Description
Book SynopsisTimes have changed.
Long gone are our days of being kings of the manufacturing industry, we are now immersed in the world of service' where the relationship between an organization and the customer is an integral part of the product offering. The nation is suffering from a widespread lack of truly customer-satisfying service. We lack the very thing that we need to make this new paradigm work efficiently: service-ability.
Organizations of all kinds are facing high customer churn, serious customer antagonism, loss of consumer confidence and plummeting customer satisfaction. Research shows that totally satisfying the customer is the only thing that will secure loyalty and offer significant competitive advantage. Yet still, on a daily basis we encounter service that frustrates us.
Whilst the emergence of technology has no doubt brought efficiency to many areas of business activity, including the third sector, it has led to the standardised and indifferent ser
Table of Contents
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
