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Seven Secrets Of Service Strategy Gerry Johnson

Seven Secrets Of Service Strategy By Gerry Johnson

Seven Secrets Of Service Strategy by Gerry Johnson

Reviews:
$17.19
Condition - Very Good
Only 1 left
Very Good

Summary

Seven Secrets of Service Strategy reveals how to compete through service differentiation by concentrating on the creation of a valuable 'service culture' and customer loyalty programmes that improve customer satisfaction..

Seven Secrets Of Service Strategy Summary

Seven Secrets Of Service Strategy by Gerry Johnson

Seven Secrets of Service Strategy reveals how to compete through service differentiation by concentrating on the creation of a valuable 'service culture' and customer loyalty programmes that improve customer satisfaction..

About Gerry Johnson

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 tech author of Quality Service (1987) a bestseller translated into ten languages, Fifty Rules of Zero Defect Service (1989), and Total Customer Satisfaction (1992).

Table of Contents

Seven Secrets of Service Strategy Introduction 1. Getting to know your customers 2. Creating customer value; the service concept 3. Measurement for improved performance 4. Managing customer complaints for profit 5. Loyalty building 6. People make great service 7. The service management wheel of fortune Each chapter contains sets of key questions to ask of your business, your customer service and of your customers themselves, together with metrics, executive "do"s and "don't"s and practical guidance on a range of issues from segmentation to loyalty programmes.

Additional information

GOR004036179
9780273635772
0273635778
Seven Secrets Of Service Strategy by Gerry Johnson
Gerry Johnson
Used - Very Good
Hardback
Pearson Education Limited
1999-12-14
160
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us

Customer Reviews - Seven Secrets Of Service Strategy