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February 26, 2009
BE DiFFERENT Serving Customers Table of Contents
Section Four - BE DiFFERENT Serving Customers
Serve Customers, Don’t Provide Customer Service 201
Core Service: What’s Your Dial Tone? 204
Reinventing Core Service 210
The Customer Experience Roadmap 213
Service Level Differentiation 216
The Service Experience: Do You Want Loyal Customers? 220
Vary the Treatment to Dazzle 223
Serving Customers: The Bottom Line 244
Create Your Service Strategy 246
Move from Management to Leadership 254
Measure Service Results Constantly 259
Measure Serving Customers ‘On the Inside’ 263
Employee Communications: Tell ‘Em All about It 270
Customerize Your Language 274
Re-vector HR Practices to Support Your Service Strategy 278
BE DiFFERENT Service Roadmap 283
Section Four Learning Points 285
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Posted 2.26.09 at 07:30 am by Roy Osing | Read Comments (0) | Leave a Comment
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