Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers - Hardcover

Rayport, Jeffrey F.; Jaworski, Bernard J.

 
9780875848679: Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
Hardcover
ISBN 10: 0875848672 ISBN 13: 9780875848679
Verlag: Harvard Business Review Press, 2005

Inhaltsangabe

In Best Face Forward, Jeffrey F. Rayport and Bernard J. Jaworski argue that as this "front-office automation" revolution unfolds, competitive advantage will increasingly depend on deploying the right mix of interfaces with customers - human, automated, and hybrids of both - to surpass current levels of performance and service. Based on extensive research inside both start-up and established businesses, Best Face Forward proposes guiding principles and a practical auditing tool for determining how humans and machines can best collaborate in mediating critical customer interactions. Far from dehumanizing the workforce, the authors show how this revolution will create a "people-rich" workplace - one that combines the unique capabilities of humans and machines to create a better world for all of us.

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Über die Autorin bzw. den Autor

Jeffrey F. Rayport is Chairman and Founder of Marketspace LLC, a subsidiary of Monitor Group. Bernard J. Jaworski is Vice-Chairman of Marketspace LLC and heads its Monitor Executive Development business unit.

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Verlag
Harvard Business Review Press
Erscheinungsdatum
2005
Sprache
Englisch
ISBN 10 
0875848672
ISBN 13 
9780875848679
Einband
Gebundene Ausgabe
Anzahl der Seiten
262
Kontakt zum Hersteller
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Verantwortliche Person
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