Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer.
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Book Description
Editorial Reviews
Review
``Customer satisfaction is an abstract term, but failure to achieve it has very tangible consequences for a company. This book does a good job of providing very practical insights into how to achieve a customer-focused corporate culture.'' —John A. Young, former president and CEO, Hewlett-Packard Company
``Offers a how-to guide for managers who are serious about keeping the company's customers coming back for more.'' —John B. McCoy, chairman and CEO, Banc One Corporation
From the Inside Flap
Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer.A blueprint for building and mainting total organizational commitment to customer satisfaction. Real-world examples, important new data, surveys and studies offer an inside look at the training and management practices of seventeen companies noted for their superior service.
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Inside This Book
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First Sentence:
The 1980s were clearly a decade of customer rebellion and sovereignty. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer service superiority, exemplary service behavior, management climate survey, internal client survey, behavioral performance standards, service superstars, service performance standards, outside change agent, internal customer satisfaction, external customer satisfaction, participative management style, customer service teams Key Phrases - Capitalized Phrases (CAPs): (learn more)
Federal Express, Four Seasons, Good Shepherd, United States, American Express, Dayton Hudson, Hamburger University, Malcolm Baldrige National Quality Award, Prudential Insurance, Building Customer Satisfaction, Bureau of Labor Statistics, Dartnell Corp, Measuring Participative Management, The Problem-Solving Approach New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
The 1980s were clearly a decade of customer rebellion and sovereignty. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer service superiority, exemplary service behavior, management climate survey, internal client survey, behavioral performance standards, service superstars, service performance standards, outside change agent, internal customer satisfaction, external customer satisfaction, participative management style, customer service teams Key Phrases - Capitalized Phrases (CAPs): (learn more)
Federal Express, Four Seasons, Good Shepherd, United States, American Express, Dayton Hudson, Hamburger University, Malcolm Baldrige National Quality Award, Prudential Insurance, Building Customer Satisfaction, Bureau of Labor Statistics, Dartnell Corp, Measuring Participative Management, The Problem-Solving Approach New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Citations (learn more)
This book cites 26
books:
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6
books
cite this book:
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- Managing to Keep the Customer: How to Achieve and Maintain Superior Customer Service Throughout the Organization (Jossey-Bass management series) by Robert L. Desatnick in Front Matter (1), Front Matter (2), and Front Matter (3)
- The Wealth of Nations (Bantam Classics) by Adam Smith on page 168, and Back Matter
- Managing in Turbulent Times by Peter F. Drucker on page 12, and Back Matter
- The Executive Guide to Strategic Planning (Jossey-Bass Management) by Patrick J. Below on page 32, and Back Matter
- What works?: Evidence-based policy and practice in public services by Huw T.O Davies in Back Matter
See all 26 books this book cites
- Marketing for Keeps: Building Your Business by Retaining Your Customers by Carla B. Furlong in Back Matter (1), and Back Matter (2)
- Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life by Robin Leidner in Back Matter
- Mission-Based Marketing: An Organizational Development Workbook (Wiley Nonprofit Law, Finance and Management Series) by Peter C. Brinckerhoff on page 118
- The Customer-Oriented Laboratory (Practical Laboratory Management Series) by William O. Umiker on page 170
- Marketing Basics for Designers: A Sourcebook of Strategies and Ideas by Jane D. Martin in Back Matter
See all 6 books citing this book
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