Service Strategy

Management moves for customer results

Jacques Horovitz

224 pages, parution le 13/01/2005

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Résumé

Looking at issues like segmentation, measurement, loyalty and people this book provides a systematic approach to service strategy, distilled from over twelve years work with over 100 companies. The second edition is thoroughly revised, adding even more practical advice, checklists and case studies as well as an entirely new chapter "Managing company processes around the customers: the hard side for getting things done" on the nitty gritty of implementation.

Each chapter introduces a step-by-step approach which the reader can easily use in their business. Drawing on personal experience of working with many companies in a number of sectors, Horovitz has outlined the "dos" and "don'ts" - mistakes made over and over again by many companies. Each chapter concludes with the questions one should ask for self-diagnosis and to help the reader get started on the path of improving their company's service levels.

L'auteur - Jacques Horovitz

Dr Jacques Horovitz is Professor of Service Strategy Marketing and Management at IMD (the International Institute for Management Development) in Lausanne, Switzerland. He has worked in service marketing within several businesses including ClubMed and EuroDisney. He created a pan-European consulting company through which he advised CEOs of over 100 companies and has been Managing Director of a retail group with 800 stores in 15 countries.

Dr Horovitz has extensively researched service, relationship marketing and customer bonding. He is the author of Quality Service (1987) a bestseller translated into ten languages, Fifty Rules of Zero Defect Service (1989), and Total Customer Satisfaction (1992).

Sommaire

Getting to know your customers: customer insight
Creating customer value: the service concept
Delivering on customer value
Managing customer complaints for profit
Loyalty building
Company structure and processes
Company culture and customer relationships

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Caractéristiques techniques

	PAPIER
Éditeur(s)	Prentice Hall
Auteur(s)	Jacques Horovitz
Parution	13/01/2005
Nb. de pages	224
Couverture	Relié
Intérieur	Noir et Blanc
EAN13	9780273675839
ISBN13	978-0-2736-7583-9