Robson Service-Ability

Create a Customer Centric Culture and Achieve Competitive Advantage
1. Auflage 2012
ISBN: 978-1-118-45785-6
Verlag: John Wiley & Sons
Format: EPUB
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 280 Seiten, E-Book

Times have changed.
Long gone are our days of being kings of the manufacturingindustry, we are now immersed in the world of 'service'where the relationship between an organization and the customer isan integral part of the 'product' offering. The nationis suffering from a widespread lack of truly customer-satisfyingservice. We lack the very thing that we need to make this newparadigm work efficiently: service-ability.
Organizations of all kinds are facing high customer churn,serious customer antagonism, loss of consumer confidence andplummeting customer satisfaction. Research shows that totallysatisfying the customer is the only thing that will secure loyaltyand offer significant competitive advantage. Yet still, on a dailybasis we encounter service that frustrates us.
Whilst the emergence of technology has no doubt broughtefficiency to many areas of business activity, including the thirdsector, it has led to the standardised and indifferent service weregularly receive. We appear to have lost sight that people dobusiness with people. Through efficient technology, ourorganisations may be serviceable but they are not serviceable.
The arrival of Generation Y and the developments in social media,provide businesses with a whole new way to engage with theircustomers, but also provide a new way for customers to ratecompanies, products and services: not always in a positive manner.'Like' or '#Fail' have become part of oursocial language.
Organizations that refocus on the need to treat customers in away that satisfies them, and not the technology, will have bettercustomer retention, lower costs of replacement and will build theirbrand value through better reputations.
Service-Ability delves deeply into these areas to showhow today's managers need to re-think the way we structure,manage, lead and organize our companies to achieve total'customer-centric' work cultures that develop lastingrelationships with customers.

Autoren/Hrsg.

Robson, Kevin

Inhaltsverzeichnis

Preface ix
Foreword xv
1 Connectedness 1
2 Customer Satisfaction and its Link to Pro t 17
3 Our Industrial Legacy 37
4 Our Service Economy 61
5 Servicing Customers is Not Customer Service 83
6 Understanding Service-Ability 105
7 Getting the People Right 115
8 Appropriate Organization 143
9 Effective Leadership 173
10 Clarity of Purpose 211
11 Bringing it All Together 241
Index 253

Über Autor(innen)

Kevin Robson is a former Managing Director and ChiefExecutive of a number of companies (including as a charity CEO),with extensive management and consultancy experience in a varietyof sectors.
He was awarded his MBA with Distinction by the University ofDurham and won the Academic Prize in his year for Best Dissertationon the subject of Human Resource Management in the Small and MediumEnterprise, in which field he has also lectured and conductedresearch at Durham's Business School.
The holder of the internationally recognized Graduate Diploma inMarketing, he is a Fellow of the Chartered Institute of Marketing,and in 1998, was one of the first practitioners to be awardedChartered Marketer status following the Privy Council grantingauthority to the CIM to award that status to individuals.
Kevin's insight into organizations is deep and wideranging, and it is from this that the idea ofService-Ability was born.
www.service-ability.com