- Hardcover: 262 pages
- Publisher: Harvard Business Review Press (January 20, 2005)
- Language: English
- ISBN-10: 0875848672
- ISBN-13: 978-0875848679
- Product Dimensions: 9.6 x 6.4 x 1 inches
- Shipping Weight: 1.3 pounds
- Average Customer Review: 4.3 out of 5 stars See all reviews (9 customer reviews)
- Amazon Best Sellers Rank: #3,200,726 in Books (See Top 100 in Books)
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Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers Hardcover – January 20, 2005
The Amazon Book Review
Author interviews, book reviews, editors picks, and more. Read it now
From the Inside Flap
"Rayport and Jaworskis book is an invaluable guide to understanding the nature of the massive technological transformation underway It provides the tools to navigate the opportunities and avoid the risks."
--Michael E. Porter, Bishop William Lawrence University Professor, Harvard University
"Rayport and Jaworski vividly capture the unfolding dynamic reconfiguration of the service interface between customers and providers. Their book provides executives with valuable and unique guidance in balancing the irreplaceable aspects of human beings and the functionality of emerging technologies."
--Gary W. Loveman, CEO, Harrahs Entertainment
"Increasing service productivity through front-office reengineering is the challenge of the decade. Rayport and Jaworski's guide to this frontier is precise, pragmatic, and highly readable. Get it before your competitors do."
--Michael Hammer, coauthor of Reengineering the Corporation
"This book is absolutely essential reading. Its ideas are provocative and actionable, deeply thought out and clearly expressed, and as much fun to read as they are important to consider."
--Gerald Zaltman, author, How Customers Think and Joseph C. Wilson Professor of Business Administration, Emeritus, Harvard Business School
"Are you wondering whether information technology matters? Of course IT does. Rayport and Jaworski make the case anew and in spades with their revelations on front-office reengineering and its impacts on service productivity."
--Bob Metcalfe, Ethernet inventor and founder, 3Com Corp.
"Deploying people and new technology in the service of customers without reading this book is like going on a trip to a new destination without a road map."
--James L. Heskett, Baker Foundation Professor, Graduate School of Business Administration, Harvard University
"This book is a milestone and required reading for everyone dealing with the service sectornot only for marketers but, above all, for senior managers of service-driven organizations."
--Peter Lorange, President and Nestlé Professor of Strategy, IMD
"How do you put people and technology together seamlessly to drive down costs and improve the quality of services? Best Face Forward is a guide not only to leading the new service economies to greater productivity and greater growth, but also to seeing what our future will be."
--Peter Schwartz, Cofounder and Chairman, Global Business Network
About the Author
Jeffrey F. Rayport is Chairman and Founder of Marketspace LLC, a subsidiary of Monitor Group. Bernard J. Jaworski is Vice-Chairman of Marketspace LLC and heads its Monitor Executive Development business unit.
Top Customer Reviews
The arguments are supported with references to the business literature as well as many original examples. For instance, the authors show how QVC, a company that generates more revenue and earnings per employee than either its chief competitor Home Shopping Network or Wal-Mart, uses people and machines to deliver an intelligent, coordinated, efficient customer service proposition. The authors also examine the damage that can be done when businesses fail to recognize that a customer's experience with a telephone reservation line or website matters as much as the experience they have at a physical location. Anyone who has ended up in "voicemail hell" when trying to call their credit card company will recognize the importance of this message. "Best Face Forward" is a must-read for anyone who wants to overhaul or audit their customer touch-points and replicate the success of the leading companies.
Also, on a side note, this is a refreshing change from most business books. Many offer an exciting if obvious idea that gets you to buy them, only to then leave you flabbergasted at how completely obvious and rudimentary they are inside. Or, they are filled with management science that is totally divorced from any practical advice. "Best Face Forward" offers an exciting new idea, but is also well researched and supported with interesting content, and is highly actionable. As a bonus, it is also fun to read. I greatly enjoyed it.