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If This Is a Service Economy, Why Am I Still on Hold: An Introduction to the Four Fundamental Principles of Service Excellence
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8921BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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Now Multiply It All by Culture: Service Excellence as a Product of Organizational Design and Culture
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8930BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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¿Hacia dónde va la globalización? Revisa tu estrategia
Ghemawat, Pankaj; Rosenberg, Mike; Reiche, SebastianDossier DOS-35Leadership and People Management, Service and Operations Management, StrategyNo te dejes llevar por corrientes pasajeras. Los consejos de los profesores del IESE te ayudarán a permanecer con los pies en la tierra.Starting at €15.00
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Truth Number 3: It's Not Your Employees' Fault--How to Design a Customer Service Model That Doesn't Depend on Heroes
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8924BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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Getting Bigger: Customer Service Mastery--A Stepping-Stone to Business Growth
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8931BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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Truth Number 1: You Can't Be Good at Everything--How to Make the Right Trade-Offs to Deliver Exceptional Customer Service
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8922BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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Truth Number 2: Someone Has to Pay for It--Four Funding Mechanisms That Can Sustain Premium Customer Service
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8923BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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Truth Number 4: You Must Manage Your Customers--How to Deliver Uncommon Service with the Help of Your Customers
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8925BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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Globalization Backlash: How to Stay Grounded
Ghemawat, Pankaj; Rosenberg, Mike; Reiche, SebastianDossier DOS-35-ELeadership and People Management, Service and Operations Management, StrategyDon’t get carried away by the uncertainty and anger. IESE experts offer practical advice, rooted in reality.Starting at €15.00