This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy. The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship. Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability. The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.

This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy. The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship. Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has longterm sustainability. The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.

Discover the hidden ways to raise your organizations' customer service experiences from ordinary to extraordinary. If you want to know how strong your company's customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee's highest priority, because when it's not, your customers are merely the recipients of a transaction, not an experience, and transactions do not make for a lasting impression or inspire loyalty. In Delight Your Customers, customer service expert Steve Curtin makes a compelling case that customer service managers need to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that create happy and returning customers. Things such as: Expressing genuine interest Offering sincere compliments Sharing unique knowledge Conveying authentic enthusiasm Providing pleasant surprises Delivering service heroics when needed Simply based on their own personal experiences, everyone knows that great customer service is rare. So why wouldn't you want to provide a unique, caring, and beneficial experience for all your customers to rave about with others? With the real-world stories, examples, and strategies shared in Delight Your Customers, you can take the customer service experience you offer from ordinary to extraordinary.

Today's customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the best-selling "Knock Your Socks Off Service(R)" series, "101 Activities for Delivering Knock Your Socks Off Service" provides readers with the practical tools and cost-effective training required to help meet their customers' needs. Taking the unique position of seeing things from the customer's perspective, this collection of fun and enlightening exercises teaches customer service managers and employees valuable ways to help their organizations provide world-class service, and helps them create an action plan for improvement. Written in the same accessible and humorous style that made "Delivering Knock Your Socks Off Service" so popular, this companion guide covers such topics as: - how to say no - empathy vs. sympathy - service recovery - listening - email - telephone skills - customers from hell - winning words and soothing phrases - anticipating customer needs - building reliability - customer feedback - keeping a stress log - and more These simple but effective activities take only minutes, but deliver truly powerful, lasting results.

Dieses Buch beleuchtet den kontinuierlichen Change der disruptiven Digitalisierung umfassend. Damit Unternehmen dieser Herausforderung eines Transformationsprozesses gerecht werden koennen, bedarf es eines ganzheitlichen Umdenkens hin zu einem agilen, innovativen Handeln und Fuhren. Ferner ist eine unternehmensseitig erfolgreiche Integration in ein digitales OEkosystem unabdingbar. Renommierte Autoren aus Wissenschaft und Praxis bieten in diesem Buch aktuelle Handlungsempfehlungen, wie Sie die Disruption gestalten und von ihr profitieren koennen. Der Inhalt * Digital Leadership wer fuhrt, verfuhrt * Digital Mindset erst wenn die Synapsen digital sind, erfolgt ein Neudenken * Digital Strategy zuruck zu den Tugenden des strategischen Wettbewerbsvorteils * Digital Ecosystem - mehr als die Summe seiner Teile

Dieser Band widmet sich Themen zum Customer Experience Management und bietet anhand von Best-Practice-Beispielen unterschiedlichster Branchen, Fallstudien und empirischen Untersuchungen einen umfassenden UEberblick. Im Zeitalter des Kunden werden auf Dauer nur die Unternehmen erfolgreich sein, die ihren Kunden aussergewoehnliche Erlebnisse und einen uberlegenen Nutzen bieten. Hierbei ist es wichtig, das Verhalten und die Erwartungen von Kunden so gut wie moeglich zu verstehen und entlang von Customer Journeys und Touchpoints zu gestalten. Die Beitrage zeigen Ansatze, Hintergrunde und Konzepte, wie Unternehmen das Customer Expericence Management effektiv einsetzen koennen.

Andreas Weber vermittelt Unternehmern und Managern die uberlebenswichtige Facette der Digitalisierung mithilfe eines selbst entwickelten Modells. In dessen Mittelpunkt steht der Mensch: der Kunde im Fokus einer veranderten Wertschoepfungskette, die Mitarbeiter mit Ihrem Engagement, ihrer Kreativitat und Wandlungsfahigkeit und last not least die Fuhrungskrafte als deren Vorbilder und Befahiger sowie als strategische Pioniere. Daten sind der Treibstoff, ihre Integration ist das Geschaft. Nur eine kundenzentrierte Supply Chain ermoeglicht unternehmerisches Wachstum und garantiert den unternehmerischen Fortbestand. Ansprechende Grafiken erlautern die eingangige Darstellung Schritt fur Schritt. Sie eroeffnet dem Leser den Ausblick auf die kommenden funf Jahre, in denen sich entscheidet, wer am Markt uberlebt. Das Buch ist Weckruf und Ansporn, endlich digital zu handeln, um den Unternehmenserfolg zu sichern und zu steigern.

This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as "uninformed," "rude," "hot-tempered," "uncaring"? For your customer, nothing else represents your business more than your employees; therefore, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your business plan is sound. Your product is needed. Your growth strategies are ground-breaking, but poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it's too late.

Dieser Sammelband stellt innovative Methoden, Konzepte und Werkzeuge zur Transformation klassischer Dienstleistungen zu sogenannten "Smart Services" vor. Durch Digitalisierung, Individualisierung und Kundenzentrierung entstehen flexible und zukunftsweisende Modelle, die branchenubergreifend als Schlussel zu erfolgreichen Dienstleistungsinnovationen zu nutzen sind. Zahlreiche Beispiele verdeutlichen die Leistungsfahigkeit und die praktische Umsetzbarkeit der Smart Services als wesentliche Komponente neuer Geschaftsmodelle.

