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| breakthrough customer service: What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services Anthony Ulwick, 2005-09-06 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. |
| breakthrough customer service: The AI Revolution in Customer Service and Support Ross Smith, Mayte Cubino, Emily McKeon, 2024-07-16 In the rapidly evolving AI landscape, customer service and support professionals find themselves in a prime position to take advantage of this innovative technology to drive customer success. The AI Revolution in Customer Service and Support is a practical guide for professionals who want to harness the power of generative AI within their organizations to create more powerful customer and employee experiences. This book is designed to equip you with the knowledge and confidence to embrace the AI revolution and integrate the technology, such as large language models (LLMs), machine learning, predictive analytics, and gamified learning, into the customer experience. Start your journey toward leveraging this technology effectively to optimize organizational productivity. A portion of the book’s proceeds will be donated to the nonprofit Future World Alliance, dedicated to K-12 AI ethics education. IN THIS BOOK YOU’LL LEARN About AI, machine learning, and data science How to develop an AI vision for your organization How and where to incorporate AI technology in your customer experience fl ow About new roles and responsibilities for your organization How to improve customer experience while optimizing productivity How to implement responsible AI practices How to strengthen your culture across all generations in the workplace How to address concerns and build strategies for reskilling and upskilling your people How to incorporate games, play, and other techniques to engage your agents with AI Explore thought experiments for the future of support in your organization “Insightful & comprehensive—if you run a service & support operation, put this book on your essential reading list right now!” —PHIL WOLFENDEN, Cisco, VP, Customer Experience “This book is both timely and relevant as we enter an unprecedented period in our industry and the broader world driven by Generative AI. The magnitude and speed of change we’re experiencing is astounding and this book does an outstanding job balancing technical knowledge with the people and ethical considerations we must also keep front of mind.” —BRYAN BELMONT, Microsoft, Corporate VP, Customer Service & Support “The authors of this book are undoubtedly on the front lines of operationalizing Gen AI implementations in customer support environments... and they know undoubtedly that at its core, support is about people and genuine human connections. This book walks you through their journey to keep people at the center of this technical tsunami.” —PHAEDRA BOINODIRIS, Author, AI for the Rest of Us |
| breakthrough customer service: Inside Your Customer's Imagination Chip R. Bell, 2020-09-08 “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) |
| breakthrough customer service: Sizzling Customer Service Doug Smart, 1998-09 |
| breakthrough customer service: The Customer Service Revolution John R. DiJulius, 2015-01-06 In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant. |
| breakthrough customer service: Exceptional Customer Service Lisa Ford, David McNair, William Perry, 2009-08-18 When the going's tough, companies that survive will be those that build the greatest loyalty—by exceeding expectations. Yet, too often, companies ignore their customers' needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback. With new, updated examples from more than fifty companies—from Chik-Fil-A restaurants to the Ritz-Carlton hotel chain to online retailer Zappos.com—this book shows managers how to go from so-so service to amazing service. In today's market, customer service is a key competitive advantage. This book shows you how to expand your customer base when the industry is shrinking, use new media to reach consumers, and make a lasting, great impression on customers. When businesses are fighting to survive, creating a great experience for customers isnit just important—it's essential. |
| breakthrough customer service: Breakthrough Customer Service Stanley A. Brown, 1997-10 This reference offers coverage of aspects of customer service and support. Contributors from companies including Coopers & Lybrand, IBM and Xerox offer advice on creating the corporate culture, establishing and using the right measurements and standards, short- and long-term strategic planning, using state-of-the-art technology, managing the workforce, and where to go for further information. |
| breakthrough customer service: A Handbook Rebecca Elmore-Yalch, Transit Development Corporation, Transit Cooperative Research Program, 1998 Focuses on the status of market research as practiced in transit agencies and identifies major market issues confronting them. The handbook also evaluates market research strategies appropriate for transit and provides guidance to integrate and institutionalize market research into decision-making processes of transit agencies. Finally, it examines some institutional barriers that limit the use of market research. |
| breakthrough customer service: Service Innovation Lance Bettencourt, 2010 |
