The Science of Service

Business & Finance, Marketing & Sales, Customer Service, Industries & Professions, Industries
Cover of the book The Science of Service by Mark Colgate, Mark Colgate
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Author: Mark Colgate ISBN: 9781989025253
Publisher: Mark Colgate Publication: September 20, 2018
Imprint: Smashwords Edition Language: English
Author: Mark Colgate
ISBN: 9781989025253
Publisher: Mark Colgate
Publication: September 20, 2018
Imprint: Smashwords Edition
Language: English

When it comes to customer satisfaction, consistency is king—not the customer.
While it’s been proven that customer satisfaction can greatly impact many financial aspects of a business—from cash flow to profitability and share price—most companies have not considered the science behind customer service or built a system for it. With Mark Colgate’s FAME model—standing for Framework, Accountability, Moments, and Endurance—companies and organizations will be able to differentiate themselves, and create a unique approach that will communicate their service brand to their customers in a compelling, clear, and memorable manner.
Colgate’s model demands effort, innovation, practice, and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when they’re proving difficult, and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools, and frameworks needed to create their own consistently high-calibre customer service for their organizations, boosting annual returns as a result.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

When it comes to customer satisfaction, consistency is king—not the customer.
While it’s been proven that customer satisfaction can greatly impact many financial aspects of a business—from cash flow to profitability and share price—most companies have not considered the science behind customer service or built a system for it. With Mark Colgate’s FAME model—standing for Framework, Accountability, Moments, and Endurance—companies and organizations will be able to differentiate themselves, and create a unique approach that will communicate their service brand to their customers in a compelling, clear, and memorable manner.
Colgate’s model demands effort, innovation, practice, and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when they’re proving difficult, and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools, and frameworks needed to create their own consistently high-calibre customer service for their organizations, boosting annual returns as a result.

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