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  • ISBN: 9780273635772
  • ISBN10: 0273635778

Seven Secrets of Service Strategy

by Horovitz, Jacques

  • List Price: $34.00
  • Binding: Hardcover
  • Publisher: Financial Times/Prentice Hall
  • Publish date: 12/01/2006
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Seven Secrets of Service Strategy reveals how to compete through service differentiation -- showing companies how to create a valuable "service culture", as well as customer loyalty programs that dramatically improve customer satisfaction. Jacques Horovitz -- who has helped build world-class service organizations at Club Med and Euro Disney -- presents a start-to-finish guide to achieving sustainable competitive advantage through service. Horovitz presents seven detailed steps any company can take now -- from improving your understanding of your customers, to measuring the service you're delivering now, to managing customer compliants for profit. He compares each leading technique for building customer loyalty; shows how to lead service professionals; and demonstrates how to achieve quick wins while changing your company's long-term mindset about service. For all marketing and service managers, and for senior management concerned with establishing a world-class service culture.
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Sewn binding. Cloth over boards. 140 p. Contains: Illustrations. Audience: General/trade. Gift Quality.