| breakthrough customer service: Service Breakthroughs James L. Heskett, 1990-09-17 What Do Citicorp, UPS and Marriott have in common? They are breakthrough service providers, firms that changed the rules of the game in their respective industries by consistently meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School. Breakthrough leaders, they discovered, think very differently about their businesses than do their competitors, in distinct and well-defined ways. Now, in Service Breakthroughs, based upon five years of exhaustive research in fourteen service industries, Heskett, Sasser, and Hart show exactly what enables one or two companies in each industry to constantly set new standards for quality and value that force competitors to adapt or fail. At the heart of breakthrough performance, the authors contend, is a sometimes intuitive but thorough understanding of the self-reinforcing service cycle that replaces traditional management of trade-offs. The cycle is a paradigm derived from the research results suggesting direct links between heightened customer satisfaction, increased customer retention, augmented sales and profit, improved quality and productivity, greater service value per unit of cost, improved satisfaction of service providers, increased employee retention, and further heightened customer satisfaction. With detailed examples and dramatic case studies of Mark Twain Bancshares, American Airlines, Florida Power & Light, Federal Express, McDonald's and many other companies, Heskett, Sasser, and Hart show how this self-reinforcing cycle of behavior differentiates breakthrough leaders from their merely good competitors. The authors describe how breakthrough managers develop counterintuitive, even contrarian, strategic service visions. These companies define their service concept in terms of results achieved for customers rather than services performed. They target market segments by focusing on psychographics -- how customers think and behave -- instead of demographics. And instead of viewing a service delivery system as a facility where the service is producted and sold, breakthrough firms see it as an opportunity to enhance the quality of the service. These profound differences in thought and action have brought spectacular results. For managers who wish to set the pace in their service industries, Service Breakthroughs will be essential reading. |
| breakthrough customer service: SALES RETAIL AND CUSTOMER SERVICE SKILLS Prabhu TL, 2020-12-22 Immerse yourself in the dynamic world of sales, retail, and customer service—a captivating domain where the art of building relationships and exceeding customer expectations drives business success. Sales, Retail, and Customer Service Skills is a comprehensive guide that unveils the essential techniques and strategies that empower professionals to thrive in customer-facing roles. Mastering Customer-Centric Excellence: Step into the heart of customer-centric excellence as this book explores the core principles and practices that define exceptional sales, retail, and customer service professionals. From persuasive selling to creating memorable shopping experiences, this guide equips you with the tools to build lasting relationships with customers. Key Themes Explored: Sales Techniques: Discover effective selling approaches that convert prospects into loyal customers. Retail Merchandising: Embrace the art of visual merchandising and creating inviting store environments. Customer Experience: Learn strategies to elevate the customer journey and exceed expectations. Effective Communication: Harness the power of effective communication in resolving customer inquiries and complaints. Customer Relationship Management: Embrace the significance of building and maintaining strong customer relationships. Target Audience: Sales, Retail, and Customer Service Skills caters to sales professionals, retail associates, customer service representatives, entrepreneurs, and anyone seeking to excel in customer-facing roles. Whether you work in a retail store, call center, or e-commerce platform, this book empowers you to deliver exceptional customer experiences. Unique Selling Points: Real-Life Customer Success Stories: Engage with inspiring case studies of customer-centric triumphs. Retail Sales Analytics: Emphasize the role of data-driven insights in optimizing retail sales performance. Emotional Intelligence: Learn how emotional intelligence enhances customer interactions and satisfaction. Customer Loyalty: Explore techniques for building customer loyalty and fostering repeat business. Unlock the Path to Customer Satisfaction: Sales, Retail, and Customer Service Skills transcends ordinary sales and customer service literature—it's a transformative guide that empowers you to create meaningful connections with customers. Whether you seek to increase sales, improve customer satisfaction, or enhance the overall retail experience, this book is your roadmap to success. Secure your copy of Sales, Retail, and Customer Service Skills and unleash the art of delighting customers to drive business success and foster enduring loyalty. |
| breakthrough customer service: Communication for Business and the Professions: Strategie s and Skills Judith Dwyer, 2012-10-15 The comprehensive how-to guide to preparing students for the demands they’ll face on the job. Dwyer thoroughly addresses the new-media skills that employees are expected to have in today’s business environment. Now titled Communication for Business and the Professions: Strategies and Skills, the fifth edition presents these technologies in the context of proven communication strategies and essential business English skills. With new and updated content on social media and technology, Dwyer provides comprehensive coverage of communication strategies and skills by linking theory and research with practical skills and examples. Dwyer believes in expanding our knowledge of what we can do to interact effectively and provides us with working models to practise and refine how well we do it. This edition continues to provide a solid background in communication, stimulate critical thinking, and promote active learning through a variety of features and activities. |
