Sign-In
Cart
Service Excellence in Organizations, Volume I: Eight Key Steps to Follow and Achieve It
Paperback
Publisher Price: $26.99
ISBN13: 9781631577017
Publisher: Business Expert Pr
Published: Jun 3 2019
Pages: 154
Weight: 0.48
Height: 0.33 Width: 6.00 Depth: 9.00
Language: English
The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship.
Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability.
The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.
Also in
Business General
The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking about
Robbins, Mel
Robbins, Sawyer
Hardcover
The Unity of the Capitalist Economy and State: A Systematic-Dialectical Exposition of the Capitalist System
Reuten, Geert
Paperback
This Program Is Brought to You by . . .: Distributing Television News Online
Braun, Joshua A.
Paperback
Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect
Guidara, Will
Hardcover
Hbr's 10 Must Reads on Mental Toughness (with Bonus Interview Post-Traumatic Growth and Building Resilience with Martin Seligman) (Hbr's 10 Must Reads
Review, Harvard Business
Schwartz, Tony
Seligman, Martin E. P.
Paperback
Hbr's 10 Must Reads on Managing Yourself (with Bonus Article How Will You Measure Your Life? by Clayton M. Christensen)
Christensen, Clayton M.
Review, Harvard Business
Drucker, Peter F.
Paperback
Hbr's 10 Must Reads on Mental Toughness, Updated and Expanded (Featuring How to Stop Worrying about What Other People Think of You by Michael Gervais)
Gervais, Michael
Duckworth, Angela L.
Review, Harvard Business
Paperback
I Will Teach You to Be Rich: No Guilt. No Excuses. Just a 6-Week Program That Works (Second Edition)
Sethi, Ramit
Paperback
Here Comes the Sun: A Last Chance for the Climate and a Fresh Chance for Civilization
McKibben, Bill
Hardcover
Shoveling $H!t: A Love Story about the Entrepreneur's Messy Path to Success
Lazerow, Kass
Lazerow, Michael
Hardcover
The Goal: 40th Anniversary Edition: A Process of Ongoing Improvement
Goldratt, Eliyahu M.
Cox, Jeff
Paperback
Crucial Conversations: Tools for Talking When Stakes Are High
Grenny, Joseph
McMillan, Ron
Patterson, Kerry
Paperback
Eat That Frog!: 21 Great Ways to Stop Procrastinating and Get More Done in Less Time
Tracy, Brian
Paperback
The Daily Stoic: 366 Meditations on Wisdom, Perseverance, and the Art of Living
Holiday, Ryan
Hanselman, Stephen
Hardcover
Wealthy and Well-Known: Build Your Personal Brand and Turn Your Reputation Into Revenue
Vaden, Rory
Vaden, Aj
Hardcover
Expecting Better: Why the Conventional Pregnancy Wisdom Is Wrong--and What You Really Need to Know
Oster, Emily
Paperback
The Multiply Method: Simple Systems for Building a Solid, Sustainable Network Marketing Team
Robbins, Sarah
Hardcover
Atlas of the Heart: Mapping Meaningful Connection and the Language of Human Experience
Brown, Brené
Hardcover
What the Heck Is Eos?: A Complete Guide for Employees in Companies Running on EOS
Wickman, Gino
Bouwer, Tom
Hardcover
Life of Your Dreams: How to Take Your Family, Fun, and Financial Freedom to a Whole 'Notha Level
Pentecost, Mark
Hardcover
The Overthinker's Guide to Making Decisions: How to Make Decisions Without Losing Your Mind
Nguyen, Joseph
Hardcover
Dirtbag Billionaire: How Yvon Chouinard Built Patagonia, Made a Fortune, and Gave It All Away
Gelles, David
Hardcover
Time for a Turning Point: Setting a Course Toward Free Markets and Limited Government for Future Generations
Kirk, Charlie
Hamachek, Brent
Paperback
Effective Phrases for Performance Appraisals: A Guide to Successful Evaluations
Neal Jr, James E.
Paperback
The AI Con: How to Fight Big Tech's Hype and Create the Future We Want
Bender, Emily M.
