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Breakthrough Customer Service
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Book Synopsis Breakthrough Customer Service by : Stanley A. Brown
Download or read book Breakthrough Customer Service written by Stanley A. Brown and published by J. Wiley & Sons Canada. This book was released on 1997-10 with total page 464 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S&P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of Montreal Brenda Anderson, Executive Director, International Customer Service Association J.A. Sinex, III, Manager, Global Integrated Services Team, External Affairs, DuPont Breakthrough Customer Service Best Practices of Leaders in Customer Support "An impressive array of experts and industry winners provide a virtual road map through the major changes necessary to achieve real breakthrough customer service. A must-read for those determined to make great customer service a competitive edge!" "Breakthrough Customer Service scores a direct hit on how to differentiate a business through strategic customer service." "If companies implemented just a few of the great ideas found in this book, they would enjoy world-class leadership positions not only in their own industry, but across all industries." "A stimulating look across industries and channels, the way customers actually experience service, and a very useful way to identify breakthrough opportunities." "A great management tool, it provides real-world examples and effective solutions that can be applied to your business." "This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results."
Book Synopsis Service Innovation: How to Go from Customer Needs to Breakthrough Services by : Lance Bettencourt
Download or read book Service Innovation: How to Go from Customer Needs to Breakthrough Services written by Lance Bettencourt and published by McGraw Hill Professional. This book was released on 2010-06-25 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: Advance praise for Service Innovation: "To the CEOs of all service companies I deal with: READ THIS BOOK!" -- Dave Wascha, senior director, Bing Product Management, Microsoft Corporation "Lance Bettencourt deftly blends his academic and consulting experience to provide an example-rich, readable, practical, and innovative discussion of service innovation." -- Leonard Berry, coauthor of Management Lessons from Mayo Clinic "Provides the robust framework to design services that unlock growth opportunities for every business." -- Lance Reschke, vice president, Ceridian Corporation "The tools and guidance in this book will inspire companies, small and large, to create effective and innovative services that are desperately needed." -- Mary Jo Bitner, Ph.D., W. P. Carey School of Business, Arizona State University, and coauthor of Services Marketing: Integrating Customer Focus Across the Firm "Cracks the code from the fuzzy front end through the complete life cycle of Service Innovation." -- Angelo Rago, division vice president, Global Customer Services, Abbott Medical Optics "Filled with rich examples of how firms can innovate service through helping customers get jobs done." -- Stephen W. Brown, Ph.D., W. P. Carey School of Business, Arizona State University "Any leader intent on providing distinctive value to customers must read Service Innovation." -- Michael Reynolds, staff vice president, Commercial Marketing, WellPoint, Inc. If there’s one truism about the service sector, it's that businesses don't succeed by inventing a better mousetrap; they succeed by finding the best, most cost-effective way to get rid of their customers' mice. In industries ranging from heavy machinery to health care to financial services to consumer goods, service innovation is helping businesses find new revenue streams--and enhance existing ones--by satisfying their customer's need to get things done. Few understand this better than Lance Bettencourt, a strategy adviser at Strategyn and a leading educator in management innovation consulting. And in Service Innovation, Bettencourt gives a master's class on the art and science of creating breakthrough service products. True service innovation demands that you shift the focus away from the solution and back to the customer. To achieve this shift in your business--one that takes you from making educated guesses to building a clear model to guide service innovation--Bettencourt instructs on the finer points of how to rethink your approach to the customer's needs: how the customer defines value in a product or service. Bettencourt mines nearly 20 years' experience in teaching and advising clients with service- and product-dominant businesses to demonstrate proven ways you can build, streamline, and focus your company's service product innovation processes. Among the numerous key ideas and practices are: Insight on understanding the different types of clients you serve—and how your products deliver value to them Ways to design specific frameworks for discovering service innovation opportunities for new, improved, and supplementary service products Practical guidance on staying focused on the "fuzzy front end" of service innovation The fundamental elements of a winning service strategy Finding new ways to help people solve problems and get things done is why there are goods and services in the first place. And in Service Innovation, Lance Bettencourt fills a vital need by delivering the essential guide that can put your business on the latest frontier of value creation.