| breakthrough customer service: Great Customer Service on the Telephone Kristin Anderson, 1992-11-26 A thorough, quick-reading guide that shows anyone who uses the phone how to treat it as a service tool that directly impacts on company profits. First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. In this book, you will be able to double your effectiveness when you learn how to: handle irate customers end those endless calls take meaningful messages handle conference calls and transfer calls screen calls and ask focused questions use the phone during emergencies improve your voice effectiveness With worksheets, checklists, and fill-in forms, Great Customer Service on the Telephone will inspire fabulous phone service. |
| breakthrough customer service: The Unexpected Howard Brodsky, Dustin S. Klein, 2015-03-25 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. |
| breakthrough customer service: Breakthrough Thomas Gelmi, 2019-03-28 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. |
| breakthrough customer service: BUSINESS PROCESS T. A. VENKATACHALAM, C. M. SELLAPPAN, 2010-10-11 This textbook provides complete coverage of the subject. Starting with a detailed description of organisational structure, relationships and culture, the text proceeds to discuss the topics such as nature of power in organisation, leadership, organisational change and organisational environment. An elaborate account of business process reengineering with respect to methodology, planning, and its relationship with IT industry is given. Finally, the text describes e-business process and knowledge management in detail. The text is profusely illustrated with numerous flow charts and diagrams. Review questions are included at the end of every chapter to help students check their understanding of the subject. This textbook is primarily designed for the students of MCA for a course in business process. It will be also useful to the students of MBA and BCA. |
| breakthrough customer service: Informationweek , 1997-10 |
| breakthrough customer service: South African Marketing Cases for Decision Makers Leyland F. Pitt, Deon Nel, 2001 This collection of marketing cases from South African business, seeks to highlight the changes in the marketing discipline caused by developments on the Internet. |
| breakthrough customer service: Beyond Strategic Vision Michael Cowley, Ellen Domb, 2012-08-21 Hoshin is a system which was developed in Japan in the 1960's, and is a derivative of Management By Objectives (MBO). It is a Management System for determining the appropriate course of action for an organization, and effectively accomplishing the relevant actions and results. Having recognized the power of this system, Beyond Strategic Vision tailors the Hoshin system to fit the culture of North American and European organizations. It is a how-to guide to the Hoshin method for executives, managers, and any other professionals who must plan as part of their normal job. The management of an organization, whether it be large or small, has as one of its principal responsibilities setting the direction of the organization for the future. The most effective way to set the future direction is to develop a shared vision of what the organization will be in the future, contrast it to the way the organization is now, and then to create a plan for bridging the gap: the Strategic Plan. Beyond Strategic Vision shows you how to do this effectively and efficiently. Michael Cowley has been a teacher and practitioner of management and strategic planning methodologies since 1972. He is a certified instructor for GOAL/QPC and has worked with a wide variety of clients in the automotive, manufacturing, financial, military, healthcare, and educational fields. Dr. Cowley is President of Cowley & Associates, management consultants in Carnelian Bay, California. Ellen Domb is President of the PQR Group, a consulting firm specializing in the application of TQM in Upland, California. She has a successful history of teaching and consulting for planning, management, manufacturing, product development, and business systems. Dr. Domb is the author of numerous articles and books on quality management practices. |
| breakthrough customer service: Services Marketing: Text and Cases, 2/e Harsh V. Verma, 2012 |
| breakthrough customer service: ERP Carol A Ptak, Eli Schragenheim, 2003-10-20 Completely revised and updated, ERP: Tools, Techniques, and Applications for Integrating the Supply Chain, Second Edition describes, from the perspective of a business manager, concepts and tools for enterprise planning, management, and execution. The text is written in an easy-to-read format, with many real examples from a variety of industries th |
