets find their voice and master the tools of the trade."

Author : Daniele Catalanotto
Publisher : Independently Published
Page : 258 pages
File Size : 49,7 Mb
Release : 2018-11-29
Category : Design
ISBN : 1790531233

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Service Design Principles 1-100: 100 Ideas to Improve the User and Customer Experience in Simple and Practical Ways. by Daniele Catalanotto Pdf

The hypothesis of this handbook is that you don't need to understand the full extent of Service Design to improve the user and customer experience. You don't need to understand all the theory to create great services.That's why each principle in this handbook is summarized in a simple rule of thumb. These simple rules of thumb should be enough for smart readers. You might find, under each principle, a little story, an example, or a study. This additional content can help you turn this principle into action.

Author : John R. DiJulius
Publisher : Greenleaf Book Group
Page : 200 pages
File Size : 55,8 Mb
Release : 2015-01-06
Category : Business & Economics
ISBN : 9781626341302

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The Customer Service Revolution by John R. DiJulius Pdf

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 revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

Author : Martha Rogers,Don Peppers
Publisher : John Wiley & Sons
Page : 517 pages
File Size : 51,6 Mb
Release : 2022-04-19
Category : Business & Economics
ISBN : 9781119815341

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Managing Customer Experience and Relationships by Martha Rogers,Don Peppers Pdf

Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world’s leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to “treat different customers differently.” This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.

Author : Shep Hyken
Publisher : Shepard Presentations, LLC
Page : 80 pages
File Size : 41,9 Mb
Release : 1993
Category : Business & Economics
ISBN : 9780963782007

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Moments of Magic by Shep Hyken Pdf

Author : John A. Goodman
Publisher : AMACOM/American Management Association
Page : 256 pages
File Size : 50,8 Mb
Release : 2009
Category : Business & Economics
ISBN : 0814413331

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Strategic Customer Service by John A. Goodman Pdf

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. The Author draws on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard data and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

Author : Bill Price and David Jaffe
Publisher : Unknown
Page : 4 pages
File Size : 48,7 Mb
Release : 2008
Category : Electronic
ISBN : OCLC:958532728

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The Best Service Is No Service by Bill Price and David Jaffe Pdf

Author : Jeff Toister
Publisher : Toister Performance Solutions
Page : 219 pages
File Size : 52,5 Mb
Release : 2019-03-15
Category : Electronic
ISBN : 0578433362

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Getting Service Right by Jeff Toister Pdf

Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as: Company cultures that unwittingly discourage excellent customer service.Employees torn between following policy or serving the customer.Cost reduction efforts that actually increase the cost of service.Poor products and services that make it impossible to satisfy customers.Bad habits that make it difficult to listen to customers' needs.Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.Note: the first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About I

Author : Micah Solomon
Publisher : AMACOM
Page : 268 pages
File Size : 43,5 Mb
Release : 2012-05-26
Category : Business & Economics
ISBN : 9780814417911

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High-Tech, High-Touch Customer Service by Micah Solomon Pdf

Twitter, smartphones, and self-service kiosks are taking over, and tech-savvy business dealings are no longer an advantage--they’re a requirement. With entertaining humor and inarguable logic, author Micah Solomon offers surefire strategies for success by exploring the timelessness of customer service (i.e., what hasn’t changed), the high-tech tools that could give you a customer service advantage, and the systemic social shifts that are changing your customer’s expectations of the way you do business. You’ll learn inside secrets of wildly successful customer service initiatives, from internet startups to venerable brands, and how to turn casual customers into fervent supporters who will spread the word far and wide--online and off. High-Tech, High-Touch Customer Service does this by teaching readers the six major customer trends and what they mean for business; the eight unbreakable rules for social media customer service; how to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums; how to understand and leverage the rising power of self-service; and how to build a company culture that breeds stellar customer service.With special features including lessons from the latest newsworthy customer service blunders, you’ll be equipped to retool old-fashioned customer service and turn time-strapped, screen-addicted, value-savvy, and socially engaged critics into fervent loyal customers who help your business thrive.

Author : Marc Stickdorn,Markus Edgar Hormess,Adam Lawrence,Jakob Schneider
Publisher : "O'Reilly Media, Inc."
Page : 1341 pages
File Size : 43,7 Mb
Release : 2018-01-02
Category : Business & Economics
ISBN : 9781491927137

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This Is Service Design Doing by Marc Stickdorn,Markus Edgar Hormess,Adam Lawrence,Jakob Schneider Pdf

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 specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.