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In a quest to maintain market position and improve profits in today's fast-paced, competitive market place, organizations need to become more and more customer driven. A customer-driven organization maintains a base of loyal customers by recognizing that customer service and product quality are fundamental to maintaining a competitive advantage. These organizations have incredibly strong, inspirational and charismatic leaders with strong culture and behavioural norms or even rules that guide everyone how to function within the organization. They think that their way is the only way! This book explains how the environment and culture created in some of the world's greatest customer-focused companies resembles the mindset created by a cult. It is by understanding the "anatomy" of such companies that we, too, can embark upon a journey of customer excellence within our companies.

The cult of service excellence - Oke Eleazu

9781910649541
£ 2.69
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Title
The cult of service excellence - how to build a truly customer centric culture
Author
Oke Eleazu
format
Paperback / softback
Publisher
LID Publishing
Language
English
UK Publication Date
20160912

In a quest to maintain market position and improve profits in today's fast-paced, competitive market place, organizations need to become more and more customer driven. A customer-driven organization maintains a base of loyal customers by recognizing that customer service and product quality are fundamental to maintaining a competitive advantage. These organizations have incredibly strong, inspirational and charismatic leaders with strong culture and behavioural norms or even rules that guide everyone how to function within the organization. They think that their way is the only way! This book explains how the environment and culture created in some of the world's greatest customer-focused companies resembles the mindset created by a cult. It is by understanding the "anatomy" of such companies that we, too, can embark upon a journey of customer excellence within our companies.

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Oke Eleazu is the Managing Director of the consulting company, Think Outside In. Oke has held several senior roles in major organizations all centered on improving the experience of customers, most recently as Director of Customer Service Strategy for Sainsbury's.

Type
BOOK
Keyword Index
Customer services.
Country of Publication
England
Number of Pages
215

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