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Книга Leading the Customer Experience Sarah Cook

Leading the Customer Experience

Inspirational Service Leadership

Автор: Sarah Cook
Език: Английски език
Корици: С твърди корици
Издател: Taylor & Francis Ltd
Наличност: 50% вероятност
Ще претърсим света
57.19 € 111.85 лв
Leading the Customer Experience explores the relationship between leadership behaviour and exception...

Информация за книгата

Автор
Sarah Cook
Език
Английски език
Корици
Книга - С твърди корици
Издадена
2015
страници
192
EAN
9781472447692
ISBN
1472447697
Enbook ID
09240149
Издател
Taylor & Francis Ltd
Теглоt
562
Размери
251 x 181 x 17

Пълно описание

Leading the Customer Experience explores the relationship between leadership behaviour and exceptional service. Most organisation’s strategic aims and goals centre on the delivery of excellent service. Loyal customers not only keep buying from a company but also recommend the business to others. It is clear that managers and leaders throughout an organisation have a key influence on the experience that customers receive. How leaders behave has a direct impact on their team member’s motivation to go the extra mile to deliver excellent service for the customer. Sarah Cook’s vision for Leading the Customer Experience is to provide practical advice, tools and techniques for managers in how to effectively lead and motivate their team to deliver the best possible customer service. This book encapsulates her research on the behaviours of leaders who successfully create an environment where employees deliver exceptional service and she brings a pragmatic and business focused approach to the topic. Each chapter contains a variety of case study examples from businesses in UK and Europe, Asia Pacific, US and BRIC countries. These include service organisations in the financial sector, manufacturing, hospitality, transport, healthcare, public and third sectors.

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