Download or read book Winning at Service written by Waldemar Schmidt and published by John Wiley & Sons. This book was released on 2003-07-25 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book reveals the Secrets to Service Success by analyzing four service companies that grew from small beginnings to the leaders in their industries. Interviews with the four CEOs who guided the companies to their success reveal the three basic principles they all share. The CEOs interviewed are Thomas Berglund of Securitas and J. Philip Sorensen of Group4Falck, the world's two largest security companies, Francis Mackay of Compass plc and Pierre Bellon of Sodexho Alliance, the world's two largest food service companies.

Download or read book Award winning Customer Service written by Renee Evenson and published by Amacom. This book was released on 2007 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Award-Winning Customer Service" offers scores of quick tips for readers looking to improve and then maintain their company's level of customer service. The book is filled with practical advice on planning and goal-setting, effective communication, leadership, and other topics.

Download or read book Win the Customer written by Flavio Martins and published by AMACOM. This book was released on 2015-09-23 with total page 251 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the unique, outstanding customer service experience that you continually provide for your customers. In Win the Customer, companies can learn practical, powerful techniques for energizing the way they interact with the people who drive their business, distinguishing themselves from the competition by providing their customers with something truly special. Author and vice president of operations Flavio Martin, named by the Huffington Post as a “most influential social customer service pro,” fills his invaluable guide with examples and inspiration in order to show readers how to:• Align the business around a customer service mission• Make every employee a customer service agent• Create an environment in which exceptional service experiences can happen• Humanize customer service, virtually and in person• Empower employees to find innovative solutions• All the random acts of WOW--they’re often the most memorable• And much moreProducts and prices can only get you in the door with new customers. But exceptional customer service will keep them lifelong fans. Win the Customer is your guidebook for building your fan base!

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 Winning in Service Markets written by Jochen Wirtz and published by World Scientific. This book was released on 2016-12-09 with total page 704 pages. Available in PDF, EPUB and Kindle. Book excerpt: Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

Download or read book Winning on Purpose written by Fred Reichheld and published by Harvard Business Press. This book was released on 2021-12-07 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries. But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS. With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.

Download or read book Remarkable Service written by The Culinary Institute of America and published by John Wiley & Sons. This book was released on 2009-05-04 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: As competition for customers is constantly increasing, contemporary restaurants must distinguish themselves by offering consistent, high-quality service. Service and hospitality can mean different things to different foodservice operations, and this book addresses the service needs of a wide range of dining establishments, from casual and outdoor dining to upscale restaurants and catering operations. Chapters cover everything from training and hiring staff, preparation for service, front-door hospitality to money handling, styles of modern table service, front-of-the-house safety and sanitation, serving diners with special needs, and service challenges—what to do when things go wrong. Remarkable Service is the most comprehensive guide to service and hospitality on the market, and this new edition includes the most up-to-date information available on serving customers in the contemporary restaurant world.

Download or read book Service Orientation written by Paul R. Allen and published by Cambridge University Press. This book was released on 2006-04-13 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: An accessible introduction to service orientation, showing how it works and highlighting the benefits it can deliver.

Download or read book The Customer Service Solution Managing Emotions Trust and Control to Win Your Customer s Business written by Sriram Dasu and published by McGraw Hill Professional. This book was released on 2013-06-28 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express

Download or read book Woo Wow and Win written by Thomas A. Stewart and published by HarperCollins. This book was released on 2016-11-29 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn’t enough to differentiate your business—it needs to be designed for service from the ground up. Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. Bestselling authors and business experts Thomas A. Stewart and Patricia O’Connell contend that most companies, both digital and brick-and-mortar, B2B or B2C; are not designed for service—to provide an experience that matches a customer’s expectations with every interaction and serves the company’s needs. When customers have more choices than ever before, study after study reveals that it’s the experience that makes the difference. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. Service Design is proactive—it is about delivering on your promise to customers in accordance with your strategy, not about acceding to customer dictates. Woo, Wow, and Win teaches you how to create "Ahhh" moments when the customer makes a positive judgment, and to avoid Ow" moments—when you lose a sale or worse, customer trust. Whether you’re giving a haircut, selling life insurance, or managing an office building, your customer is as much a part of your business as your employees are. Together, you and customers create a bank of trust; fueled by knowledge of each other’s skills and preferences. This is Customer Capital, the authors explain, and it is jointly owned. But it’s up to you to manage it profitably. Innovative yet grounded in real world examples, Woo, Wow, and Win is the key strategy for winning customers—and keeping them.

