If your business is to thrive and succeed in this economy, there must be an intentional focus placed on your customers and their experience. Different challenges arise, depending on the type of business you are in, manufacturing or services. Every other book written about customer experience and customer service devotes little to no time to the services sector, a rapidly-growing sector globally. Finally there's a book that takes on the challenges faced by services organizations! Winning in Service Markets is practical, well-organized, and detailed. It will be your go-to guidebook to help you achieve service excellence.
- Annette Franz, Customer experience consultant and author, CX Journey
You won't find opinion here. Rather, this book is based on rock-solid academic evidence. Jochen Wirtz does an excellent job of taking the body of academic research and translating it into best practices for service organizations with actionable insights that even the most experienced managers can learn from.
- Shep Hyken, Customer service expert and New York Times Bestselling author of The Amazement Revolution
Winning in Service Markets, winning in every market... it is all about the customer experience. Marketing, communications and customer service are all interconnected, and in order to deliver an OmniChannel experience externally, you must create an OmniChannel culture internally! Always remember that the only time you have 100% of your customers' attention is when they are looking for customer service ... do not miss that opportunity. Your brand or business is what you do; your reputation is what people remember and share.
- Ted Rubin, Social Marketing Strategist, Keynote Speaker, Brand Evangelist and Acting CMO Brand Innovators
A top new source of trends and best practices for service innovation professionals.
- Dr James C Spohrer, Director, IBM University Programs (IBM UP) and Cognitive Systems Institute
Winning in Service Markets is a highly practical book. I love the comprehensive coverage of services marketing and the rigor. Also, it is easy to read and full of interesting, best practice examples. I recommend this book to everyone working in a service organization.
- Jan Swartz, President, Princess Cruises
The book should be read and deeply studied by anyone in a service business and since everyone is in a service business I suggest you become an expert at your most important product which is exceptional service to all. You will need quality reliable products and top notch service to win and keep customers in the highly competitive world we live in today. This book will make you an expert.
- Lee Cockerell, Former Vice President, Walt Disney World® Resort, and Bestselling author of Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney
Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.
If your business is to thrive and succeed in this economy, there must be an intentional focus placed on your customers and their experience. Different challenges arise, depending on the type of business you are in, manufacturing or services. Every other book written about customer experience and customer service devotes little to no time to the services sector, a rapidly-growing sector globally. Finally there's a book that takes on the challenges faced by services organizations! Winning in Service Markets is practical, well-organized, and detailed. It will be your go-to guidebook to help you achieve service excellence. - Annette Franz, Customer experience consultant and author, CX Journey
You won't find opinion here. Rather, this book is based on rock-solid academic evidence. Jochen Wirtz does an excellent job of taking the body of academic research and translating it into best practices for service organizations with actionable insights that even the most experienced managers can learn from. - Shep Hyken, Customer service expert and New York Times Bestselling author of The Amazement Revolution
Winning in Service Markets, winning in every market... it is all about the customer experience. Marketing, communications and customer service are all interconnected, and in order to deliver an OmniChannel experience externally, you must create an OmniChannel culture internally! Always remember that the only time you have 100% of your customers' attention is when they are looking for customer service ... do not miss that opportunity. Your brand or business is what you do; your reputation is what people remember and share. - Ted Rubin, Social Marketing Strategist, Keynote Speaker, Brand Evangelist and Acting CMO Brand Innovators
A top new source of trends and best practices for service innovation professionals. - Dr James C Spohrer, Director, IBM University Programs (IBM UP) and Cognitive Systems Institute
Winning in Service Markets is a highly practical book. I love the comprehensive coverage of services marketing and the rigor. Also, it is easy to read and full of interesting, best practice examples. I recommend this book to everyone working in a service organization. - Jan Swartz, President, Princess Cruises
The book should be read and deeply studied by anyone in a service business and since everyone is in a service business I suggest you become an expert at your most important product which is exceptional service to all. You will need quality reliable products and top notch service to win and keep customers in the highly competitive world we live in today. This book will make you an expert. - Lee Cockerell, Former Vice President, Walt Disney World® Resort, and Bestselling author of Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney
Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.
