SERVICE AMERICA IN THE NEW ECONOMY ZEMKE R., ALBRECHT K Księgarnia

The Long-Awaited Follow-Up to the Classic Customer Revolution Call-to-Arms

The first edition of Service America!, published in 1985, forced companies across the globe to rethinkand reinventtheir business strategies. Over a half-million copies and several translations later, it still stands as corporate Americas single most important and influential customer relationship manifesto.

Service America in the New Economy revisits this classic guidebook, then updates it with new insights and methodologies for refining your organizations performance during the moments of truth. Unsparing and direct, it reestablishes Karl Albrecht and Ron Zemke as the standard-bearers for a human-values focus in the radically new global marketplace.

Praise for the Bestselling First Edition of Service America:

Their message is an important one for all companies.

J.W. Marriott, Jr.

President, Marriott Corporation

An uncommonly sensible guide.

Kirkus

Highly recommended to people engaged in the growing service sector of the American economy.

Library Journal

A panoramic view of customer service in America.

HRD Review

Todays technological innovationsintroduced with the promise of streamlining and simplifying interactions between consumers and businessesinstead threaten the very foundation of genuine service. Too many businesses are building an ever-widening digital moat of impersonaland impenetrabletechnology around themselves. At the same time, they have relegated proven principles of successful customer relationsconcepts like actual service, value creation, and simple human interactionto the dustbin, leaving customers increasingly frustrated and alarmingly disloyal.

The emperor has no clothesand its high time someone in the crowd spoke up.

In Service America in the New Economy, service management icons Karl Albrecht and Ron Zemke do more than speak up. They reveal time-proven strategies for restoring customer value to the center stage of business. While retaining the core concepts from its paradigm-setting predecessor Service America!, their newest book offers new thinking and updated case examples, and adds an entirely new dimension of techniques for winning and keeping customers in the new, technologically-based global economy.

In keeping with the insights of Service America!, this updated and expanded treatment delivers digital-age strategies and solutions for controlling the Moment of Truththat all-important episode in which the customer comes into contact with the organization and gets an impression of its service. Leaving behind clichés and platitudes, Albrecht and Zemke tackle complex concepts and issues including:

The 10 Eternal Truths of ServiceDurable service management lessons that will outlive momentarybut ultimately ineffectualfads, movements, and manias

Customer-Friendly SystemsWays to design facilities, policies, procedures, and communication processes for the convenience of the customernot the organization

Combining Tech with TouchStrategies for having real service people actin a human capacityto supply value in an otherwise technological interaction

A generation ago, customer service was treated more as a discretionary chore than a competitive requirement. Service America! exploded onto Americas corporate scene and changed the rules forever. Now let Service America in the New Economy renew, revalidate, and extend the principles set forth in Service America!, and attune your organization for the true service revolution which is right around the corner.

Author Biography

Karl Albrecht and Ron Zemke cowrote the original bestselling edition of Service America. Albrecht, the chairman of Karl Albrecht International, is a world-renowned consultant, futurist, and speaker. He is the author of more than 25 books on business performance, including the bestselling The Northbound Train: Shaping the Destiny of Your Organization. Zemke is founder and president of Performance Research Associates, Inc., a consulting firm specializing in service quality audits and service management programs. Also an influential consultant and speaker, he is the author or coauthor of over a dozen books, including the popular Knock Your Socks Off ServiceTM series.

303 PAGES

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