Best Face Forward
Why Companies Must Improve Their Service Interfaces With Customers
(Sprache: Englisch)
As automation takes over "front office" roles in customer relationship management, the authors propose guiding principles and offer a practical auditing tool to determine how humans and machines can best collaborate in mediating critical customer interaction.
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As automation takes over "front office" roles in customer relationship management, the authors propose guiding principles and offer a practical auditing tool to determine how humans and machines can best collaborate in mediating critical customer interaction.
Klappentext zu „Best Face Forward “
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.
Autoren-Porträt von Jeffrey F. Rayport, Bernard J. Jaworski
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.
Bibliographische Angaben
- Autoren: Jeffrey F. Rayport , Bernard J. Jaworski
- 2005, 262 Seiten, Maße: 16,3 x 24,3 cm, Gebunden, Englisch
- Verlag: Harvard Business School Press
- ISBN-10: 0875848672
- ISBN-13: 9780875848679
Sprache:
Englisch
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