Service strategy: management moves for customer results
Gespeichert in:
| Vorheriger Titel: | Horovitz, Jacques The seven secrets of service strategy |
|---|---|
| 1. Verfasser: | |
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Harlow
Pearson Education
2004
|
| Ausgabe: | 2. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Rev. ed. of.: Seven secrets of service strategy |
| Beschreibung: | XV, 205 S. graph. Darst. |
| ISBN: | 0273675834 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1804133003279990784 |
|---|---|
| adam_text | Contents
Introduction / ix
Acknowledgments / xii
About the author / xiv
1 Getting to know your customers: customer
insight /1
Customer needs: from intuition to implicit and explicit needs /1
From needs to perceptions / 4
From needs to perceptions to expectations / 8
How to manage perceptions and expectations /10
Customer segmentation /12
How to recognize who s who in service segmentation /15
Moving toward service segments of one /16
Selling is a service: It is helping a customer buy! /17
Summary /18
Don ts /19
The 10 service segmentation questions /19
2 Creating customer value: the service concept / 21
Value = benefits costs: the benefit element of the equation / 21
The cost element of the value equation / 28
Reducing the price / 30
Value in business to consumers vs value in business to business / 33
Pricing adaptation in b to b companies: the building block
approach/ 39
How to get your service concept known / 42
Contents
The biggest challenge: convergence of signals sent to customers to
avoid mixed signals / 43
Summary / 45
Don ts / 45
The 10 customer value questions / 46
3 Delivering on customer value / 47
The service concept / 47
Specifying a detailed level of excellence / 51
How many service standards, how detailed, and for whom? / 53
Service quality measurement / 54
Measurement tools / 55
Which customers are we talking about? / 58
Focus on the mystery shopper: facts and perceptions / 60
Customer satisfaction surveys: level and frequency / 62
Genuinely wanting feedback from customers or pretending to? / 64
Beyond customer satisfaction surveys: taking into account the voice
of the customer at all times / 66
An overall index: mixing perceptions and facts? / 69
Does it pay to improve customer satisfaction? / 70
Don ts about measurements and service concept / 72
Don ts about measurement of deliverables / 73
The 10 questions for measurement / 74
The 10 questions for value delivery/ 74
4 Managing customer complaints for profit / 77
Customers who complain are friends not enemies / 78
Your first priority: Respond immediately by empowering front
line staff / 82
Service guarantee / 84
Your second priority: make more customers complain / 85
Your third priority: delight the five percent who make a
formal complaint / 86
To inquire about a complaint or not to inquire? That is NOT the
question / 88
A goldmine of free information / 89
Contents
Impact of insulting good customers is dreadful / 94
Getting started / 94
Don ts / 95
The 10 customer complaint questions / 96
5 Loyalty building / 97
Is it worth keeping customers? / 97
The right question: how to serve customers profitably. Not the
wrong question: how to get rid of unprofitable customers / 99
Why do you want them to come back? /102
Which loyalty scheme to choose? /115
From transactions to relationships: managing customer
relationships /115
Using the Internet to reinforce the customer relationship
virtuous circle /120
Measuring loyalty /121
Don ts /123
The 10 loyalty building questions /123
6 Company structure and processes /125
Stretched objectives focused on customers/126
Getting commitment/130
Measure and follow up/147
CRM investments: beware/149
Don ts/152
The 10 structure and processes questions/152
7 Company culture and customer relationships /155
Different service requirements/156
Four ways to lead people/162
In any industry, people profiles vary with service level/164
Different departments need different people management/169
The manager s new role: as coach/170
Sustaining a service culture: mindset changes/174
A new language, a new dictionary to reinforce the culture/177
Creating trust within a company: a discipline!/179
Contents
Creating incentives based on customer success /180
Summary /180
Our associates rights /181
Our associates responsibilities /181
Don ts /182
The 10 people questions /182
Conclusion /185
Mobilizing the organization for superior customer orientation /186
Index /197
|
| any_adam_object | 1 |
| author | Horovitz, Jacques 1947- |
| author_GND | (DE-588)12300862X |
| author_facet | Horovitz, Jacques 1947- |
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| author_sort | Horovitz, Jacques 1947- |
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| bvnumber | BV019633997 |
| classification_rvk | QP 620 |
| ctrlnum | (OCoLC)541314738 (DE-599)BVBBV019633997 |
| discipline | Wirtschaftswissenschaften |
| edition | 2. ed. |
| format | Book |
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| id | DE-604.BV019633997 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T20:01:48Z |
| institution | BVB |
| isbn | 0273675834 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-012963024 |
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| physical | XV, 205 S. graph. Darst. |
| publishDate | 2004 |
| publishDateSearch | 2004 |
| publishDateSort | 2004 |
| publisher | Pearson Education |
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| spelling | Horovitz, Jacques 1947- Verfasser (DE-588)12300862X aut Service strategy management moves for customer results Jacques Horovitz 2. ed. Harlow Pearson Education 2004 XV, 205 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Rev. ed. of.: Seven secrets of service strategy Customer services Kundenorientierung (DE-588)4316837-1 gnd rswk-swf Servicepolitik (DE-588)4234502-9 gnd rswk-swf Servicepolitik (DE-588)4234502-9 s Kundenorientierung (DE-588)4316837-1 s DE-604 Früher u.d.T. Horovitz, Jacques The seven secrets of service strategy HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=012963024&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Horovitz, Jacques 1947- Service strategy management moves for customer results Customer services Kundenorientierung (DE-588)4316837-1 gnd Servicepolitik (DE-588)4234502-9 gnd |
| subject_GND | (DE-588)4316837-1 (DE-588)4234502-9 |
| title | Service strategy management moves for customer results |
| title_auth | Service strategy management moves for customer results |
| title_exact_search | Service strategy management moves for customer results |
| title_full | Service strategy management moves for customer results Jacques Horovitz |
| title_fullStr | Service strategy management moves for customer results Jacques Horovitz |
| title_full_unstemmed | Service strategy management moves for customer results Jacques Horovitz |
| title_old | Horovitz, Jacques The seven secrets of service strategy |
| title_short | Service strategy |
| title_sort | service strategy management moves for customer results |
| title_sub | management moves for customer results |
| topic | Customer services Kundenorientierung (DE-588)4316837-1 gnd Servicepolitik (DE-588)4234502-9 gnd |
| topic_facet | Customer services Kundenorientierung Servicepolitik |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=012963024&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT horovitzjacques servicestrategymanagementmovesforcustomerresults |