The Science of Service: The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd (Hardback)
  • The Science of Service: The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd (Hardback)
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The Science of Service: The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd (Hardback)

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£18.95
Hardback Published: 04/10/2018
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When it comes to customer satisfaction, consistency is king-not the customer.

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.
ISBN: 9781989025062
Dimensions: 229 x 152 mm


MEDIA REVIEWS
"The Science of Service is the ultimate guide to customer service. At TELUS International we've applied Mark Colgate's FAME model and it works (for example, we successfully use Colgate's coaching framework for all leaders). The book combines science, illustrative case studies, tools, and a framework that companies can easily apply to take their customer service from good-which isn't good enough-to great, positively impacting their bottom line."
-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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