Seven Secrets Of Service Strategy - Hardcover

Jacques Horovitz

Hardcover

ISBN 10: 0273635778 ISBN 13: 9780273635772

Publisher: Financial Times/ Prentice Hall, 1999

Synopsis

Deliver a Sustainable Service Advantage Seven Secrets of Service Strategy shows how to compete through service differentiation by concentrating on the creation of a valuable "service culture" and customer loyalty programmes that improve customer satisfaction. This book provides a systematic approach to service strategy, distilled from over ten years work achieved with over 100 companies.   The reader is coached through the difficult implementation stage, which is where many strategies tend to fail, and shown how to identify the conditions under which particular procedures would work best. "Jacques - whom I have worked with during the last twenty years - has always amazed me by his rare ability to make things simple. It allows practising executives to focus on a few ideas and make them happen."- Michel Perchet, Senior Vice President, Human Resources and Guest Quality, Disneyland Paris "Servicing the customer is an endless challenge that Jacques Horovitz has analysed with a sharp and smart sensibility. Companies get high value if they succeed to get those secrets opened through their organisation."-Gerard Caillet, Marketing Director, OTIS France

About this title

About the Author

Dr Jacques Horovitz is Professor of Service Strategy Marketing and Management at IMD (the International Institute for Management Development) in Lausanne, Switzerland.  He has worked in service marketing within several businesses including ClubMed and EuroDisney.  He created a pan-European consulting company through which he advised CEOs of over 100 companies and has been Managing Director of a retail group with 800 stores in 15 countries. Dr Horovitz has extensively researched service, relationship marketing and customer bonding.  He is tech author of Quality Service (1987) a bestseller translated into ten languages, Fifty Rules of Zero Defect Service (1989), and Total Customer Satisfaction (1992).

Edition details

• Publisher: Financial Times/ Prentice Hall
• Publication date: 1999
• Language: English
• ISBN 10: 0273635778
• ISBN 13: 9780273635772
• Binding: Hardcover
• Edition number: 1
• Number of pages: 160