Service is Front Stage: Positioning Services for Value by James Teboul (auth.) PDF

By James Teboul (auth.)

ISBN-10: 0230579477

ISBN-13: 9780230579477

ISBN-10: 1349282499

ISBN-13: 9781349282494

ISBN-10: 1401431461

ISBN-13: 9781401431464

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Extra info for Service is Front Stage: Positioning Services for Value Advantage

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They should be involved in creating and updating – if not the product, at least the process and procedures, as they have the final responsibility for customer satisfaction. The more professional a service becomes, the more difficult it is for the organization to impose uniform norms and rules, as the firm must rely on the skills and know-how of its professionals. But there is also a distinct possibility that, as employees become more autonomous, they may take advantage of their competence to gain even more independence and exert their own power on management and clients.

POSITIONING IN FINANCIAL SERVICES When a number of internet brokerage sites suddenly appeared in cyberspace and enabled clients to buy and sell stocks for a fraction of what a traditional broker used to charge and also gave them quotes, financial and market analysis, and online portfolio tracking for free, Merrill Lynch realized that to survive it had to get smarter as a broker and offer real value-added service to its clients. It had to better segment its clients and provide more high-touch personal advice and full service.

The real cost of employee turnover, beyond hiring and retraining, is the loss of productivity and decreased customer satisfaction because the relationship has been interrupted. Employee satisfaction naturally drives customer satisfaction. Customer satisfaction in turn means revenue growth and profitability through increased loyalty (stream of revenues over time and cross-selling) and referrals. Word of mouth is particularly effective in a business-to-business environment. POWER PLAY ON THE SERVICE TRIANGLE If “products,” methods and policies are designed and imposed from the top down, there is a risk that employees will feel boxed in and lack 39 S E R V I C E I S F R O N T S TA G E commitment.

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Service is Front Stage: Positioning Services for Value Advantage by James Teboul (auth.)


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