Business Success Through Service Excellence
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€65.99
A01=Moira Clark
A01=Susan Baker
agency
agility
Author_Moira Clark
Author_Susan Baker
awards
Business Process
Category=KC
Category=KJC
Category=KJS
computers
Confident Consumers
customer
Customer Intelligence
Customer Service Excellence
Deliver Service Excellence
delivering
Dental Practice Board
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
Fanatical Support
happy
Happy Computers
Informal Socialisation
intelligence
KPI
KPI Set
Managing Staff Behaviours
Named Account Managers
organisational
Organisational Agility
Pa Ce
Perfect Pint
Repurchase Intention
Service Excellence
Service Excellence Awards
Superb
Terrorist Web Site
UK Arm Force
veterans
Veterans Agency
Woburn Safari Park
Wow Factor
Product details
- ISBN 9780750660853
- Weight: 400g
- Dimensions: 156 x 234mm
- Publication Date: 09 Jul 2004
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Paperback
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The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingredients of service excellence and show how leading companies have achieved success. Each chapter begins with a review of the key components of service excellence followed by two mini exemplar case studies that highlight how those companies have achieved success in that particular area. An introductory chapter proposes a framework based on the Unisys model that shows how companies can become customer centric, and a final chapter takes an integrative approach and features a case study from the overall winners of the Awards to highlight how this company has achieved success.
An additional feature of the book is the service excellence questionnaire. Purchasers of the book are able to go online to complete the questionnaire and submit it to establish their competitive benchmark against other companies in both the same sector and across different sectors. A web site accompanies the book where updates on the category winners are featured to ensure that current information is always available.
Moira Clark is Director of the CRM Research Forum at Cranfield School of Management, Cranfield University. She also serves as a consultant to a number of leading international companies. Her major area of research an consulting is in Customer Relationship Management, Relationship Marketing and the drivers of Customer Retention. Moira is a judge for the prestigious Unisys and Management Today Service Excellence awards. She is also a frequent keynote speaker at many public and in-company seminars and conferences around the world. Susan Baker is Director of the New Marketing Research Group and Senior Lecturer of Marketing at Cranfield School of Management, Cranfield University. At Cranfield, Susan specialises in consumer marketing and in particular understanding consumer markets, branding and international marketing. A regular contributor to conferences and seminars, at Cranfield she teaches on the MBA programme and works on a variety of management development programmes for companies across all sectors - consumer, business-to-business and professional services. She is a judge in the annual Unisys/Management Today Customer Service Excellence Awards.
