Ignore your customers and they'll go away: the simple playbook for delivering the ultimate customer service experience
"Hospitality industry professional advises how a company of any size can boost their bottom line and drive the company's growth by providing customer service that transforms visitors' experiences and builds a culture that engages and delights consumers of all ages and demographics fro...
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York
Harper Collins Leadership
[2020]
|
| Ausgabe: | First Edition |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Zusammenfassung: | "Hospitality industry professional advises how a company of any size can boost their bottom line and drive the company's growth by providing customer service that transforms visitors' experiences and builds a culture that engages and delights consumers of all ages and demographics from boomers to Generation Z"... |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | 214 Seiten |
| ISBN: | 9781400214952 9781400214921 |
Internformat
MARC
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| 245 | 1 | 0 | |a Ignore your customers and they'll go away |b the simple playbook for delivering the ultimate customer service experience |c Micah Solomon |
| 250 | |a First Edition | ||
| 264 | 1 | |a New York |b Harper Collins Leadership |c [2020] | |
| 300 | |a 214 Seiten | ||
| 336 | |b txt |2 rdacontent | ||
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| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Includes bibliographical references and index | ||
| 520 | |a "Hospitality industry professional advises how a company of any size can boost their bottom line and drive the company's growth by providing customer service that transforms visitors' experiences and builds a culture that engages and delights consumers of all ages and demographics from boomers to Generation Z"... | ||
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Hospitality industry |x Management | |
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Datensatz im Suchindex
| _version_ | 1805086246726270976 |
|---|---|
| adam_text |
CONTENTS
FOREWORD
BY TOM FEENEY,
SAFELITE AUTOGLASS
PRESIDENT AND CEO
XI
PREFACE
BY FRANKIE LITTLEFORD,
JETBLUE VICE
PRESIDENT OF
CUSTOMER SUPPORT,
EXPERIENCE, OPERATIONS,
AND RECOVERY
AUTHOR'S NOTE:
THE BEST JOB IN THE
WORLD (MINE!)
XV
INTRODUCTION:
SHOOT FOR THE
MOON: WHY THE HIGHEST
LEVEL
OF
CUSTOMER SERVICE IS THE
ONLY ONE WORTH AIMING FOR
CHAPTER BY CHAPTER:
WHAT YOU'LL LEARN IN
THIS BOOK
GETTING THE
MOST FROM THIS BOOK
A
GLIMPSE OF THE PAYOFF
I:
AUTOMATIC
POSITIVITY
I
READER'S
CHEATSHEET FOR CHAPTER
1
9
READING
GROUP GUIDE FOR CHAPTER
1
II
2: THE SECRETS OF
BUILDING THE WORLD'S
BEST
CUSTOMER
SERVICE CULTURE-YOURS
13
READER'S
CHEATSHEET FOR CHAPTER
2
33
READING GROUP GUIDE FOR
CHAPTER 2
37
3:TALENT
MANAGEMENT:
RECRUITING,
SELECTING,
AND
NURTURING
THE TEAM
WHO WILL
POWER
YOUR
SUCCESS
READER'S
CHEATSHEET
FOR
CHAPTER 3
READING
GROUP
GUIDE
FOR
CHAPTER 3
DIVERSITY
AND
INCLUSION
NOTES FOR
CHAPTER 3
FROM
MICHAEL
HYTER,
MANAGING
PARTNER AT
KORN
FERRY AND
AUTHOR
OF THE
POWER
OF INCLUSION
4:THE
POWER OF
"WOW":
CREATING
STORIES THAT
CUSTOMERS
WILL
REMEMBER-AND
SPREAD
READER'S
CHEATSHEET
FOR
CHAPTER 4
READING
GROUP GUIDE
FOR
CHAPTER 4
5:
THE
EXPERIENCE
MEANS
EVERYTHING
READER'S
CHEATSHEET
FOR
CHAPTER
5
READING
GROUP
GUIDE FOR
CHAPTER 5
DIVERSITY AND
INCLUSION
NOTES
FOR
CHAPTER 5
FROM
JAN
JONES
BLACKHURST,
CAESARS
INTERNATIONAL
BOARD OF
DIRECTORS,
FORMER
CAESARS
VICE
PRESIDENT
FOR PUBLIC
POLICY
AND
CORPORATE
RESPONSIBILITY
(AND
THE FIRST
FEMALE
MAYOR OF
LAS VEGAS)
6:
BUILDING A
BACKBONE
TO
SUPPORT
THE SMILES
READER'S
CHEATSHEET
FOR
CHAPTER
6
READING
GROUP
GUIDE
FOR CHAPTER
6
8:
IT'S A
WILD,
WILD
TECH-DRIVEN
WORLD
(AND
THERE'S
NO
TURNING
BACK)
READER'S
CHEATSHEET
FOR
CHAPTER
8
READING
GROUP
GUIDE
FOR
CHAPTER
8
9:
GOING
SOCIAL:
HOW
"WORD
OF
THUMB"
IS
CHANGING
YOUR
WORLD
READER'S
CHEATSHEET
FOR
CHAPTER
9
READING
GROUP
GUIDE
FOR
CHAPTER
9
61
79
81
10:
THE
CLIFF
OF
DISSATISFACTION
READER'S
CHEATSHEET
FOR
CHAPTER
10
READING
GROUP
GUIDE
FOR
CHAPTER
10
83
105
107
II:
DO
YOU
READ
BOOKS
BACKWARD?
