Customer Service Edge : Find and Fill Policy-Practice Gaps: Create Competitive Differentiation
Language: English
Published by Notion Press Media Pvt. Ltd Jul 2025, 2025
- Hardcover
- New
Seller: AHA-BUCH GmbH, Einbeck, GermanyAHA-BUCH GmbH
AbeBooks seller since August 14, 2006
Condition: New
£ 41.63
Quantity: 2 available
Add to basketItem description from seller
Neuware - It is no longer a matter of debate that the largest and fastest growing firms in the world today, are those that concentrate on delivering high degree of customer satisfaction. That explains why more and more companies are adopting 'customer First' policy as part of the company's operations. However, according to IDC White Paper (2022), authored by Alan Webber, 'Most companies remain painfully unaware of the gap between the experience they believe they are providing and the experience the customer actually receives.' This phenomenon is not new. But if the companies expect to remain relevant and competitive they have to act post-haste to find and close the gaps.Customer Service Edge, based on the findings of targeted empirical research involving 200 respondents is meant not only to help the companies find and fill the current gaps but also to ensure that policy and practice stay aligned for consistency of operations. The substance of the book is derived from the candid VOICES of people in different functions and at different levels of the company hierarchy involved in faithful execution of explicit and implicit commitments made by the company. Hence they provide a composite picture of why misalignment occurs between policy and practice and how to correct the distortions. The book makes out a spirited case for the business leaders to sit up and consciously exercise the rigour of disciplined thought and action across the organisation.…
Seller Inventory # 9798899849268
- Title
- Customer Service Edge : Find and Fill Policy-Practice Gaps: Create Competitive Differentiation
- Author
- Gopal K Gureja
- Publisher
- Notion Press Media Pvt. Ltd Jul 2025
- Publication year
- 2025
- Condition
- Neu
- Binding
- Buch
- Language
- English
- ISBN 13
- 9798899849268
- Item weight
- 721 grams
- Dimensions
- 229x152x27 mm
It is no longer a matter of debate that the largest and fastest growing firms in the world today, are those that concentrate on delivering high degree of customer satisfaction. That explains why more and more companies are adopting ‘customer First’ policy as part of the company’s operations.
However, according to IDC White Paper (2022), authored by Alan Webber, ”Most companies remain painfully unaware of the gap between the experience they believe they are providing and the experience the customer actually receives.” This phenomenon is not new. But if the companies expect to remain relevant and competitive they have to act post-haste to find and close the gaps.
Customer Service Edge, based on the findings of targeted empirical research involving 200 respondents is meant not only to help the companies find and fill the current gaps but also to ensure that policy and practice stay aligned for consistency of operations.
The substance of the book is derived from the candid VOICES of people in different functions and at different levels of the company hierarchy involved in faithful execution of explicit and implicit commitments made by the company. Hence they provide a composite picture of why misalignment occurs between policy and practice and how to correct the distortions.
The book makes out a spirited case for the business leaders to sit up and consciously exercise the rigour of disciplined thought and action across the organisation.
"Synopsis" may belong to another edition of this title.
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| Item | 7 to 10 business days | 5 to 7 business days |
|---|---|---|
| First item | £ 29.75 | £ 38.24 |
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AHA-BUCH GmbH
Garlebsen 48
Einbeck, Germany 37574
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Seller Info:
AHA-BUCH GmbH
represented by the managing director Christel Glass
Garlebsen 48
37574 Einbeck
Deutschland
Telefon: 055639996039
Telefax: 055639995974
E-Mail: abebooks@aha-buch.de
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