|About the Book|
Professor Jacques Horovitz has been working with Vodafone for several years to help us embed our Passion for Customers into the way we do business. This book, like his work with us, combines his insights with real life examples and a practicalMoreProfessor Jacques Horovitz has been working with Vodafone for several years to help us embed our Passion for Customers into the way we do business. This book, like his work with us, combines his insights with real life examples and a practical pragmatic approach to actually bringing customer commitment to life in your business. Nick Holley Director of Global People and Management Development Vodafone Group Services Ltd In retail, customer service is the only way to differentiate between companies. Everyone can buy the same merchandise but it is a consistent service to customers that can make you unique. Jacques has helped us over the last 15 years to develop our search for service in more than 800 stores. His book is a step-by-step practical approach that has been extremely useful to GrandVision and permitted us to stay ahead of the competition. Its simplicity makes it applicable to all.Daniel AbittanPresidentGrandVision Your business provides customer service but have you provided your business with a customer service strategy?- As the business mindset around the world has shifted from sales to customer satisfaction, the service you provide may prove to be the most sustainable source of differentiation and competitive advantage. In this revised edition of Professor Jacques Horovitzs bestselling book, you will learn how to compete effectively and stand out by mobilizing the entire organization to create a superior customer orientation. Highly practical yet based on extensive research with over 100 companies around the world, Service Strategy will help you understand your customers, measure their satisfaction with the customer service you provide, and show you how to implement state-of-the-art solutions.