Product Plus: How Product + Service = Competitive Advantage - Couverture rigide

Lovelock, Christopher H.

Couverture rigide

ISBN 10 : 0070387982 ISBN 13 : 9780070387980

Editeur : McGraw-Hill Inc.,US, 1994

Synopsis

In this text, Christopher Lovelock demonstrates how organizations consistently profit by putting customers first, and lays out a proven strategy for building an entire company around customer-is-king satisfaction. Based on an in-depth understanding of customer needs, the book's nucleus is its five-point "product plus" services: information - how to transmit instructions and advice, take reservations and provide progress reports; hospitality - how to welcome customers with courteous greetings, comfortable waiting areas and readily available facilities; caretaking - how customers appreciate such extra touches as convenient parking, secure coatrooms and personal care of their valuables; exceptions - how companies can impress everyone with service for the handicapped, those with special dietary needs, and other "exceptional" customers; and payment - how to avoid the "one last chance to disappoint". With these principles in place, Lovelock illustrates how an organization can harness the power of modern technology to improve service quality; leverage employee skills; speed service delivery; reduce costs; and increase productivity. He goes behind the scenes of well-known service companies to see what makes them tick, details the best strategies of international companies, and flowcharts the customer's experience to see how buying decisions and product loyalty evolve.

Détails de l'édition

• Éditeur: McGraw-Hill Inc.,US
• Date d'édition: 1994
• Langue: anglais
• ISBN 10: 0070387982
• ISBN 13: 9780070387980
• Reliure: Relié
• Nombre de pages: 382
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible