I gamle dage hed det: Kunden har altid ret. I dag siger topcheferne faktisk det samme, med lidt opdaterede ord: Bedre kundeoplevelser er vores førsteprioritet!“ Men ser det sådan ud i virkeligheden, i butikken og i netshoppen? – Får kunderne den service, de ønsker? Får de den service, som gør, at de besøger butikken igen og endda anbefaler den til deres familie og venner? Alt for sjældent, kan man læse i denne bog. Og de fleste kunder er nok enige. Tag ansvar for kunden er en praktisk bog for dig, som ønsker at skabe ændringer til gavn for kunderne i din virksomhed. Bogen viser, at det kan skabe en dramatisk effekt på indtjening, kundetilfredshed og medarbejdertilfredshed, hvis virksomheder gør meget mere for at skabe bedre kundeservice. Bogen indeholder en række konkrete anbefalinger og illustrative eksempler, som kan forbedre virksomhedens kundeservice. Forfatteren har stået i spidsen
How to Win by Putting Customers at the Core of Your Business Summary: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management system Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance -- for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. The authors reveal a transformed view of service, presenting an operating model b
The last two decades have seen the rise of the service economy, where image and customer perceptions are crucially important in building a successful business. Nigel Barlow draws on two decades of experience in 20 countries to argue that the age of service has failed to deliver on its promises. He goes far beyond the standard business-speak cliches of customer service to show why merely satisfying customers is not enough. He explores with original examples and firsthand experinces why service so often falls short of customer expectations, and shows how to think and act to create legendary service in the reader's own organization. Forlag: Random House Business Udgivelsesår: 2001 Sprog: Engelsk
Tjenesteydelser adskiller sig fra varer ved, at psykologiske faktorer spiller en stor rolle i forhold til leverandøren og modtageren af disse ydelser. Bogen fokuserer på forskellige måder at forbedre kontakten med borgere og medlemmer i det offentlige. Teorier om de særlige vilkår, som gælder for markedsføring eller levering af tjenesteydelser, med løsningsmodeller og cases. Type: Paperback Bogen handler om markedføring af tjenesteydelser, og hvordan forskellige faktorer påvirker leveringen af disse ydelser.
Service management er kunsten at levere god kundeservice i serviceorienterede virksomheder. Denne bog hjælper med at forstå og implementere strategier, der forbedrer kundeoplevelsen gennem effektive ledelsesteknikker. Type: Paperback Med udgangspunkt i "historier" fra virkeligheden behandler Richard Normann en række emner, som man normalt ikke forbinder med service. Bogen fokuserer især på de faktorer, der har afgørende betydning for vækst og fornyelse: - Kunden som medproducent. - De skjulte ressourcer hos medarbejderne. - Fleksible "servicepakker". - Kvalitetsstyring. - Informationsteknologiens rolle. - Spredning og internationalisering. - Prisfastsættelse som styringsværktøj.
With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that ...customers expect more. Unfortunately, many companies fail to take advantage of and properly manage the tools that now exist, delivering a series of frustrating, disjointed transactions that drive people away. Customer Experience 3.0 provides firsthand guidance on what works, what doesn't - and the revenue and word-of-mouth payoff of getting it right. The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers how to: design and deliver flawless services and products while setting honest customer expectations; create and implement an effective customer access strategy; capture and leverage the voice of the customer to set priorities and imp
How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs Summary: In this groundbreaking book, Bill Price and David Jaffe offer anew, game-changing approach, showing how managers are taking thewrong path and are using the wrong metrics to measure customerservice. Customer service, they assert, is only needed when acompany does something wrong?eliminating the need forservice is the best way to satisfy customers. To be successful,companies need to treat service as a data point of dysfunction andfigure what they need to do to eliminate the demand. The BestService Is No Service outlines these seven principles todeliver the best service that ultimately leads to "no service":Eliminate dumb contactsCreate engaging self-serviceBe proactiveMake it easy to contact your companyOwn the actions across the companyListen and actDeliver great service experiences Titel: Th
Integrating Customer Focus Across the Firm Services Marketing. Forlag: McGraw Hill Higher Education Udgivelsesår: 2012 Sider: 559 Sprog: Engelsk
