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Total Customer Service for Profitability by Larry Swaton,Lawrence Swaton Pdf
The book covers customer service from a strategy viewpoint. It starts as the product is being developed and continues through the product life cycle. It covers planning, marketing, maintenance, training, documentation, staffing, technical support, warranty, contracts, accounting, logistics, inventory, leadership, field service and collecting action. It is a chess game to put them together as a system. For more information, visit Larry Swaton's website at www.swatonandassociates.com.
James L. Heskett,W. Earl Sasser,Leonard A. Schlesinger
Author : James L. Heskett,W. Earl Sasser,Leonard A. Schlesinger Publisher : Simon and Schuster Page : 345 pages File Size : 43,9 Mb Release : 1997-04-10 Category : Business & Economics ISBN : 9781439108307
The Service Profit Chain by James L. Heskett,W. Earl Sasser,Leonard A. Schlesinger Pdf
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
THE 4 DIMENSIONS OF TOTAL CUSTOMER SERVICE by Stuart McKechnie Pdf
This book is about ‘Total Customer Service’ .It applies to all types of organisations large and small, private or public .It considers the ongoing changing context and circumstances such as technology, social media and remote buying which influence the relationship between the selling organisation and the buying customer .It introduces ‘The Customer Service Hallmark’, a unique Customer Service Quality Standard and guiding implementation and benchmarking framework. It takes Customer Service beyond ‘Have a Nice Day ’and the obvious ‘Surface’ approaches to Customer Service. It positions Customer Service as having its roots in the cultural heart of the organisation. The book adopts a holistic view of organisations incorporating Organisation Development approaches to managing improvement interventions .It positions ‘Total Customer Service’ within and across all organisation functions and boundaries and includes a proactive stance to managing external environmental influences .The book provides reflective reading plus new and refreshed ideas, tools and models. The interesting presentation of the book takes the reader through the development of a practical methodology which guides, improves, sustains and maximises the provision of ‘Total Customer Service’ and organisation improvement. Anyone who has an interest in ‘Total Customer Service’ and organisation performance improvement will find this book valuable and enjoyable. ‘Vision to Action’, ‘Sub System Synergy’ , ‘Hilltops’ ,’ERUDITE Leadership,’ ’Futuristic Thinking’ , ‘Competitive Integrity ‘ and ‘Triple E’ touch point management all contribute to Customer Service’ and are some of the innovative concepts included in this book. The book brings together organisational capacity and capability and reflects a synergistic approach which promotes cross functional cooperation and harmony .The ‘Four Dimensions’ of the Customer Service Hallmark provide an integrated framework which positions ‘Total Customer Service’ as a coordinated strategic response to achieving organisation improvement and strategic intent.
Exceptional Service, Exceptional Profit by Leonardo Inghilleri,Micah Solomon Pdf
What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.
Tourist Customer Service Satisfaction by Francis P. Noe,Muzaffer Uysal,Vincent P. Magnini Pdf
Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other’s needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider’s role performance. The book uses encounter theory to examine the customer – provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee – centric competitive advantage in this sector can be achieved in various markets. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.
Who will benefit from this customer service book Invisible Profits: The Power of Exceptional Customer Service. Everyone who has any interaction with potential customers and clients and existing customers and clients will benefit from this valuable customer service book. In this complete guide to exceptional customer service you will learn: (a) How to know exactly what your customer expects - and how to give it to them every time. (b) How exceptional customer service generates exceptional profits- and how to train this concept to your customer service team (c) How to create a positive work environment that benefits customers and employees and generates profits (d) How to manage stressful situations more effectively- you'll even learn how to deal with difficult coworkers ! (e) How to recognize customers' signs and behaviors so that you can meet their needs before they even know what they are. (f) Key tactics that will instantly calm emotional customers so you can solve their problems productively. Customers leave happy and become lifelong, loyal purchasers. Here are just some employment positions within corporations and small businesses that will benefit from this book: customer service representatives, billing specialists, call centers, service professionals, service professional firms, retail stores, field service representatives, account managers, sales professionals, small business owners, technical and support personnel and managers who want customer service training in order to reinforce their skills and train their staff.
Author : Carol J. McNair-Connolly,Kenneth A. Merchant Publisher : John Wiley & Sons Page : 816 pages File Size : 40,6 Mb Release : 2020-04-30 Category : Business & Economics ISBN : 9781119720744
The Definitive Guide to Order Fulfillment and Customer Service by CSCMP,Stanley E. Fawcett,Amydee M. Fawcett Pdf
This is the most authoritative and complete guide to planning, implementing, measuring, and optimizing world-class supply chain order fulfillment and customer service processes. Straight from the Council of Supply Chain Management Professionals (CSCMP), it brings together up-to-the-minute knowledge and best practices for all facets of order fulfillment and customer service process management, from initial customer inquiry through post sales service and support. CSCMP and contributor Stanley Fawcett introduce crucial concepts ranging from customer order cycles to available-to-promise and supply chain RFID to global order capture networks. The Definitive Guide to Order Fulfillment and Customer Service imparts a deep understanding of each crucial process, helping readers optimize your most important customer contacts. Coverage includes: Basic concepts of order fulfillment and customer service, and their essential roles in meeting customer expectations Key elements and processes in order fulfillment and customer service, and interactions amongst them Principles and strategies for establishing efficient, effective, and sustainable order fulfillment and customer service processes The critical role of technology in managing order fulfillment and customer service processes Requirements and challenges of global order fulfillment and customer service processes Best practices for assessing the performance of order fulfillment and customer service processes using standard metrics and frameworks For all supply chain and operations managers, students, and other business professionals and decision-makers who are concerned with order fulfillment or customer service.
