Creating a Customer-Centric Business Using Service-Ability
EBSCO Publishing has just released a new book summary. Since the end of World War II, the rise of the service economy has been widespread. Along with the rise of a diverse service sector, there has been a rapid increase in technology and little change in the way businesses are run. This has culminated in companies that rely on computers and old-fashioned bureaucratic structures to serve their customers. Despite a world full of mobile, informed, and influential customers, the art of customer service has fallen to the wayside. In Service-Ability, Kevin Robson reintroduces the concept of customer centric business practices and aims to help companies find their footing in the new economy. By placing both workers and customers at the top of their priority lists, stability, repeat business, and a rise in profits are sure to follow.
Kevin Robson offers readers the following advice:
· While technology has made life easier, it has also made quality customer service more difficult. Technology separates businesses from their customers, and cyber savvy customers can build or destroy a brand’s reputation.
· Satisfied customers make additional purchases and increase company profit. Satisfied employees deal with complaints in an empathetic manner and put customers first, which leads to repeat business.
· Call centers and customer complaint departments are illogical because they increase employee turnover and reduce profits.
· Hiring people that fit into the culture of the company is more important than hiring people simply because of their technical skills.
· In order to effectively manage teams, motivate employees, and improve the overall culture of their companies, leaders must understand the importance of expert power, referent power, and servant leaders.
· Every employee must understand the focus and real goals of the company in order to be successful.
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