Download or read book Developing Service Products and Brands written by Jochen Wirtz and published by Ws Professional. This book was released on 2017 with total page 54 pages. Available in PDF, EPUB and Kindle. Book excerpt: All service organizations face choices concerning the types of products to offer and how to deliver them to customers. Designing a service product is a complex task that requires an understanding of how the core and supplementary services should be combined, sequenced, and delivered to create a value proposition that meets the needs of target segments. Developing Service Products and Brands is the third volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

Download or read book Managing Customer Relationships and Building Loyalty written by Jochen Wirtz and published by Ws Professional. This book was released on 2017 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: Preface -- Introduction -- The search for customer loyalty -- The wheel of loyalty -- Building a foundation for loyalty -- Strategies for developing loyalty bonds with customers -- Strategies for reducing customer defections -- Enablers of customer loyalty strategies -- CRM: customer relationship management -- Conclusion -- Summary -- Endnotes

Download or read book Playing to Win written by Alan G. Lafley and published by Harvard Business Press. This book was released on 2013 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explains how companies must pinpoint business strategies to a few critically important choices, identifying common blunders while outlining simple exercises and questions that can guide day-to-day and long-term decisions.

Download or read book Spreading the News written by Richard R. JOHN and published by Harvard University Press. This book was released on 2009-06-30 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the seven decades from its establishment in 1775 to the commercialization of the electric telegraph in 1844, the American postal system spurred a communications revolution no less far-reaching than the subsequent revolutions associated with the telegraph, telephone, and computer. This book tells the story of that revolution and the challenge it posed for American business, politics, and cultural life. During the early republic, the postal system was widely hailed as one of the most important institutions of the day. No other institution had the capacity to transmit such a large volume of information on a regular basis over such an enormous geographical expanse. The stagecoaches and postriders who conveyed the mail were virtually synonymous with speed. In the United States, the unimpeded transmission of information has long been hailed as a positive good. In few other countries has informational mobility been such a cherished ideal. Richard John shows how postal policy can help explain this state of affairs. He discusses its influence on the development of such information-intensive institutions as the national market, the voluntary association, and the mass party. He traces its consequences for ordinary Americans, including women, blacks, and the poor. In a broader sense, he shows how the postal system worked to create a national society out of a loose union of confederated states. This exploration of the role of the postal system in American public life provides a fresh perspective not only on an important but neglected chapter in American history, but also on the origins of some of the most distinctive features of American life today. Table of Contents: Preface Acknowledgments The Postal System as an Agent of Change The Communications Revolution Completing the Network The Imagined Community The Invasion of the Sacred The Wellspring of Democracy The Interdiction of Dissent Conclusion Abbreviations Notes Sources Index Reviews of this book: "[A] splendid new book...that gives the lie to any notion that 'government' and 'administration' were 'absent' in early America." DD--Theda Skocpol, Social Science History "This well-researched and elegantly written book will become a model for historians attempting to link public policy to cultural and political change...[It] will engage not only historians of the early republic, but all scholars interested in the relationship between state and society." DD--John Majewski, Journal of Economic History "The strength of the book is...the author's ability to untangle the thousands of social, political, economic, and cultural threads of the postal fabric and to rearrange them into a clear and compelling social history." DD--Roy Alden Atwood, Journal of American History "Richard R. John provides an insightful cultural history of the often-overlooked American postal system, concentrating on its preeminent status for long-distance communication between its birth in 1775 and the commercialization of the electric telegraph in 1844...John effectively draws upon government documents, newspapers, travelogues, and contemporary social and political histories to argue that the postal system causes and mirrors dramatic changes in American public life during this period...John focuses his study on the communication revolution of the past, yet his meticulous analysis of the complex motives forming the postal institution and its policies relate to such current controversies as those that surround the transmission of information in cyberspace. These contemporary disputes highlight the power of the government in shaping the communication of the people. John privileges the postal institution as the reigning communication system, yet he links it with the developing ideology of the nation, and the scope of his study ensures its value--in the disciplines of communication studies, literature, history, and political science, among others--as a history of the past and present." DD--Sarah R. Marino, Canadian Review of American Studies "Spreading the News exemplifies the kind of sophisticated and nuanced research that US postal history has long needed. Richard R. John breaks from the internalist, antiquarian tradition characteristic of so many post office histories to place the postal system at the centre of American national development." DD--Richard B. Kielbowicz, Business History "[John] presents a thoroughly researched and well-written book...[which will give] insight into the history of the post office and its impact on American life." DD--Library Journal "It is surely true that in Richard John the post has had the good fortune to have found its proper historian, one capable of appreciating the complex design and social importance of the means a people use to distribute information. He has also accomplished the impressive feat of gathering together the pieces of a postal history present elsewhere as so many tiny fragments. John has drawn into a coherent design the stories of postal patronage, the decisions about postal privacy, the incidents along post roads used by others as illustrative anecdotes. John's work has inspired in him a deep appreciation for the accomplishments of the post." DD--Ann Fabian, The Yale Review "John's book explains how the letters and newspapers sent through the post were really the glue that held the early 13 states together and that embraced additional states as the nation expanded westward...It is a splendid attempt to show the importance of mail service in the years before the telegraph or the telephone made at least brief news transmission possible. The postal system of the 19th century really was a factor, perhaps the major factor, in making the United States one nation." DD--Richard B. Graham, Linn's Stamp News "This book traces the central role of the postal system in [its] communications revolution and its contribution to American public life. The author shows how the postal system influenced the establishment of a national society out of a loose union of confederated states. Richard John throws light onto a chapter in American history that is often neglected but sets up the origins of some of the most distinctive features of American life today...The book is a comprehensive study on an important American institution during a critical epoch in its history." DD--Monika Plum, Prometheus [UK] "John has produced an original, well-documented, and thoughtful study that offers alternative and enticing interpretations of Jacksonian policies and public institutions." DD--Choice

