The Future of Service is 5D: Why humans serve best in the digital era, is a book that aspires to redefine our understanding of what service means in an increasingly digital and interconnected world.
Now, more than ever, customers are the ultimate reason organisations exists. But many leaders and their organisation are not ready for the next era of business: the Customer-Led Revolution.
107 Simple Marketing Strategies for Regional Business Success
Ever felt like the big city businesses have all the marketing magic? Think again! Small Town Big Impact is the go-to guide, tailored just for businesses in regional and smaller communities.
The service process design landscape is rapidly evolving, with technology-enabled innovations allowing the service provider to create a more personalized service experience and customers to take a more active role in the service process.Designing Service Processes to Unlock Value was written to help you understand the opportunities (and ......
Prepare yourself for an immersive journey into the digital landscape of customer feedback mastery with The Good, The Bad, and The Emoji: Mastering the Art of Review Data.Authored by online review entrepreneurs Menno Beker and Hans Keukenschrijver, alongside hospitality expert Dr. Wouter Hensens, this groundbreaking book reveals the secrets to ......
This book uses insights from services marketing to illustrate how financial service providers should utilize service marketing concepts to provide customers with quality, satisfaction, and memorable experience.Marketing has been traditionally goods oriented with a business to customer focus. However, it is established that financial service ......
In The Big Miss: How Businesses Overlook the Value of Emotions, Zhecho Dobrev reveals how organizations are frequently deceived by customers and fail to act on what they fail to notice-thus are missing the biggest driver of profitable customer behavior!What are the emotional and subconscious drivers behind your customers' behavior? Do you have a ......
The techniques for performing cost-effectiveness analysis (CEA) and cost-benefit analysis (CBA) in mental health and other human services are introduced in this volume. After describing a model for assessment and improvement-oriented analysis of human service systems using CEA and CBA methods, the author then shows how to analyze each of the links between the expenditure of resources and the achievement of long-term programme objectives. Examples of each step in understanding and improving relationships between resources used, procedures, processes induced and outcomes generated are drawn from the author's own long and varied experience. They are designed to encourage readers to conduct their own quantitative and qualitative analyses of cost - procedure - process - outcome paths in human services.
Designed to provide new professional callcenter managers with a methodology for managing their callcenter in an easily understood, step by step manner.
