Service-Ability. Create a Customer Centric Culture and Achieve Competitive Advantage - Kevin Robson

Книга "Service-Ability. Создание культуры, ориентированной на клиента, и достижение конкурентного преимущества" рассказывает о том, что сегодня мы живем в мире услуг, где отношения между организацией и клиентом являются неотъемлемой частью продуктовой предложения. Однако часто наблюдается недостаточно удовлетворительный сервис, который приводит к высокому оттоку клиентов, снижению доверия потребителей и ухудшению общей удовлетворенности. Исследования показывают, что только полное удовлетворение клиента может обеспечить лояльность и значительное конкурентное преимущество. Однако, несмотря на это, мы ежедневно сталкиваемся с сервисом, который нас раздражает. Книга рассматривает, как менеджеры должны пересмотреть структуру, управление, лидерство и организацию компаний, чтобы создать культуру работы, ориентированную на клиента, и развивать долгосрочные отношения с ними. Она также обсуждает, как развитие технологий и социальных медиа изменили отношение к сервису и почему необходимо вернуться к идеи, что бизнес делается между людьми. Организации, которые смогут перестроиться и сосредоточиться на удовлетворении клиентов, получат лучшую клиентскую лояльность, снизят затраты на замену клиентов и улучшат свою репутацию и бренд.

Gone are the days where we were kings of manufacturing. Shifting sands of service have left organizations struggling to compete: lack of customer satisfaction plague our country's infrastructure. In fact, nearly 60 percent of American adults report routinely dissatisfaction with the services they receive, signaling decreasing loyalty and high churn rates. This book unravels the issue of dissatisfied clients and asks: what's missing from today's managers, business practices, and customer experiences? Your success hinges upon development of "service-ability" -- your organization's ability to serve customers successfully, stay ahead of changing trends, and fundamentally experience how satisfaction creates long-term relationships. Understanding customer service with the distinct emphasize on relationship-building strategies is the key to achieving consistent client satisfaction, ultimately giving companies a superior competitive advantage over their competitors. Jose Blanco, CEO and co-founder, ModCloth -- a multi-million dollar e-commerce business committed to global consumer apparel based in Santa Monica. If you want to classify Management books by Generic topic, take a look at: https://arrow.tudublin.

Электронная Книга «Service-Ability. Create a Customer Centric Culture and Achieve Competitive Advantage» написана автором Kevin Robson в году.

Минимальный возраст читателя: 0

Язык: Английский

ISBN: 9781118457870

Times have changed. Long gone are our days of being kings of the manufacturing industry, we are now immersed in the world of ‘service’ where the relationship between an organization and the customer is an integral part of the ‘product’ offering. The nation is suffering from a widespread lack of truly customer-satisfying service. We lack the very thing that we need to make this new paradigm work efficiently: service-ability. Organizations of all kinds are facing high customer churn, serious customer antagonism, loss of consumer confidence and plummeting customer satisfaction. Research shows that totally satisfying the customer is the only thing that will secure loyalty and offer significant competitive advantage. Yet still, on a daily basis we encounter service that frustrates us. Whilst the emergence of technology has no doubt brought efficiency to many areas of business activity, including the third sector, it has led to the standardised and indifferent service we regularly receive. We appear to have lost sight that people do business with people. Through efficient technology, our organisations may be serviceable but they are not service able. The arrival of Generation Y and the developments in social media, provide businesses with a whole new way to engage with their customers, but also provide a new way for customers to rate companies, products and services: not always in a positive manner. ‘Like’ or ‘#Fail’ have become part of our social language. Organizations that refocus on the need to treat customers in a way that satisfies them, and not the technology, will have better customer retention, lower costs of replacement and will build their brand value through better reputations. Service-Ability delves deeply into these areas to show how today’s managers need to re-think the way we structure, manage, lead and organize our companies to achieve total ‘customer-centric’ work cultures that develop lasting relationships with customers.