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| เลขหมู่ |
HF5415.5 .S744 2016 | | ชื่อเรื่อง |
Woo, wow, and win : service design, strategy, and the art of customer delight / Thomas A. Stewart and Patricia O'Connell | | ผู้แต่ง |
Stewart, Thomas A., 1948- [author] | | ISBN |
9780062415691 | | ครั้งที่พิมพ์ |
First edition | | รูปเล่ม |
315 pages ; 23 cm | | หมายเหตุ |
Contents: Introduction
-- Getting to ahhh!
-- The service designrevolution
-- Service design and your strategy
-- The first principle: the customer is always right
-- if it is the right customer
-- The second principle: don^'t surpriseand delight your customer
-- just delight
-- The third principle: great service must not require heroic efforts
-- The fourth principle: service design and delivery must be coherent across all platforms
-- The fifth principle: you are never done -- Service design archetypes -- Customer capital: when one plus one equals three growth --The virtuous circle: corporate culture and service design -- The full circle: the service-product connection -- First steps, next steps | | หมายเหตุ |
Summary: Two best-selling authors and business experts use real-world examples to demonstrate the importance of Service Design in keeping modern customers, who have many choices and high expectations, happy and coming back^"--Baker & Taylor | | หัวเรื่อง |
Customer services | | หัวเรื่อง |
Customer relations | | หัวเรื่อง |
Service industries |
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