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Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers - Hardcover

Rayport, Jeffrey F.; Jaworski, Bernard J.

 
9780875848679: Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
Hardcover
ISBN 10: 0875848672 ISBN 13: 9780875848679
Publisher: Harvard Business Review Press, 2005

Synopsis

In Best Face Forward, Jeffrey F. Rayport and Bernard J. Jaworski argue that as this "front-office automation" revolution unfolds, competitive advantage will increasingly depend on deploying the right mix of interfaces with customers - human, automated, and hybrids of both - to surpass current levels of performance and service. Based on extensive research inside both start-up and established businesses, Best Face Forward proposes guiding principles and a practical auditing tool for determining how humans and machines can best collaborate in mediating critical customer interactions. Far from dehumanizing the workforce, the authors show how this revolution will create a "people-rich" workplace - one that combines the unique capabilities of humans and machines to create a better world for all of us.

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About the Author

Jeffrey F. Rayport is Chairman and Founder of Marketspace LLC, a subsidiary of Monitor Group. Bernard J. Jaworski is Vice-Chairman of Marketspace LLC and heads its Monitor Executive Development business unit.

"About this title" may belong to another edition of this title.

Publisher
Harvard Business Review Press
Publication date
2005
Language
English
ISBN 10 
0875848672
ISBN 13 
9780875848679
Binding
Hardcover
Number of pages
262