| breakthrough customer service: Distribution Planning and Control David F. Ross, 2011-06-27 When work began on the first volume ofthis text in 1992, the science of dis tribution management was still very much a backwater of general manage ment and academic thought. While most of the body of knowledge associated with calculating EOQs, fair-shares inventory deployment, productivity curves, and other operations management techniques had long been solidly established, new thinking about distribution management had taken a definite back-seat to the then dominant interest in Lean thinking, quality management, and business process reengineering and their impact on manufacturing and service organizations. For the most part, discussion relating to the distri bution function centered on a fairly recent concept called Logistics Manage ment. But, despite talk of how logistics could be used to integrate internal and external business functions and even be considered a source of com petitive advantage on its own, most of the focus remained on how companies could utilize operations management techniques to optimize the traditional day-to-day shipping and receiving functions in order to achieve cost contain ment and customer fulfillment objectives. In the end, distribution manage ment was, for the most part, still considered a dreary science, concerned with oftransportation rates and cost trade-offs. expediting and the tedious calculus Today, the science of distribution has become perhaps one of the most im portant and exciting disciplines in the management of business. |
| breakthrough customer service: Managing Customers Profitably Lynette Ryals, 2009-01-22 This book is a response to a need in the market place in the fast-growing field of customer profitability analysis and the profitable management of customer relationships. It combines innovative approaches to calculating the value of customers, with the management strategies necessary to make and keep customers profitable. It includes easy-to-follow instructions on how to calculate customer profitability, including worked examples (non-technical) and discusses strategies and their applications for organizations to manage customers profitably. Based on cases and feedback from the KAM Club and other research, there will be many business-to-business as well as business-to-consumer examples. The book assumes some level of numeracy in its readership. The contents include: Assessing product costs, costs to serve and how these can be estimated, and how to deal with customer-specific overhead costs. It discusses the uses and limitations of the use of customer profitability analysis, and illustrates how to calculate customer lifetime value using two methods, one with actual numbers and one which estimates relative customer lifetime value. Provides an innovative approach to calculating the lifetime value of a customer by taking risk into account. Demonstrates how to recognise and value the relationship benefits of customers, such as word of mouth. Brings into discussion the idea that how customers are managed, links to their profitability. Describes how financial portfolio analysis and theory apply to marketing and how, their application to marketing relates to the optimisation of marketing spend. |
| breakthrough customer service: ARRIVE Frank Devitt, Martin Ryan, Trevor Vaugh, 2021-04-12 This book is an excellent best-practice guide for senior managers and directors with innovation responsibilities. It describes how organisations of all sizes and sectors can apply design thinking principles, coupled with commercial awareness, to their innovation agenda. It explains how to keep the customer experience at the centre of innovation efforts and when to apply the range of available practices. It provides a clear, extensive rationale for all advice and techniques offered. Design thinking has become the number one innovation methodology for many businesses, but there has been a lack of clarity about how best to adopt it. It often requires significant mindset and behavioural changes and managers must have a coherent and integrated understanding in order to guide its adoption effectively. Many design thinking implementations are inadequate or sub-optimal through focusing too much on details of individual methods or being too abstract, with ill-defined objectives. This book uniquely provides integrated clarity and rationale across all levels of design thinking practice and introduces the ARRIVE framework for design thinking in business innovation, which the authors have developed over ten years of practice and research. ARRIVE = Audit – Research – Reframe – Ideate – Validate – Execute. The book contains a chapter for each of A-R-R-I-V-E, each of which has explanatory background and step-by-step methods instruction in a clear and standard format. Using the ARRIVE framework, the book provides high-level understanding, rationale and step-by-step guidance for CEOs, senior innovation leaders, innovation project managers and design practitioners in diverse public and private sectors. It applies equally well to innovation of products, services or systems. |
| breakthrough customer service: The Philosophy of Disruption Alexander Manu, 2022-07-28 The Philosophy of Disruption provides a structural understanding of how disruption differs from regular change, presenting methods for conceptualizing beneficial responses into products, services, or experiences. |
