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Item Details
| Title:
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SERVICE AMERICA IN THE NEW ECONOMY
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| By: |
Karl Albrecht, Ron Zemke |
| Format: |
Hardback |
| List price:
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£18.99 |
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We currently do not stock this item, please contact the publisher directly for
further information.
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| ISBN 10: |
0071377220 |
| ISBN 13: |
9780071377225 |
| Publisher: |
MCGRAW-HILL EDUCATION - EUROPE |
| Pub. date: |
20 August, 2001 |
| Edition: |
2nd Rev ed. |
| Pages: |
288 |
| Description: |
In this world of technological commerce customer loyalty is waning. This guide, using innovative techniques and methodologies combined with real-life examples, provides insight into strategies to confront the "either do it bigger or do it better" imperative and the truth of what service means. |
| Synopsis: |
Service America was Dow-Jones Irwin's best selling book in history. Published in 1985, it has now sold more than two million copies worldwide in hardcover and paperback (Warner acquired the paperback rights, but their contract can be terminated within six months). As the definitive book on customer service--and the first major title in the field--it helped to define the category, spurring on dozens of imitators and creating an entirely new customer-service publishing category. Their seminal book became the blueprint that companies used to reform their service management strategies. In the original, Karl Albrecht and Ron Zemke predicted that delivering customer service value would become more and more important in the years ahead. Although no one could have predicted the new digital world, Karl Albrecht makes a powerful argument for why customer service is even more important in the new economy. He contends that customer service has suffered a major setback in the new e-commerce marketplace: "Web-based businesses, so far, at least, have probably set back the state of the art in delivering customer value by at least ten years.Even the best of them have simply transformed their businesses into virtual vending machines. The mindless use of digital technology to depopulate the customer interface will turn out to be one of the biggest mistakes many companies will ever make." As examples, Albrecht points to many industries and companies in which it seems virtually impossible to get a human being on the phone (e.g. phone company, airlines etc). Customers are becoming tired of inferior levels of service (e.g. United Airlines customers), and Albrecht predicts that the problem will only get worse as e-commerce becomes more commonplace. |
| Publication: |
US |
| Imprint: |
McGraw-Hill Inc.,US |
| Returns: |
Non-returnable |
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