The brave new service strategy : aligning customer relationships, market strategies, and business structures
Author(s)
Bibliographic Information
The brave new service strategy : aligning customer relationships, market strategies, and business structures
AMACOM, c2000
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Note
Includes bibliographical references and index
Description and Table of Contents
Description
In "the good old days", service providers usually knew ther customers personally, or at least by sight. In modern times, traditional service relationships have mutated almost beyond recognition, and customer service contacts are increasingly automated and anonymous. This volume explores the changing nature of customer service, showing businesses how to adapt and build a service business that gives customers the "personal" service they still yearn for.
Table of Contents
- Service businesses - where we've been and where we're going
- encounters and relationships - understanding the difference
- operating a service business
- starting an encounter business
- encounters with machines
- pseudo-relationships - enhance encounters between customer and organization
- starting a relationship business
- how use of technology is changing service
- service within an organization/between organizations
- the future of service.
by "Nielsen BookData"