商品敘述：

Service Excellence in Organizations, Eight Key Steps to Follow and Achieve It, is a two-volume book published by Business Expert Press in 2019 and written by Fiona Urquhart, who leads Durham University''s MBA module on service excellence and has consulted for an array of service and manufacturing organizations. Volume I deals with the basic tenets of service excellence, while Volume II suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples used by well-known companies; both also contain a self-assessment diagnostic tool that enables organizations to identify where they have built significant strengths in terms of service excellence and where opportunities to enhance their operations exist. In the first volume, the second chapter considers how the brand entices by drawing the customer into a relationship. It addresses questions such as: the role branding plays for company, staff, and customer and its link to service excellence; how to develop engaging brands; how to use the brand throughout the consumer decision-making process to strengthen the customer relationship; what the role a company''s core values play in brand development; and how to surface those core values.

涵蓋領域：

Change management;Customer lifecycle management;Customer profitability analysis;Customer relationship management;Customer satisfaction;Design thinking;Innovation;Service management;Service quality

相關資料：

哪些人也有訂購？