(IF SO,
YOU'LL
BE
STARTING
HERE.)
109
ACKNOWLEDGMENTS
NOTES
INDEX
III
ABOUT
THE
AUTHOR
129
131
39
53
57
59
7: STEPFORD
CUSTOMER
SERVICE:
AVOIDING
THE
DEADLY
STIGMA OF
INAUTHENTICITY
READER'S
CHEATSHEET FOR
CHAPTER
7
READING
GROUP
GUIDE FOR
CHAPTER
7
133
143
145
B:
IT'S A WILD, WILD
TECH-DRIVEN WORLD
(AND THERE'S NO
TURNING BACK)
147
READER'S CHEATSHEET FOR
CHAPTER 8
165
READING
GROUP GUIDE
FOR CHAPTER 8
169
9: GOING SOCIAL:
HOW "WORD OF
THUMB"
IS CHANGING YOUR
WORLD
171
READER'S
CHEATSHEET FOR CHAPTER 9
179
READING GROUP
GUIDE FOR CHAPTER 9
181
39
53
57
59
61
79
81
10:
THE CLIFF OF DISSATISFACTION
183
READER'S
CHEATSHEET FOR CHAPTER 10
195
READING GROUP GUIDE
FOR CHAPTER 10
197
83
I05
II:
DO YOU READ BOOKS BACKWARD?
(IF SO, YOU'LL BE
STARTING HERE.)
199
ACKNOWLEDGMENTS
201
NOTES
203
INDEX
205
ABOUT THE AUTHOR
213
107
109
III
129
131
133
143
145 |
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| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
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| id | DE-604.BV049760479 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-20T08:33:11Z |
| institution | BVB |
| isbn | 9781400214952 9781400214921 |
| language | English |
| lccn | 018017078 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-035101920 |
| oclc_num | 1443588225 |
| open_access_boolean | |
| owner | DE-523 |
| owner_facet | DE-523 |
| physical | 214 Seiten |
| publishDate | 2020 |
| publishDateSearch | 2020 |
| publishDateSort | 2020 |
| publisher | Harper Collins Leadership |
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| spelling | Solomon, Micah (DE-588)1334226423 aut Ignore your customers and they'll go away the simple playbook for delivering the ultimate customer service experience Micah Solomon First Edition New York Harper Collins Leadership [2020] 214 Seiten txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index "Hospitality industry professional advises how a company of any size can boost their bottom line and drive the company's growth by providing customer service that transforms visitors' experiences and builds a culture that engages and delights consumers of all ages and demographics from boomers to Generation Z"... Customer services Hospitality industry Management Erscheint auch als Druck-Ausgabe, Hardcover 978-1-4002-1492-1 Erscheint auch als Online-Ausgabe 978-1-4002-1493-8 Digitalisierung Bibliothek HTW Berlin application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=035101920&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Solomon, Micah Ignore your customers and they'll go away the simple playbook for delivering the ultimate customer service experience Customer services Hospitality industry Management |
| title | Ignore your customers and they'll go away the simple playbook for delivering the ultimate customer service experience |
| title_auth | Ignore your customers and they'll go away the simple playbook for delivering the ultimate customer service experience |
| title_exact_search | Ignore your customers and they'll go away the simple playbook for delivering the ultimate customer service experience |
| title_full | Ignore your customers and they'll go away the simple playbook for delivering the ultimate customer service experience Micah Solomon |
| title_fullStr | Ignore your customers and they'll go away the simple playbook for delivering the ultimate customer service experience Micah Solomon |
| title_full_unstemmed | Ignore your customers and they'll go away the simple playbook for delivering the ultimate customer service experience Micah Solomon |
| title_short | Ignore your customers and they'll go away |
| title_sort | ignore your customers and they ll go away the simple playbook for delivering the ultimate customer service experience |
| title_sub | the simple playbook for delivering the ultimate customer service experience |
| topic | Customer services Hospitality industry Management |
| topic_facet | Customer services Hospitality industry Management |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=035101920&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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