Great or Poor: A Simple System to Deliver Excellent Customer Experiences - Couverture souple

Arnold, Guy Rory

Couverture souple

ISBN 10 : 1852526939 ISBN 13 : 9781852526931

Editeur : Management Books 2000 Ltd, 2011

Synopsis

Great or Poor is a powerful and proven system to deliver excellent customer experiences in any organisation. Based around four key principles, the book shows readers how to (1) establish a genuine customer-focused mission which is embraced throughout the organisation (2) identify and understand customers' REAL needs (3) get their teams always to go "the extra inch" and (4) establish a true measure of the results. The system has already been tried and tested in a number of organisations with great results. In the words of Guy Insull, founder and MD of The Champions Club, it is is "an amazingly simple yet powerful system"; Neil Robertson, CEO of The British Institute of Innkeeping, describes it as "a real breakthrough"; and author Richard Denny says it is "the best material on customer care that I have ever come across".

A propos du livre

À propos de l'auteur

Guy Arnold is a former director of a FTSE 100 company who now runs his own training and consultancy business. He founded greatorpoor.com in 2006, and now helps organisations to effect real change throughout their operation, aiming to develop enhanced bottom line profit for the long term, through delivering consistently excellent customer experiences.

Détails de l'édition

• Éditeur: Management Books 2000 Ltd
• Date d'édition: 2011
• Langue: anglais
• ISBN 10: 1852526939
• ISBN 13: 9781852526931
• Reliure: Broché
• Nombre de pages: 200
• Coordonnées du fabricant: non disponible
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