READING Service America in the New Economy
The Long-Awaited Follow-Up to the Classic Customer Revolution Call-to-Arms
The first edition of Service America!,published in 1985,forced companies across the globe to rethink and reinvent their business strategies. Over a half-million copies and several translations later,it still stands as corporate America's single most important and influential customer relationship manifesto.
Service America in the New Economy revisits this classic guidebook,then updates it with new insights and methodologies for refining your organization's performance during the "moments of truth. " Unsparing and direct,it reestablishes Karl Albrecht and Ron Zemke as the standard-bearers for a human-values focus in the radically new global marketplace.
Praise for the Bestselling First Edition of Service America:
"Their message is an important one for all companies. "
J. W. Marriott,Jr.
President,Marriott Corporation
"An uncommonly sensible guide. "
Kirkus
"Highly recommended to people engaged in the growing service sector of the American economy. "
Library Journal
"A panoramic view of customer service in America. "
HRD Review Today's technological innovations introduced with the promise of streamlining and simplifying interactions between consumers and businesses instead threaten the very foundation of genuine service. Too many businesses are building an ever-widening digital moat of impersonal and impenetrable technology around themselves. At the same time,they have relegated proven principles of successful customer relations concepts like actual service,value creation,and simple human interaction to thedustbin,leavingcustomers increasingly frustrated and alarmingly disloyal.
The emperor has no clothes and it's high time someone in the crowd spoke up.
In Service America in the New Economy,service management icons Karl Albrecht and Ron Zemke do more than speak up. They reveal time-proven strategies for restoring customer value to the center stage of business. While retaining the core concepts from its paradigm-setting predecessor Service America!,their newest book offers new thinking and updated case examples,and adds an entirely new dimension of techniques for winning and keeping customers in the new,technologically-based global economy.
In keeping with the insights of Service America!,this updated and expanded treatment delivers digital-age strategies and solutions for controlling the Moment of Truth that all-important episode in which the customer comes into contact with the organization and gets an impression of its service. Leaving behind clichés and platitudes,Albrecht and Zemke tackle complex concepts and issues including:
The 10 Eternal Truths of Service Durable service management lessons that will outlive momentary but ultimately ineffectual fads,movements,and manias
Customer-Friendly Systems Ways to design facilities,policies,procedures,and communication processes for the convenience of the customer not the organization
Combining Tech with Touch Strategies for having
real service people act in a human capacity to supply value in an otherwise technological interaction
A generation ago,customer service was treated more as a discretionary chore than a competitive requirement. Service America! exploded onto America's corporate scene and changed the rules forever. Now let Service America in the New Economy renew,revalidate,and extend the principles set forth in Service America!,and attune your organization for the true service revolution which is right around the corner.
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