Download or read book Winning My Wings written by Marion Stegeman Hodgson and published by . This book was released on 2004 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The story of how the author and other WASPs in 1943 won their wings, learning how fly any kind of plane that would free their male counterparts for combat duty overseas.

Download or read book Winning the War in Your Mind written by Craig Groeschel and published by Zondervan. This book was released on 2021-02-16 with total page 254 pages. Available in PDF, EPUB and Kindle. Book excerpt: MORE THAN 500,000 COPIES SOLD! Are your thoughts out of control--just like your life? Do you long to break free from the spiral of destructive thinking? Let God's truth become your battle plan to win the war in your mind! We've all tried to think our way out of bad habits and unhealthy thought patterns, only to find ourselves stuck with an out-of-control mind and off-track daily life. Pastor and New York Times bestselling author Craig Groeschel understands deeply this daily battle against self-doubt and negative thinking, and in this powerful new book he reveals the strategies he's discovered to change your mind and your life for the long-term. Drawing upon Scripture and the latest findings of brain science, Groeschel lays out practical strategies that will free you from the grip of harmful, destructive thinking and enable you to live the life of joy and peace that God intends you to live. Winning the War in Your Mind will help you: Learn how your brain works and see how to rewire it Identify the lies your enemy wants you to believe Recognize and short-circuit your mental triggers for destructive thinking See how prayer and praise will transform your mind Develop practices that allow God's thoughts to become your thoughts God has something better for your life than your old ways of thinking. It's time to change your mind so God can change your life.

Download or read book Service Marketing Communications written by Jochen Wirtz and published by Ws Professional. This book was released on 2017 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Preface -- Introduction -- Integrated service marketing communications -- Defining target audience -- Specifying service communication objectives -- Crafting effective service communication messages -- The services marketing communication mix -- Timing decisions of services marketing communication -- Budget decisions and program evaluation -- Ethical and consumer privacy issues in communications -- The role of corporate design -- Integrated marketing communications -- Conclusion -- Summary -- Endnotes