The Science of Service: The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd (Hardback)Mark Colgate (author)
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While it's been proven that customer satisfaction can greatly impact many financial aspects of a business-from cash flow to profitability and share price-most companies have not considered the science behind customer service or built a system for it. With Mark Colgate's FAME model-standing for Framework, Accountability, Moments, and Endurance-companies and organizations will be able to differentiate themselves, and create a unique approach that will communicate their service brand to their customers in a compelling, clear, and memorable manner.
Colgate's model demands effort, innovation, practice, and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when they're proving difficult, and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools, and frameworks needed to create their own consistently high-calibre customer service for their organizations, boosting annual returns as a result.
Publisher: Page Two Books, Inc.
Dimensions: 229 x 152 mm
-Jeffrey D. Puritt, president and CEO of Telus International
"Mark Colgate has documented in his book, The Science of Service everything you need to know to move your organization from good to great and great to greater. At Disney we understand this well and that is why we are the number one vacation destination in the world. It's never too late to get better. Adopt the science of service and you will create Disney Magic for your customers too."
--Lee Cockerell, Executive Vice President (Retired and Inspired), Walt Disney World (R) Resort and Author of four best-selling books, Creating Magic, The Customer Rules, Time Management Magic, and Career Magic.
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