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Finishing Touch, The


en Paperback – 4 noi 2010

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Specificații

ISBN-13: 9780273713012
ISBN-10: 0273713019
Pagini: 240
Ilustrații: Illustrations
Dimensiuni: 159 x 235 x 29 mm
Greutate: 0.46 kg
Ediția:1
Editura: Financial Times Prent.
Locul publicării:Harlow, United Kingdom

Cuprins

Abouttheauthor
Acknowledgements
Arisingcrescendo
 
Part1     Prologue
1.  Moreservice,lesssatisfaction–theservicecontext


2.  Craftingtheservicevalueproposition–internalfoundations


 
Part2    Acts
Act1.Managingexpectations–preconceptions


Act2.Startingwell–firstimpressions


Act3.Movingtopositive–buildingtrust


Act4.Queuesandbadnews–realitycheck 


Act5.Makingcustomersfeelimportant–somethingindividual


Act6.Icanfixthat–servicerecovery


Act7.Stayingahead–serviceinnovation


Act8.Leavingyourcustomerswantingmore–thefinishingtouch
 
Part3      Epilogue
Finale
 
Furtherreading
Index

Notă biografică

Tony Cram has presented on competitive marketing and innovation at conferences and company conventions around the world including Berlin, Buenos Aires, Budapest, Gothenburg, Istanbul, London, Paris and Warsaw.
As a Programme Director at Ashridge Business School-one of Europe's leading centres for Management Development-he designs and delivers executive development programmes on business strategy and market innovation. His particular interest is in understanding customer value, developing brands and the dynamics of long-term business relationships.
Tony Cram's previous books include Customers that Count: How to build living relationships with your most valuable customers, Smarter Pricing: How to capture more value in your market and The Power of Relationship Marketing.