The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also through providing information to the service provider to create a more personalized service experience. Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value Co-Creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. The book concludes with approaches to unlock these capabilities-and further boost value Co-Creation. This second edition includes new and updated examples of technology-enabled innovations that provide unprecedented flexibility in service process design and continue to transform how service providers and customers co-produce services. At the same time, readers will see how these innovations can have important-and sometimes surprising-impacts on the nature of the benefit and cost tradeoffs and synergies that determine value Co-Creation.

"I highly recommend reading this book " -Tony Hsieh, CEO, Zappos.com

Lots of businesses are respected, but only an elite few have passionate, loyal, vocal fans. The kind of customers who not only come back time and time again, but rave to friends, family, and even strangers. The kind who can drive explosive growth via e-mail, blogs, Facebook, and Twitter. Jeanne Bliss is an expert on what it takes to earn that kind of customer.

Bliss has studied and worked with many beloved companies, from longtime successes like Wegmans and Harley-Davidson to relatively new companies like Zappos and The Container Store. They all make the same five fundamental choices. Their reward: an army of fans who say things like, "I'd marry them if I could," and "I love you more than my dog "

Modern consumers are being bombarded with information from every angle. They can't absorb it all and, consequently, tune-out large portions of the information. Therefore, in order to gain their full attention, firms must find ways to surprise them during transactions. They must spawn mental script deviations for them. Research indicates that these script deviations can cement their loyalty. Therefore, Surprise! The Secret to Customer Loyalty in the Service Sector details how to create a surprise culture in a service firm. Any owner or manager competing in one of the many service sectors would benefit from implementing the information contained within these pages.

The breakthrough selling method that converts leads into customers, customers into repeat customers, and repeat customers into lifelong relationships

Salespeople too often approach selling as a transaction instead of a relationship--going in with the intention to sell rather than to build a relationship. Use the lessons in "Contagious Selling" to put relationships first--and sales will inevitably follow.

"Contagious Selling" provides the tools for captivating even the toughest customers and then cultivating genuine relationships through the power of being contagious. A leading expert on persuading and motivating others, David Rich presents his powerful new method for attracting, connecting with, and maintaining buyers. Inside, he teaches you how to Get prospects to feel as if they've known you their whole lives Use voice modulation and body language to instantly connect with anybody Sell yourself without sounding self-serving Manage the transition from captivation to cultivation Make your customers "competition proof"

Songwriter Dave Carroll wasn't the first person abused by an airline's customer service. But he was the first to show how one person, armed with creativity, some friends, $150 and the Internet, could turn an entire industry upside down. United Airlines had broken Dave's guitar after his luggage had been checked on one fateful day. After eight months of pestering the airline for compensation, Dave turned to his best tool - songwriting - and vowed to create a YouTube video about the incident that he hoped would garner a million views in one year. Four days after launching, the first million people had watched 'United Breaks Guitars'. United stock went down 10 percent, shedding $180 million in value; and Dave appeared on television to tell his story. United relented. And throughout the business world, people began to realise that 'efficient' but inhuman customer-service policies had an unseen cost - brand destruction by frustrated, creative and socially connected customers. United Breaks Guitars has become a textbook example of the new relationship between companies and their customers, and has demonstrated the power of one voice in the age of social media. It has become a benchmark in the customer-service and music industries, as well as branding and social media circles. Today, more than 150 million people are familiar with this story. In this fascinating book, Dave will tell you how he developed the 'just do it' philosophy that made him the ideal man to take on a big company, what it felt like to be in the center of the media frenzy, and how he's taken his talents and become a sought-after songwriter and public speaker. And businesspeople will also learn how companies should change their policies and address social-media uprisings. Since Dave's story came to light, nothing has been the same - for consumers, musicians or business. Whether you are a guitarist, a baggage handler or a boardroom executive, this book will entertain you and remind you that we are all connected... that each of us matters, and that we all have a voice worth hearing.

Brindar excelente atencion al cliente significa la mayor de las oportunidades de realizacion personal y profesional, sobre todo cuando lo hacemos con un sentido artistico. En esta ocasion, Juan Carlos Jimenez nos ofrece consejos y practicas especificas para asumir y disfrutar la posibilidad de influir de manera positiva en nuestros clientes, y con ello nutrir nuestra estima y enaltecer la imagen que tenemos de nosotros mismos. El requisito indispensable: es una decision personal. Atender clientes artisticamente nos invita ademas a interpretar como "cliente" a todas las personas con quienes nos relacionamos en todos los ambitos, y nos propone una nocion de "negocio" que trasciende lo monetario o lo comercial. La productividad, la competitividad y las mejoras del clima laboral de empresas y organizaciones son una consecuencia logica de la calidad de las relaciones entre sus integrantes (clientes). Y es en este sentido que la atencion artistica es "un negocio sin desperdicio" para tu vida profesional y personal, en favor de tu empresa, tu familia y la sociedad. Dice Francisco Andres en el epilogo de este libro: "Al ejercitar las recomendaciones practicas que hace Juan Carlos, sentiras mayor entusiasmo profesional y una transformacion profunda de tus circunstancias. Encontraras razones adicionales de alegria en tu trabajo y una genuina motivacion en muchos otros aspectos de tu vida cotidiana."