Book Synopsis Service Innovation by : Lance Bettencourt
Download or read book Service Innovation written by Lance Bettencourt and published by . This book was released on 2010 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services by : Anthony Ulwick
Download or read book What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services written by Anthony Ulwick and published by McGraw Hill Professional. This book was released on 2005-09-06 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: A world-renowned innovation guru explains practices that result in breakthrough innovations "Ulwick's outcome-driven programs bring discipline and predictability to the often random process of innovation." -Clayton Christensen For years, companies have accepted the underlying principles that define the customer-driven paradigm--that is, using customer "requirements" to guide growth and innovation. But twenty years into this movement, breakthrough innovations are still rare, and most companies find that 50 to 90 percent of their innovation initiatives flop. The cost of these failures to U.S. companies alone is estimated to be well over $100 billion annually. In a book that challenges everything you have learned about being customer driven, internationally acclaimed innovation leader Anthony Ulwick reveals the secret weapon behind some of the most successful companies of recent years. Known as "outcome-driven" innovation, this revolutionary approach to new product and service creation transforms innovation from a nebulous art into a rigorous science from which randomness and uncertainty are eliminated. Based on more than 200 studies spanning more than seventy companies and twenty-five industries, Ulwick contends that, when it comes to innovation, the traditional methods companies use to communicate with customers are the root cause of chronic waste and missed opportunity. In What Customers Want, Ulwick demonstrates that all popular qualitative research methods yield well-intentioned but unfitting and dreadfully misleading information that serves to derail the innovation process. Rather than accepting customer inputs such as "needs," "benefits," "specifications," and "solutions," Ulwick argues that researchers should silence the literal "voice of the customer" and focus on the "metrics that customers use to measure success when executing the jobs, tasks or activities they are trying to get done." Using these customer desired outcomes as inputs into the innovation process eliminates much of the chaos and variability that typically derails innovation initiatives. With the same profound insight, simplicity, and uncommon sense that propelled The Innovator's Solution to worldwide acclaim, this paradigm-changing book details an eight-step approach that uses outcome-driven thinking to dramatically improve every aspect of the innovation process--from segmenting markets and identifying opportunities to creating, evaluating, and positioning breakthrough concepts. Using case studies from Microsoft, Johnson & Johnson, AIG, Pfizer, and other leading companies, What Customers Want shows companies how to: Obtain unique customer inputs that make predictable innovation possible Recognize opportunities for disruption, new market creation, and core market growth--well before competitors do Identify which ideas, technologies, and acquisitions have the greatest potential for creating customer value Systematically define breakthrough products and services concepts Innovation is fundamental to success and business growth. Offering a proven alternative to failed customer-driven thinking, this landmark book arms you with the tools to unleash innovation, lower costs, and reduce failure rates--and create the products and services customers really want.
Download or read book Breakthrough written by Thomas Gelmi and published by iUniverse. This book was released on 2019-03-28 with total page 155 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managers, employees, and customers meet in the limited space of an aircraft. They interact and encounter conflicts such as those found in other areas of the world of work. How the interaction takes place strongly depends on the skills and performance of the cabin crew, who at best must anticipate and de-escalate challenges and at worst solve them immediately and without help from the outside. This calls for the highest level of personal and interpersonal competence—with all the consequences. So what can managers and employees learn from the setting on board? Each chapter begins with exciting real-life stories that happened at a certain latitude and longitude and an altitude of thirty thousand feet. The reader directly recognizes parallels to his or her life, tracks down problems faster in the future, and finds new solutions. If you want to increase your professional and personal effectiveness, this book is a must-read for you.
Book Synopsis Inside Your Customer's Imagination by : Chip R. Bell
Download or read book Inside Your Customer's Imagination written by Chip R. Bell and published by Berrett-Koehler Publishers. This book was released on 2020-09-08 with total page 169 pages. Available in PDF, EPUB and Kindle. Book excerpt: “A journey into a powerful idea . . . the more people you involve as creators and contributors, the greater your innovation capacity.” —Polly LaBarre, New York Times-bestselling coauthor of Mavericks at Work Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today’s innovation-hungry economy. The challenge is customers often don’t know precisely what they want. As Henry Ford is reputed to have said, “If I had asked people what they wanted, they would have said faster horses.” To surprise and awe your customers, Chip Bell advises developing co-creation partnerships with them. Co-creation partnerships are about fulfilling customers’ hopes and aspirations, not just their needs and expectations. Co-creation partnerships require (1) curiosity that uncovers insight, (2) grounding that promotes clear focus, (3) discovery that fosters risk-taking, (4) trust that safeguards partnership purity, and (5) passion that inspires energized generosity. Using examples from organizations like McDonald’s, DHL, Marriott, Lockheed Martin, Discover Financial, Ultimate Software, and many more, Bell shows how co-creation partnerships enable you to tap into the treasure trove of ideas, ingenuity, and genius-in-the-raw within every customer. “Innovation through partnership is the blueprint for business growth in the future. Inside Your Customer’s Imagination provides the instruction and inspiration to make it a success.”—Marshall Goldsmith, #1 New York Times-bestselling author “Chip Bell’s unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer’s ingenuity for creating breakthrough results.” —Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Experience Professionals Association (CXPA)
Book Synopsis INSIDE YOUR CUSTOMER'S IMAGINATION by : CHIP R. BELL
Download or read book INSIDE YOUR CUSTOMER'S IMAGINATION written by CHIP R. BELL and published by . This book was released on 2020 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Unexpected written by Howard Brodsky and published by . This book was released on 2015-03-25 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: "The Unexpected" posits a new theory about the relationship between service and customer loyalty, as well as how to execute it. Four elements comprise The Unexpected: It is memorable, distinguishable, viral, and profitable. Delivering The Unexpected starts at the top of an organization and requires senior executive buy-in. It is executed at ground level and requires empowerment of employees at all levels of an organization. The Unexpected does not have to be costly, and relies more upon creativity, innovation and training team members to see - and act upon - opportunities when they present themselves. Finally, it can be delivered by any organization in any industry and of any size. "The Unexpected" is designed for entrepreneurs and business owners; senior executives; educational professionals; and front-line service employees. The book is written by Howard Brodsky, co-founder and co-CEO of CCA Global Partners, a $10 billion privately held organization; and Dustin S. Klein, publisher of Smart Business magazine and co-author of the Amazon #1 bestseller, "The Benevolent Dictator".