Hanna, Alex
Hardcover
Confidence (HBR Emotional Intelligence Series)
Kanter, Rosabeth Moss
Chamorro-Premuzic, Tomas
Review, Harvard Business
Paperback
Influence and Persuasion (HBR Emotional Intelligence Series)
Morgan, Nick
Cialdini, Robert B.
Review, Harvard Business
Paperback
Never Split the Difference: Negotiating as If Your Life Depended on It
Raz, Tahl
Voss, Chris
Hardcover
Having It All: What Data Tells Us about Women's Lives and Getting the Most Out of Yours
Low, Corinne
Hardcover
A CEO for All Seasons: Mastering the Cycles of Leadership
Keller, Scott
Malhotra, Vikram
Dewar, Carolyn
Hardcover
The 5 Second Rule: Transform Your Life, Work, and Confidence with Everyday Courage
Robbins, Mel
Hardcover
Mindful Listening (HBR Emotional Intelligence Series)
Zenger, Jack
Review, Harvard Business
Hougaard, Rasmus
Paperback
Who Moved My Cheese?: An A-Mazing Way to Deal with Change in Your Work and in Your Life
Johnson, Spencer
Hardcover
Inner Excellence: Train Your Mind for Extraordinary Performance and the Best Possible Life
Murphy, Jim
Paperback
Hábitos Atómicos: Cambios Pequeños, Resultados Extraordinarios / Atomic Habits
Clear, James
Paperback
How to Work with Complicated People: Strategies for Effective Collaboration with (Nearly) Anyone
Leak, Ryan
Hardcover
The Millionaire Fastlane: Crack the Code to Wealth and Live Rich for a Lifetime!
DeMarco, M. J.
Paperback
A Guide to the Project Management Body of Knowledge and the Standard for Project Management
Project Management Institute
Paperback
The Philosopher in the Valley: Alex Karp, Palantir, and the Rise of the Surveillance State
Steinberger, Michael
Hardcover
The Energy Bus: 10 Rules to Fuel Your Life, Work, and Team with Positive Energy
Gordon, Jon
Hardcover
Power and Impact (HBR Emotional Intelligence Series)
Bregman, Peter
Review, Harvard Business
Cable, Dan
Paperback
G.O.A.T. Wisdom: How to Build a Truly Great Business--From the Founders of Beekman 1802
Ridge, Brent
Kilmer-Purcell, Josh
Hardcover
Cribsheet: A Data-Driven Guide to Better, More Relaxed Parenting, from Birth to Preschool
Oster, Emily
Paperback
The Coaching Habit: Say Less, Ask More, and Change the Way You Lead Forever
Stanier, Michael Bungay
Paperback
Happiness (HBR Emotional Intelligence Series)
Gilbert, Daniel
Review, Harvard Business
McKee, Annie
Paperback
Mindfulness (HBR Emotional Intelligence Series)
Goleman, Daniel
Review, Harvard Business
Langer, Ellen
Paperback
Fearless Pricing: Ignite Your Team, Own Your Value, and Command What You Deserve
Brown, Casey
Paperback
Hbr's 10 Must Reads on Managing Yourself, Updated and Expanded (Featuring How Will You Measure Your Life? by Clayton M. Christensen)
Drucker, Peter F.
Gallo, Amy
Review, Harvard Business
Paperback
Positive Intelligence: Why Only 20% of Teams and Individuals Achieve Their True Potential and How You Can Achieve Yours
Chamine, Shirzad
Hardcover
Empire of the Elite: Inside Condé Nast, the Media Dynasty That Reshaped America
Grynbaum, Michael M.
Hardcover
The Mom Test: How to talk to customers & learn if your business is a good idea when everyone is lying to you
Fitzpatrick, Rob
Paperback
Hbr's 10 Must Reads on High Performance, Updated and Expanded (Featuring Nine Things Successful People Do Differently by Heidi Grant)
Grant, Heidi
Goleman, Daniel
Review, Harvard Business
Paperback
All the Cool Girls Get Fired: How to Let Go of Being Let Go and Come Back on Top
Brown, Laura
O'Neill, Kristina
Hardcover
Hbr's 10 Must Reads on Leadership, Updated and Expanded (Featuring Begin with Trust by Frances X. Frei and Anne Morriss)
Edmondson, Amy C.
