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Sinopsis
When it comes to customer satisfaction, consistency is king―not the customer.
While it’s been proven that customer satisfaction can greatly impact many financial aspects of a business―from cash flow to profitability and share price―most companies have not considered the science behind customer service or built a system for it. With Mark Colgate’s FAME model―standing for Framework, Accountability, Moments, and Endurance―companies and organizations will be able to differentiate themselves, and create a unique approach that will communicate their service brand to their customers in a compelling, clear, and memorable manner.
Colgate’s model demands effort, innovation, practice, and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when they’re proving difficult, and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools, and frameworks needed to create their own consistently high-calibre customer service for their organizations, boosting annual returns as a result.
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Mark Colgate is an award-winning Professor of Service Excellence at the University of Victoria, Gustavson School of Business. He is also a regular professor at the China European Business School in Shanghai, the leading business school in China, and has taught in Ireland, New Zealand, and Australia. Mark’s primary research areas are service excellence and coaching and he’s known for his passion for excellent customer service and his innovative teaching style. Mark has consulted for many service organizations including the Commonwealth Bank of Australia, TELUS, the Bank of Ireland, the Bank of New Zealand, Kiwi Experience, Sony, Toyota, Enerco and Whistler Blackcomb.
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The Science of Service: The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd
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The Science of Service: The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd
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The Science of Service : The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd
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The Science of Service : The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd
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Hardcover. Condición: Very Good. The Science of Service: The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd This book is in very good condition and will be shipped within 24 hours of ordering. The cover may have some limited signs of wear but the pages are clean, intact and the spine remains undamaged. This book has clearly been well maintained and looked after thus far. Money back guarantee if you are not satisfied. See all our books here, order more than 1 book and get discounted shipping. Nº de ref. del artículo: 7719-9781989025062
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Paperback. Condición: Very Good. When it comes to customer satisfaction, consistency is kingnot the customer. While its been proven that customer satisfaction can greatly impact many financial aspects of a businessfrom cash flow to profitability and share pricemost companies have not considered the science behind customer service or built a system for it. With Mark Colgates FAME modelstanding for Framework, Accountability, Moments, and Endurancecompanies and organizations will be able to differentiate themselves, and create a unique approach that will communicate their service brand to their customers in a compelling, clear, and memorable manner. Colgates model demands effort, innovation, practice, and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when theyre proving difficult, and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools, and frameworks needed to create their own consistently high-calibre customer service for their organizations, boosting annual returns as a result. The book has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged. Nº de ref. del artículo: GOR009935462
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The Science of Service: The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd
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ISBN 10: 1989025064
ISBN 13: 9781989025062
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