What Great Service Leaders Know & Do
Creating Breakthroughs in Service FirmsAudiobook CD - 2015
The service sector has grown to become 80% of the U.S. economy, yet it's poised for a revolution in personalization, big data, and complexity. The authors begin by reviewing their own foundational work, testing the durability of concepts they've helped develop, such as customer and employee value equations and the service profit chain. Then they move on to look at every aspect of optimal service leadership: the use, and misuse, of technology in delivering top-level service, and practices that can transform loyal customers into owners who will help listeners develop new services, refine existing ones, and recommend companies so enthusiastically, they essentially become marketers.
Publisher: Holland, OH :, Dreamscape Media, LLC,, 
Branch Call Number: COM 658.4 H461w
Characteristics: 7 audio discs (7 hr., 23 min.) : CD audio, digital ; 4 3/4 in audio file,CD audio,rda digital,rda