| breakthrough customer service: The Agility Advantage Amanda Setili, 2014-09-22 How to win market leadership in a fast-changing world In the past, companies could pick a strategy and stick with it, maintaining a competitive edge for years. But today, companies surge ahead, fall behind, or even disappear in mere months. If you and your company are going to thrive for the long run, you need to continuously evolve, change, and stay a step ahead of your competition. The ability to see and capitalize on new opportunities is the cornerstone of agility. Successful technology-based firms like Google, Tesla, and Amazon have all mastered agility within their core business practices, but companies in any sector can—and must—learn to spot new opportunities and make the right choices about what to invest in, what to change, and what to abandon. The Agility Advantage first shows how to identify those aspects of your business where agility is most crucial—where the business environment is changing fast—and which elements have the greatest impact on the customer’s decision to buy. Amanda Setili then shows how to master the three components of agility: Market agility: Gain ideas from your most demanding and forward-thinking customers and from outside your industry. Engage, observe, and mix with customers to identify the opportunities created by their changing demands. Decision agility: Anticipate the changes that may affect you and turn even troubling trends into opportunities. Design your strategy to maximize learning and to manage risk. Generate diverse alternatives and make fast, fact-based decisions about which to pursue. Execution agility: Build new capabilities, shed what doesn’t fit, and take the first steps in a new direction. Experiment, then reinforce and build on what works. Enlist and inspire your organization around a compelling purpose and grant employees the autonomy and resources to continuously adapt and adjust course. The future will present more opportunities but narrower windows to capture them. With a wealth of valuable information and practical strategies, The Agility Advantage is essential reading to help any organization adapt and thrive—both today and tomorrow. |
| breakthrough customer service: Breakthrough Thinking for Nonprofit Organizations Bernard Ross, Clare Segal, 2003-01-16 This groundbreaking book will help nonprofit managers think in newand creative ways about how they define and meet the challengesthey face--and how to rise above standard practices to lift theirorganizations to greater performance levels. Using examples of bestpractices from innovative organizations in both the corporate andnonprofit worlds, Breakthrough Thinking for NonprofitOrganizations offers a mix of how-to advice and case studiesthat will guide readers on a new road to creativity. This book willfundamentally change the way nonprofit professionals think abouthow they do their work--and usher in a new era fornonprofits. 2003 Terry McAdam Book Award Winner http://www.allianceonline.org/publications/mcadam_past_winners_1.page |
| breakthrough customer service: Keys to Terrific Customer Service (paperback) Laurence Hatch, 2008-09-14 Keys to Terrific Customer Service is not just a motivational book like hundreds of other customer service books on the market. It is a serious textbook that analyzes all aspects of customer satisfaction, trends in modern high-tech service delivery, and new concepts of measuring customer wants and needs. KTTCS is an ideal, inspirational resource for any small business owner, customer service manager, quality assurance specialist, service process planner, customer relations supervisor, or business consultant. Over 165 topics are covered in remarkable detail with clear examples and action plans. |
| breakthrough customer service: The CEO: Chief Engagement Officer John Smythe, 2017-03-02 You may be a senior executive wondering how to engage hundreds or thousands of employees in your vision, strategy or the transformation of the business; or a specialist in HR, communication and change, tasked with the challenge of 'aligning and mobilising' your people. In either case, you no longer want compliant people, you want individuals who will engage their creativity at work. For their part, engaged employees want a say in their work and in how the business changes. The Chief Engagement Officer explores a management philosophy which recognises the value of opening up decision making to the right groups to improve the quality of decisions and change, accelerate execution and broaden ownership. John Smythe asks what the concept of engagement means for employer and employee; tests whether and how it is different from internal communication and provides a practical framework for those who want to engage colleagues but need advice based on applied experience. The book includes a tapestry of reports from organisations who are engaging their employees to drive performance and change. The author demonstrates how powerful models, developed from his work at SmytheDorwardLambert, his time as an organisational fellow with McKinsey and Company, and his consultancy with Engage for Change, can be used to take this process forward in any organisation. The Chief Engagement Officer is a highly readable guide to the revolution that is needed in employee communication and organisational leadership from one of the most experienced and well-regarded experts on employee communication. |
