Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers. Este artículo no está disponible.
Rayport, Jeffrey F.; Jaworski, Bernard J.
13 valoraciones de Goodreads
Idioma: inglés
Editorial: Harvard Business Review Press (edition ), 2005
- Tapa dura
- Usado
Librería: BooksRun, Philadelphia, PA, Estados Unidos de AmericaBooksRun
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Condición: Usado - Bueno
EUR 5,42
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It's a well-cared-for item that has seen limited use. The item may show minor signs of wear. All the text is legible, with all pages included. It may have slight markings and/or highlighting.
N° de ref. del artículo 0875848672-8-1
- Título
- Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
- Autor
- Rayport, Jeffrey F.; Jaworski, Bernard J.
- Editorial
- Harvard Business Review Press (edition )
- Año de publicación
- 2005
- Estado
- Very Good
- Encuadernación
- Hardcover
- Idioma
- inglés
- ISBN 10
- 0875848672
- ISBN 13
- 9780875848679
In Best Face Forward, Jeffrey F. Rayport and Bernard J. Jaworski argue that as this "front-office automation" revolution unfolds, competitive advantage will increasingly depend on deploying the right mix of interfaces with customers - human, automated, and hybrids of both - to surpass current levels of performance and service. Based on extensive research inside both start-up and established businesses, Best Face Forward proposes guiding principles and a practical auditing tool for determining how humans and machines can best collaborate in mediating critical customer interactions. Far from dehumanizing the workforce, the authors show how this revolution will create a "people-rich" workplace - one that combines the unique capabilities of humans and machines to create a better world for all of us.
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Acerca del autor
Jeffrey F. Rayport is Chairman and Founder of Marketspace LLC, a subsidiary of Monitor Group. Bernard J. Jaworski is Vice-Chairman of Marketspace LLC and heads its Monitor Executive Development business unit.
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