Batteries Included!

Batteries Included!

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The last two decades have seen the rise and rise of the service economy, where image - and customer perceptions - are crucially important in building a successful business. Rarely do we buy a hard, tangible object called a 'product'. Financial services sell peace of mind; car manufacturers sell a self-image and an aspirational lifestyle; computer and software companies offer 'solutions' - even food is fashion. 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 first-hand 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.Aha! A topic I could latch on to a€“ a#39;hot-deskinga#39; a€“ meaning no one has a pre- assigned office and so they just take their laptop and essential ... People need a sense of ownership in their own space a€“ thata#39;s why they choose their own chairs, as you will see in the communications centre. ... What was the companya#39;s policy to dissatisfied customers? ... I would love to have explored the table in the office that seemed to display many of Datalearna#39;s products a€“ CDs, videos and manuals.

Title:Batteries Included!
Author:Nigel Barlow
Publisher:Random House - 2012-04-24


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