Book Synopsis Customer Magic by : Jamie T. Buckley
Download or read book Customer Magic written by Jamie T. Buckley and published by . This book was released on 2005-01-01 with total page 171 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Breakthrough Zone written by Roy Langmaid and published by John Wiley & Sons. This book was released on 2004-11-19 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: A breakthrough is a discontinuous change that makes new things possible and takes performance in a market to a new level. This book is about creating breakthroughs in large organizations where so much energy is often committed to existing activity. Drawing on their wide experience of working with top companies including British Airways, BUPA, and Carphone Warehouse, Ray Langmaid and Mac Andrews argue that it is customers themselves who are best-placed to conceive great new products and services, but that they will need time and trust to work out how these might best be created. Traditional ways of talking to customers such as focus groups lack honesty and place perceptual barriers - what is needed is a new approach that is open, honest and ongoing. The solution is the Breakthrough Zone, a creative meeting of customer and executives in which desires are unlocked and needs identified. Versatile enough to be used with groups of any size, this process is built on personal relationships, and proven to generate really innovative ideas for brand extensions and product development. Provides the tools and techniques to enable you to get closer to your customers - a step-by-step guide shows you how to implement the 'Breakthrough Zone' process Explores why this type of communication is so much more effective than focus groups or traditional database-driven approaches to engaging in customer dialogue Previous innovations generated in the Breakthrough Zone include BA's 'Beds for Business', BT's 'It's Good to Talk' and new market strategies for VISA and Dell
Book Synopsis Customer Science: Behavioral Insights for Creating Breakthrough Customer Experiences by : Alexander Chernev
Download or read book Customer Science: Behavioral Insights for Creating Breakthrough Customer Experiences written by Alexander Chernev and published by Cerebellum Press. This book was released on 2022-08-01 with total page 500 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines the strategic principles that define the customer experience. Building on the recent findings in the domains of behavioral economics and social psychology, Customer Science discusses the customer experience from three different perspectives: what customers do—how they identify a problem, seek a solution, and interact with the offering; what they think and feel during this process—how they evaluate different market offerings; and what motivates their behavior—why they act the way they do. In this context, it examines all components of the customer experience—from activating a need to buying a company’s offerings, to becoming a loyal customer and advocate for the company. The different stages of customer interaction with the company and its offerings are presented in the form of a customer experience map, which functions as the organizing principle for this book. The customer experience map is the blueprint for understanding the different stages of the customer experience and facilitating managerial decision making at each stage. The customer experience map is also the foundation of the customer experience canvas, a practical tool to identify the key questions managers should ask as they strive to create impactful customer experiences.
