Batteries Included!

Batteries Included!

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The last two decades have seen the rise and rise of the service economy, where image - and customer perceptions - are crucially important in building a successful business. Rarely do we buy a hard, tangible object called a 'product'. Financial services sell peace of mind; car manufacturers sell a self-image and an aspirational lifestyle; computer and software companies offer 'solutions' - even food is fashion. Nigel Barlow draws on two decades of experience in 20 countries to argue that the age of service has failed to deliver on its promises. He goes far beyond the standard business-speak cliches of customer service to show why merely satisfying customers is not enough. He explores with original examples and first-hand experinces why service so often falls short of customer expectations, and shows how to think and act to create legendary service in the reader's own organization.Our antennae are constantly scanning the environment for these signs, alerting brain and body to prepare for action if a threat ... Ia#39;m also intrigued to find that I come across as driving a Volvo, and am interested in playing chess and golf (Ia#39;m not). ... So to know your customers ita#39;s necessary to switch off your own frame of experience and tune into how they perceive you in ... The first moment of truth occurs well before you enter the door and ita#39;s outside the box that most hotels perceive.

Title:Batteries Included!
Author: Nigel Barlow
Publisher:Random House - 2012-04-24

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