| breakthrough customer service: SPC Simplified for Services Davida Amsden, Howard Butler, Robert Amsden, 2012-12-06 In this book, we talk about many of the tools and techniques of qual ity. These tools are easy to learn. So you can better see where the tools of quality fit in your service business, we will first talk about what it takes to become a quality organization. THE NEED In many manufacturing industries worldwide, quality is a major strat egy for gaining the competitive edge. Quality in the Japanese auto indus try, for example, means the quality of everything the company does as well as the quality of the product itself. This includes the quality of sales; of market research to find out what the customer wants, needs, and ex pects; of new product development; of ordering processes; of billing; of service of the product; etc. What does this have to do with service organizations? Until recently, the really tough competition from abroad, especially from Japan, has been in manufacturing. Competition is now growing in service industries as well. Any company, whether foreign or domestic, that learns the ideas and tools of quality and practices quality management will become a se rious competitive threat to your company. Some examples may help you see the seriousness of your situation. |
| breakthrough customer service: Achieving Transformation and Renewal in Financial Services Rohit Talwar, 2016-08-01 The rules for survival and success have never been so unclear, the choice of strategies so uncertain and the pressure to act quickly so immense. Achieving transformation and renewal in financial services focuses oncases and concepts that describe how leading players in financial services have addressed the challenges of organizational transformation and renewal.It is a practical handbook providing a rich and diverse set of case examples on how companies have been rethinking and reshaping their business operations to ensure they remain competitive into the 21st century.Rohit Talwar also considers some of the strategic implications of competing in a continuously changing 'wired world' and how to survive and thrive in such a turbulent environment. |
| breakthrough customer service: The Ultimate Online Customer Service Guide Marsha Collier, 2010-12-15 Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers happy birthday. They grow their brands by involving themselves in communities. The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers. Authentically use social media to connect with customers to boost your bottom line Attract new customers through your online presence Achieve higher GMS (Gross Merchandise Sales) with quality customer service Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide. |
| breakthrough customer service: Executives Lifetime Library of Model Speeches for Every Situation Roger Shelby, 2024-11-01 This resource provides over 200 ready-to-use model speeches covering many different business purposes and situations. The library should be broad enough to be used by executives in all types of industry and all size firms. |
| breakthrough customer service: Measuring and Improving Patient Satisfaction Patrick J. Shelton, 2000 Measuring and Improving Patient Satisfaction provides a detailed how-to approach to establishing an effective patient satisfaction measurement program. The reader learns how to measure patient satisfaction and act upon the information obtained from patient satisfaction surveys. The book is based on the author's own experience in creating and implementing a patient satisfaction measurement program for the Med-Partners Friendly Hills Health Network in Southern California. |
| breakthrough customer service: ASP Business Monthly Newsletter , |
| breakthrough customer service: Dynamic Perspectives on Globalization and Sustainable Business in Asia Ordoñez de Pablos, Patricia, 2018-10-26 In the increasingly turbulent political climate, there has been growing interest in economic and international relations with Asia. Understanding the business practices in countries of this region, particularly uncertainties, risks, and opportunities associated with doing business in Asia, will be key for competing in a global economy. Dynamic Perspectives on Globalization and Sustainable Business in Asia provides perspectives on the challenges and opportunities of business growth in Asia with strategic insights on knowledge production, innovation, and disruptive technologies. Featuring coverage on a broad range of topics such as consumer behavior, financial literacy, and value perception, this book is ideally designed for academicians, researchers, government officials, policymakers, and practitioners seeking current research on the development of networks to support competitive advantage in the global economy and viable enterprises. |
| breakthrough customer service: Four Practical Revolutions in Management Alan Graham, Shoji Shiba, David Walden, 2001-04-24 In Four Practical Revolutions in Management: Systems for Creating Unique Organizational Capability, authors Shoji Shiba and David Walden significantly revise their classic text on leading management systems -- A New American TQM. This book is a comprehensive approach to business management that goes beyond business operations improvement. The authors demonstrate a program for establishing a sophisticated, state-of-the-art management system that creates unique organizational capabilities. Containing new methodologies and case studies, the book is one of the most extensive in the management field and provides a step-by-step program for implementing leading management techniques. To create a successful management system, the authors argue that companies must be organized around four major areas of practice called the four revolutions. They are customer focus, continuous improvement, total participation, and societal networking. For each of the areas, the book presents proven methods that enable dynamic implementation strategies. Customer Focus Any effective management system begins with the customer. Companies must learn to integrate a customer's concerns into their own. The book presents how