Ibarra, Herminia
Review, Harvard Business
Paperback
The Mushroom at the End of the World: On the Possibility of Life in Capitalist Ruins
Tsing, Anna Lowenhaupt
Paperback
Self-Made Maverick: Break Free of Conventional Business Wisdom for Lasting Success
Zahedi, Reza
Hardcover
Hbr's 10 Must Reads on Managing People, Updated and Expanded (Featuring Are You a Good Boss--Or a Great One? by Linda A. Hill and Kent Lineback)
Goleman, Daniel
Hill, Linda A.
Review, Harvard Business
Paperback
Getting to Yes: Negotiating Agreement Without Giving in
Patton, Bruce
Fisher, Roger
Ury, William
Paperback
Coming of Age: How Technology and Entrepreneurship are Changing the Face of MENA
Sweid, Noor
Hardcover
Fans First: Change The Game, Break the Rules & Create an Unforgettable Experience
Cole, Jesse
Paperback
Feedback That Works: How to Build and Deliver Your Message, Second Edition
Center for Creative Leadership
Paperback
Begin With WE: 10 Principles for Building and Sustaining a Culture of Excellence
McDowell, Kyle
Paperback
How to Be a Rich Old Lady: Your Guide to Easy Investing, Building Wealth, and Creating the Wild, Beautiful Life You Want
Holden, Amanda
Hardcover
The Millionaire Next Door: The Surprising Secrets of America's Wealthy
Stanley, Thomas J.
Danko, William D.
Paperback
The Founder's Mentality: How to Overcome the Predictable Crises of Growth
Zook, Chris
Allen, James
Hardcover
Covet the Comeback: How a Son of Greek Immigrants Found Success, Lost Everything, Then Built a Fashion Empire
Garkinos, Christos
Paperback
The Obstacle Is the Way Expanded 10th Anniversary Edition: The Timeless Art of Turning Trials Into Triumph
Holiday, Ryan
Hardcover
The Daily Laws: 366 Meditations on Power, Seduction, Mastery, Strategy, and Human Nature
Greene, Robert
Paperback
Scaling Up: How a Few Companies Make It...and Why the Rest Don't (Rockefeller Habits 2.0)
Harnish, Verne
Paperback
From Drift to Drive: A High Achievers Guide to Breaking the Chains of Complacency
Robinson, Chris
Hardcover
The Technological Republic: Hard Power, Soft Belief, and the Future of the West
Karp, Alexander C.
Zamiska, Nicholas W.
Hardcover
The 6 Types of Working Genius: A Better Way to Understand Your Gifts, Your Frustrations, and Your Team
Lencioni, Patrick M.
Hardcover
Playful: How Play Shifts Our Thinking, Inspires Connection, and Sparks Creativity
Holman, Cas
Hardcover
Covet the Comeback: How a Son of Greek Immigrants Found Success, Lost Everything, Then Built a Fashion Empire
Garkinos, Christos
Hardcover
The Experimentation Machine: Finding Product-Market Fit in the Age of AI
Bussgang, Jeffrey J.
Hardcover
7 Rules of Power: Surprising--But True--Advice on How to Get Things Done and Advance Your Career
Pfeffer, Jeffrey
Paperback
Rocket Dreams: Musk, Bezos, and the Inside Story of the New, Trillion-Dollar Space Race
Davenport, Christian
Hardcover
Software as a Science: Unlock Limitless Recurring Revenue Without Losing Control
Verlaque, Matt
Martell, Dan
Page, Johnny
Hardcover
Smart Brevity: The Power of Saying More with Less (Revised and Updated)
Allen, Mike
Schwartz, Roy
Vandehei, Jim
Hardcover
The Asshole Survival Guide: How to Deal with People Who Treat You Like Dirt
Sutton, Robert I.
Paperback
The Emotionally Intelligent Team: Building Collaborative Groups That Outperform the Rest
Druskat, Vanessa Urch
Hardcover