Book Synopsis Breakthrough Leadership by : Alan M. Blankstein
Download or read book Breakthrough Leadership written by Alan M. Blankstein and published by Corwin Press. This book was released on 2020-08-25 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now is the time for Breakthrough Leadership This book was borne out of urgency. We face the consequences of a raging pandemic, coupled with an unprecedented call to end racial injustice. COVID-19 has exposed longstanding structural inequities, while at the same time offering a rare "breakthrough" opportunity to dismantle inequitable systems that have harmed our most marginalized students for generations. Breakthrough Leadership is rooted in moral courage and calls us to act upon a new discovery, or epiphany about a fundamental truth that challenges previous beliefs. While this book offers examples of schools that were "beating the odds" pre-COVID-19 as well as strategies for changing those odds in the future. Breakthrough Leadership also spotlights professionals now leveraging crises like this to shape local and national priorities toward a more equitable and healthy society for our children in order to: Create and sustain Equitable Learning Communities (ELCs) that are grounded in relational trust Establish comprehensive systems to ensure that all students thrive Implement cutting-edge principles of effective curriculum, instruction, and assessment including culturally responsive teaching, trauma-informed practice, and blended learning Meaningfully engage families and community Leadership from the classroom to the board room is needed to advance an agenda of equitable and successful outcomes for our students. The facts stakes couldn’t be starker. Good leadership saves lives both in pandemics, and in our profession. "The critical variable that determines whether or not our schools can respond adequately to the numerous challenges that they and their children face is leadership. . . This book is about the work of such leaders. In big cities, small towns, and rural areas, a small number of principals and superintendents are showing that progress can be made when leaders have the resourcefulness and courage to address equity challenges directly. The educational leaders profiled in this book have a clear sense of how to systematically build the capacity of teachers and schools to meet the needs of the students they serve. I urge other leaders to learn from them so that great schools that serve all children well, will be the norm, rather than the exception." ~Pedro Noguera "With all its devastation, COVID-19 also presents the opportunity of the century to transform the public education system that, to say the least, has become stalled and stagnant in the past 50 years. . . . Breakthrough Leadership makes a significant contribution to our next phase, which must be one of definable and targeted transformation of equity-based learning. ~Michael Fullan
Book Synopsis Breakthrough Leadership in the Digital Age by : Frederick M. Hess
Download or read book Breakthrough Leadership in the Digital Age written by Frederick M. Hess and published by Corwin Press. This book was released on 2014 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: “By deconstructing learning science and making the connection to technology, Hess and Saxberg have outlined key strategies for school leaders as they work to transform traditional practices in schools. Whether it is whole-school reform or targeted interventions, principals will be motivated to rethink or‘re-engineer’ the use of technology to optimize teaching and learning.” —Gail Connelly, Executive Director National Association of Elementary School Principals.
Author :Charles D. Brennan Publisher :AMACOM/American Management Association ISBN 13 :9780814403723 Total Pages :212 pages Book Rating :4.4/5 (37 download)
Book Synopsis Proactive Customer Service by : Charles D. Brennan
Download or read book Proactive Customer Service written by Charles D. Brennan and published by AMACOM/American Management Association. This book was released on 1997 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: Here's the breakthrough book that in-house customer service and sales management professionals have been asking for. This guide bridges the two disciplines to supply hands-on tips and techniques for uncovering new sales opportunities via the customer service department. Filled with real-life scenarios and sample scripts.
Book Synopsis Word-Class Customer Service by : Ted Johns
Download or read book Word-Class Customer Service written by Ted Johns and published by . This book was released on 2008 with total page 61 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Repair, Brokenness, Breakthrough by : Francisco Martínez
Download or read book Repair, Brokenness, Breakthrough written by Francisco Martínez and published by Berghahn Books. This book was released on 2019-09-01 with total page 339 pages. Available in PDF, EPUB and Kindle. Book excerpt: Exploring some of the ways in which repair practices and perceptions of brokenness vary culturally, Repair, Brokenness, Breakthrough argues that repair is both a process and also a consequence which is sought out—an attempt to extend the life of things as well as an answer to failures, gaps, wrongdoings, and leftovers. This volume develops an open-ended combination of empirical and theoretical questions including: What does it mean to claim that something is broken? At what point is something broken repairable? What are the social relationships that take place around repair? And how much tolerance for failure do our societies have?
Book Synopsis Inside Your Customer's Imagination by : Chip R. Bell
Download or read book Inside Your Customer's Imagination written by Chip R. Bell and published by . This book was released on 2020-09-09 with total page 374 pages. Available in PDF, EPUB and Kindle. Book excerpt: Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results.--Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Experience Professionals Association (CXPA)Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today's innovation-hungry economy. The challenge is customers often don't know precisely what they want. As Henry Ford is reputed to have said, "If I had asked people what they wanted, they would have said faster horses."To surprise and awe your customers, Chip Bell advises developing co-creation partnerships with them. Co-creation partnerships are about fulfilling customers' hopes and aspirations, not just their needs and expectations. Co-creation partnerships require (1) curiosity that uncovers insight, (2) grounding that promotes clear focus, (3) discovery that fosters risk-taking, (4) trust that safeguards partnership purity, and (5) passion that inspires energized generosity.Using examples from organizations like McDonald's, DHL, Marriott, Lockheed Martin, Discover Financial, Ultimate Software, and many more, Bell shows how co-creation partnerships enable you to tap into the treasure trove of ideas, ingenuity, and genius-in-the-raw within every customer.