Customer Relationship Management: A Step by H. Peeru Mohamed Pdf
This book succinctly explains the cardinal principles of effective customer relationship management (CRM) acquiring, retaining and expanding customer base. The concepts, process, techniques, significance and architectural aspects of CRM are dealt in comprehensive manner. The book would serve as a useful source of reference for designing, developing and implementing CRM in any organization.
DISCOVER HOW TO TRANSFORM YOUR KNOWLEDGE INTO PROFIT: A COMPLETE GUIDE TO SELLING SUCCESSFUL E- BOOKS by Anonim Pdf
ChatGPTUncover the path to transforming your knowledge into profit with "Discover How to Transform Your Knowledge into Profit: A Complete Guide to Selling Successful E-Books." Imagine having the power to share your expertise and make a lucrative income from the comfort of your own creativity. This guide is your ultimate toolkit for navigating the world of e-book publishing and harnessing the potential of your unique insights. Whether you're an aspiring writer or a seasoned author, this comprehensive resource will show you how to turn your passion into a profitable venture. Learn the art of crafting compelling e-books that captivate your audience from the very first page. From choosing the perfect topic to structuring your content for maximum engagement, this guide covers every step of the process, ensuring your e-books stand out in a crowded digital landscape. Discover the techniques to design eye-catching covers, create persuasive marketing materials, and effectively promote your e-books to your target audience. From building your author brand to optimizing your sales strategy, this guide equips you with the tools to turn your passion into a lucrative business. Unlock the secrets behind successful self-publishing, learn how to navigate online platforms, and gain insights into connecting with your readers on a deeper level. From the creation process to building a loyal readership, this guide empowers you to share your knowledge and reap the rewards. Don't miss out on the opportunity to transform your expertise into a profitable e-book empire. Grab your copy of "Discover How to Transform Your Knowledge into Profit" now and embark on a journey of authorial success today!
Total Customer Service by William H. Davidow,Bro Uttal Pdf
A renowned marketing genius and one of today's foremost business journalists team up to unveil the new business trends of the 1990s and their prescriptions for business success.
Formerly published by Chicago Business Press, now published by Sage Performance Management, Fourth Edition covers the design and implementation of effective and successful performance management systems – the key tools that can be used to transform employee talent and motivation into a strategic business advantage. Author Herman Aguinis focuses on research-based findings and up-to-date applications that consider the changing nature of work and organizations.
EBOOK: Services Marketing: Integrating Customer Focus Across the Firm by Alan Wilson,Valarie Zeithaml,Mary Jo Bitner,Dwayne Gremler Pdf
The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach. The core theories, concepts and frameworks are retained, and specifically the gaps model, a popular feature of the book. The text moves from the foundations of services marketing before introducing the gaps model and demonstrating its application to services marketing. In the second edition, the book takes on more European and International contexts to reflect the needs of courses, lecturers and students. The second edition builds on the wealth of European and International examples, cases, and research in the first edition, offering more integration of European content. It has also be fully updated with the latest research to ensure that it continues to be seen as the text covering the very latest services marketing thinking. In addition, the cases section has been thoroughly examined and revised to offer a range of new case studies with a European and global focus. The online resources have also been fully revised and updated providing an excellent package of support for lecturers and students.
Oversight of the Insurance Industry by United States. Congress. Senate. Committee on Governmental Affairs. Permanent Subcommittee on Investigations Pdf
Dr. Atul S.Charde I Dr. Mukul A. Burghate I Kartik Uttarwar
Author : Dr. Atul S.Charde I Dr. Mukul A. Burghate I Kartik Uttarwar Publisher : International Journal of Commerce and Management Studies (IJCAMS) Page : 108 pages File Size : 43,6 Mb Release : 2024-06-18 Category : Business & Economics ISBN : 9798353463900
Marketing of Services by Dr. Atul S.Charde I Dr. Mukul A. Burghate I Kartik Uttarwar Pdf
Services marketing is a form of marketing businesses that provide a service to their customers use to increase brand awareness and sales. Unlike product marketing, services marketing focuses on advertising intangible transactions that provide value to customers.The purpose of this study Material is to present an introduction to the subjects of ‘Marketing of Services’ for Management and Commerce students. The book contains the syllabus from basics of the subjects going into the intricacies of the subjects. All the concepts have been explained with relevant examples and diagrams to make it interesting for the readers.An attempt is made here by the authors to assist the students by way of providing Study Material as per the curriculum with non-commercial considerations. However, it is implicit that these are exam-oriented Study Material and students are advised to attend regular class room classes in the Institute and utilize reference books available in the library for In-depth knowledge.We owe to many websites and their free contents; we would like to specially acknowledge contents of website www.wikipedia.com and various authors whose writings formed the basis for this book. We acknowledge our thanks to them.At the end we would like to say that there is always a room for improvement in whatever we do. We would appreciate any suggestions regarding this study material from the readers so that the contents can be made more interesting and meaningful. Readers can email their queries and doubts to our authors on [email protected]. We shall be glad to help you immediately. Authors:Dr. Atul S. Charde I Dr. Mukul Burghate I Dr. Bharati Barapatre
