Batteries Included!: Creating Legendary Service
The last two decades have seen the rise and rise of the service economy, where image - and customer perceptions - are crucially important in building a successful business. Rarely do we buy a hard, tangible object called a 'product'. Financial services sell peace of mind; car manufacturers sell a self-image and an aspirational lifestyle; computer and software companies offer 'solutions' - even food is fashion. 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 first-hand experinces why service so often falls short of customer expectations, and shows how to think and act to create legendary service in the reader's own organization.
What people are saying - Write a review
We haven't found any reviews in the usual places.
Other editions - View all
airline Apple Computers appreciation Asda asked attention Batteries Included become beginner’s mind Body Shop British Airways Camay cent change the box clients colour company’s corporate create creative culture customer satisfaction customer service customer’s experience customers feel Datalearn delivery describes doesn’t emotional empathy employees example expect Experience Economy focus focused frame of experience future give human ideas imagination immediacy improvement individual industry inspiration intangible interaction Internet Intimacy ISBN Julian Richer listening lives means Michael Dell Moments of Truth organisation people’s perception positive potential Pret a Manger problem realised relationship remember response retail sense service legend soap someone St Luke’s staff Steve Jobs story success supplier talk telephone there’s understand Virgin Atlantic Wal-Mart what’s words you’re