The last two decades have seen the rise of the service economy, where image and customer perceptions are crucially important in building a successful business. Nigel Barlow draws on two decades of experience in 20 countries to argue that the age of service has failed to deliver on its promises. He goes far beyond the standard business-speak cliches of customer service to show why merely satisfying customers is not enough. He explores with original examples and firsthand experinces why service so often falls short of customer expectations, and shows how to think and act to create legendary service in the readerís own organization.
27 pages matching problem in this book
Results 1-3 of 27
What people are saying - Write a review
We haven't found any reviews in the usual places.
airline Apple Computers Asda asked attention Batteries Included become beginner's mind Body Shop both/and British Airways Camay cent change the box clients colour corporate create creative culture customer satisfaction customer service customer's experience customers feel Datalearn delivery describe emotional empathy employees example expect Experience Economy Faith Popcorn focus focused frame of experience future Games Workshop give going human ideas imagination immediacy improvement individual industry inspiration intangible interaction Internet ISBN Julian Richer Key Question listening lives marketing means Moments of Truth not7 organisation perception positive potential Pret a Manger problem realised relationship response retail sense service legend soap someone St Luke's staff Steve Jobs story success supplier talk telephone there's thinking understanding Virgin Atlantic Wal-Mart what's words