to embrace the market-in concept and integrate the other skills in the book into a management strategy that focuses on the customer. Continuous Improvement For a company to be successful in the 21st century, it must continually improve its processes to meet the ever-changing needs of the customer. This book introduces important tools for process discovery, management, and improvement. In the process, it moves beyond reactive improvement methods to proactive improvement efforts. Total Participation The key to creating a dynamic management system is employee participation. Employees are the ones who work on the issues of quality and customer satisfaction on a daily basis. This book presents skills such as hoshin management, team-building, creating structures for mobilization, and leading change and breakthrough. Societal Networking Besides a company's internal audience, another source of business improvement ideas is societal networking. This is the set of companies, customers, and suppliers associated with any organization, that can learn from the experiences of these groups. To develop these valuable resources into a comprehensive management strategy, the book covers mutual learning methods, as well as keys for integrating various management methodologies. This book includes: Hoshin management PDCA (plan, do, check, act) cycle 7-step method of reactive improvement Proactive improvement to develop new products Engaging people in a changing environment Focused strategies for phase-in Leading process improvement The practice of breakthrough Over thirty thorough case studies |
| breakthrough customer service: Process Management Excellence H. James Harrington, 2006 |
| breakthrough customer service: Tuned In Craig Stull, Phil Myers, David Meerman Scott, 2011-03-16 If you market a product, service, or idea in any business, industry or organization, you must read Tuned In: Uncover the Extraordinary Opportunities That Lead to Business Breakthroughs, a guide to understanding and meeting the needs of consumers, whether or not they make those needs clear. An easy-to-follow six-step process developed over the past 15 years can help you address unsolved problems, recognize buyer personas, quantify impact and create breakthrough experiences. Stop wasting time by guessing what your market needs and start understanding consumer desire. |
| breakthrough customer service: Military Construction, Veterans Affairs, and Related Agencies Appropriations for 2017 United States. Congress. House. Committee on Appropriations. Subcommittee on Military Construction, Veterans Affairs, and Related Agencies, 2016 |
BREAKTHROUGH Definition & Meaning - Merriam-Webster
The meaning of BREAKTHROUGH is a sudden advance especially in knowledge or technique. How to use breakthrough in a sentence.
Breakthrough (2019) - IMDb
Breakthrough: Directed by Roxann Dawson. With Marcel Ruiz, Topher Grace, Sarah Constible, Dennis Haysbert. When her 14-year-old son drowns in a lake, a faithful mother prays for him to …
Breakthrough (2019 film) - Wikipedia
Breakthrough is a 2019 American Christian drama film directed by Roxann Dawson in her feature film directorial debut. [3] The film was written by Grant Nieporte, based on the Christian book …
BREAKTHROUGH | English meaning - Cambridge Dictionary
BREAKTHROUGH definition: 1. an important discovery or event that helps to improve a situation or provide an answer to a…. Learn more.
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Find a 2025 Delaware basketball camp near you! There are over 400+ Breakthrough Basketball Camps in 2025 for spring, summer, fall, and winter.
Breakthrough streaming: where to watch movie online? - JustWatch
Currently you are able to watch "Breakthrough" streaming on fuboTV, Youtube TV. It is also possible to buy "Breakthrough" on Amazon Video, Apple TV, Fandango At Home, Microsoft …
Breakthrough Definition & Meaning | Britannica Dictionary
BREAKTHROUGH meaning: 1 : a sudden increase in knowledge, understanding, etc. an important discovery that happens after trying for a long time to understand or explain …
BREAKTHROUGH Definition & Meaning - Merriam-Webster
The meaning of BREAKTHROUGH is a sudden advance especially in knowledge or technique. How to use breakthrough in a sentence.
Breakthrough (2019) - IMDb
Breakthrough: Directed by Roxann Dawson. With Marcel Ruiz, Topher Grace, Sarah Constible, Dennis Haysbert. When her 14-year-old son drowns in a lake, a faithful mother prays for him …
Breakthrough (2019 film) - Wikipedia
Breakthrough is a 2019 American Christian drama film directed by Roxann Dawson in her feature film directorial debut. [3] The film was written by Grant Nieporte, based on the Christian book …
BREAKTHROUGH | English meaning - Cambridge Dictionary
BREAKTHROUGH definition: 1. an important discovery or event that helps to improve a situation or provide an answer to a…. Learn more.
2025 Basketball Camps in Delaware - Breakthrough Basketball
Find a 2025 Delaware basketball camp near you! There are over 400+ Breakthrough Basketball Camps in 2025 for spring, summer, fall, and winter.
Breakthrough streaming: where to watch movie online? - JustWatch
Currently you are able to watch "Breakthrough" streaming on fuboTV, Youtube TV. It is also possible to buy "Breakthrough" on Amazon Video, Apple TV, Fandango At Home, Microsoft …
Breakthrough Definition & Meaning | Britannica Dictionary
BREAKTHROUGH meaning: 1 : a sudden increase in knowledge, understanding, etc. an important discovery that happens after trying for a long time to understand or explain …
