Download or read book Customer Service Management in Africa written by Robert Ebo Hinson and published by CRC Press. This book was released on 2020-05-07 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Service Management in Africa written by Robert Hinson and published by CRC Press. This book was released on 2020-05-07 with total page 361 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Service Essentials written by Robert E. Hinson and published by IAP. This book was released on 2019-08-01 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters. Praise for Customer Service Essentials: Lessons for Africa and Beyond "This book captures service excellence by detailing out in a most explicit manner essential services dynamics of Responsiveness, Accessibility, Tangibles, Empathy and Reliability. I highly recommend it!" Esi Elliot Assistant Professor, Marketing Suffolk University, Boston, MA "I am very impressed with this book and excited to see the topics being discussed in the Chapters are geared toward quality customer service in Africa. All the chapters are superbly written, relevant to the African context and above all, the authors cover incredibly interesting topics and support them with pertinent cases. Bringing together such fine minds in the field, this book is useful and a must for anyone serious about customer service, service branding and the need to respect the customer." Charles Blankson Professor of Marketing College of Business University of North Texas "Hinson and colleagues have skillfully put together a useful collection of new perspectives on modern customer service essentials with an African and global perspective. This is a highly recommended text for students and practitioners." Ellis L.C. Osabutey Reader Roehampton University Business School United Kingdom
Download or read book Relationship Marketing and Customer Relationship Management written by Annekie Brink and published by Juta and Company Ltd. This book was released on 2008 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presenting a dramatic shift in the way marketing is viewed and how its value is determined, this diverse resource focuses on the retention of customers through excellent customer service. Attending to the “4 Ps” of marketing, the guidebook addresses the ways in which a marketer can make decisions with the customer’s perspective as the priority. With strategies both for one-to-one marketing and for mass customization, this critical handbook offers information for today’s ever-adapting business environment.
Download or read book Customer Service Delivery in Africa written by Robert Ebo Hinson and published by CRC Press. This book was released on 2024-02-26 with total page 92 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer service management is one of the key pillars of today’s business environment. Businesses operating in sub-Saharan Africa and other frontier markets have begun to embrace the concept of customer service management, with many incorporating the notion into their mission statements – with many forward-thinking companies transitioning from a transactional to a more strategic view of the customer. As customers have evolved and transformed from "passive audiences" to "active players" businesses are moving away from "the old industry model that sees value as created from goods and services to a new model where value is created by experiences". Today, businesses and customers create value through customised, co-produced offerings. This co-creation of value helps firms highlight the customer’s or consumer’s point of view and improve the front-end process of identifying customers’ needs. Given the increasing recognition of the customer as a co-creator of value, perceptions of customer service quality during COVID-19 and afterwards matter to businesses in Africa looking to thrive in a new post-COVID era since customers increasingly face several choices in the bid to access consumer products and services. This book consists of seven chapters beginning with an overview detailing the importance of customer service matters to Africa’s development and ending with a discussion of the future directions for enhanced customer service delivery in Africa. Each chapter in this book includes actual customer service and delivery practices from various countries on the African continent, including Egypt, Ghana, and South Africa, and uncovers the challenges, successes, and potential areas for improvement in delivering quality customer service.
Download or read book Marketing Management in Africa written by George Tesar and published by Routledge. This book was released on 2018-04-27 with total page 313 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book focuses on strategies for developing consumer markets in Africa using concepts and techniques from marketing, entrepreneurship, and project management. The authors argue that entrepreneurial activity in Africa is rapid, but limited, and requires a structured approach to drive success. Beginning with an introductory chapter that frames the socio-economic and technological developments in Africa, readers are introduced to the conceptual model that provides this structured approach in four logical parts: The creative stage Entrepreneurial and enterprise activities Understanding consumer behavior and market segments A project management-based framework. This multidisciplinary approach is supplemented with many examples and cases from a variety of sectors including health care, wind and solar power, and mobile technology. Through these, readers are able to understand how the model is implemented in reality to drive innovative economic and social development. Marketing Management in Africa will prove a valuable companion to any student of marketing or entrepreneurship with a particular interest in Africa.
Download or read book The V Model of Service Quality written by Grafton Whyte and published by Emerald Group Publishing. This book was released on 2018-10-18 with total page 157 pages. Available in PDF, EPUB and Kindle. Book excerpt: The V-Model of Service Quality offers a powerful tool for measuring service quality. This book grounds the theoretical interventions in data drawn from case studies in the Sub-Saharan African context to make the models applicable to both researchers and working managers.
Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Download or read book Essentials of General Management in Africa written by Lemayon Lemilia Melyoki and published by Routledge. This book was released on 2021-04-22 with total page 107 pages. Available in PDF, EPUB and Kindle. Book excerpt: This concise overview of the practice and processes of management in the African context is the first of its kind, and the introductory volume in the new Essentials of Business and Management in Africa short-form textbook series. This book covers the activities that all managers undertake regardless of their functional specialization and is organised around a model of management that consists of planning, organising, staffing, directing and controlling. After introducing each topic, the authors discuss particular characteristics of Africa and African countries and how these influence the topic being covered; for example, relative levels of poverty, prevalence of small and informal businesses and the inadequacy of infrastructure will influence aspects of planning and decision-making, and motivation. Each chapter includes illustrative real-life examples and experiential exercises/short cases. The book begins with a general overview of the African continent and ends with discussions of ethical issues and corporate social responsibility including the management philosophy of Ubuntu. Undergraduate and postgraduate students in Africa and other parts of the world with an interest in the area will appreciate the focus on a region so little discussed in the business and management literature. Due to this dearth of material, this book will also appeal to current and future practicing managers in African countries.
Download or read book Africa written by Michelle Lee and published by Emerald Group Publishing. This book was released on 2016-08-01 with total page 151 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the first of the two volumes, written with strong support from EFMD and GMAC, aimed at understanding and examining the challenges involved in management education across Africa.
Download or read book Uncommon Service written by Frances X. Frei and published by Harvard Business Press. This book was released on 2012 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Download or read book Constitutions and Conflict Management in Africa written by Alan J. Kuperman and published by University of Pennsylvania Press. This book was released on 2015-07-16 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presenting the first database of constitutional design in all African countries, and seven original case studies, Constitutions and Conflict Management in Africa explores the types of domestic political institutions that can buffer societies from destabilizing changes that otherwise increase the risk of violence.
Download or read book Customer Relationship Management written by Francis Buttle and published by Routledge. This book was released on 2009 with total page 495 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.
Download or read book Customer Service in Tourism and Hospitality written by Simon Hudson and published by Goodfellow Publishers Ltd. This book was released on 2017-09-30 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: A fully revised and updated new edition of this bestselling text. New material covers issues such as the sharing economy, technology (Virtual Reality and use of robots) and use of big data to personalize experiences and encourage loyalty.
Download or read book New Public Management in Africa written by Robert E. Hinson and published by Springer Nature. This book was released on 2021-10-25 with total page 343 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book analyses and evaluates the accomplishments, challenges, and approaches associated with the New Public Management (NPM) in Africa towards establishing context-specific interventions for public sector institutions' performance. Taking the reader through various business and management approaches, including leadership in the public sector, digitalisation, market orientation and trust building, this book provides an understanding of the key issues facing public sector organisations in Africa and offers novel ways of approaching public management in a changing socio-economic landscape to drive improved performance of public institutions. The book offers students, practitioners and researchers important insights on NPM and public sector institutions in Africa. The recommendations of the book will help government and policymakers implement appropriate public sector management policies for strengthening public sector service delivery in Africa.
Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by Best Sellers Publishing. This book was released on 1996 with total page 388 pages. Available in PDF, EPUB and Kindle. Book excerpt: Promotes the theory that superior customer service leads to a superior business organisation
Download or read book Intra Africa Migrations written by Inocent Moyo and published by Routledge. This book was released on 2021-02-21 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book discusses regional and continental integration in Africa by examining the management of migration across the continent. It examines borders and securitisation of migration and the challenges and opportunities that arise out of reconfigured continental demographics. The book offers insights on intra-Africa migrations and highlights how intra-continental migration creates socio-economic and cultural borders. It explores how these borders, beyond the physical boundaries of states, including the Berlin Conference-constructed borders, create cultural divides, challenges for economic integration and cross-border security, and irregular migration patterns. While the movement of economic goods is valued for regional economic integration, the mobility of people is seen as a threat. This approach to migration contradicts the intentions of true integration and development, and triggers negative responses such as xenophobia that cannot be addressed by simply managing the physical border and allowing free movement. This book engages in a pivotal discussion of these issues, which are hitherto missing in African border studies, by demonstrating the ubiquity and overreaching influence of various kinds of borders on the African continent. With multidisciplinary contributions that provide an in-depth understanding of intra-Africa migrations and strategies for enhanced migration management, this book will be a useful resource for scholars and students studying geography, politics, security studies, development studies, African studies and sociology.
