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The ownership quotient : putting the service profit chain to work for unbeatable competitive advantage

Tác giả: James L Heskett; Earl W Sasser; Joe Wheeler

Contents: Introduction; Build ownership into your strategic value vision; Leverage value over cost; Put customers to work; Boost your employee OQ; Engineer ownership through anticipatory management; Build a strong and adaptive ownership culture; Sustain your success.

Uncommon service : how to win by putting customers at the core of your business

Tác giả: Frances Frei; Anne Morriss

Offering a fresh approach for greater productivity, profitability, and competitive advantage through service. This title shows how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function.

The innovator's dilemma : when new technologies cause great firms to fail

Tác giả: Clayton M Christensen

Showing how even the most outstanding companies can do everything right - yet still lose market leadership when they miss out on new waves of innovation. Offering both successes and failures from leading companies as a guide, this book gives you a set of rules for capitalizing on the phenomenon of...

Build for change : revolutionizing customer engagement through continuous digital innovation

Tác giả: Alan Trefler

Chapter 1: Customerpocalypse; Chapter 2: Death by Data; Chapter 3: Adding Judgment and Desire; Chapter 4: Getting It Done with Customer Processes; Chapter 5: Change How You Think about Technology.

Perfect phrases for customer service : 2nd ed.

Tác giả: Robert Bacal

This book provides perfect solutions for everyday customer service situations and includes simple, effective techniques that can help you meet even the most demanding customer needs.