Overview

Every CEO, manager, and aspiring leader should have a copy of this book close at hand, whether they're in a commercial enterprise, the non-profit sector, or the public sector. This is the 40th anniversary edition of the classic best-seller (500,000 copies, 7 languages) that launched the customer revolution in America and many other countries. Revised to meet the challenges of the digital millennium, it's a handbook for transforming any organization into an outstanding service enterprise. Author Karl Albrecht declares that ""Every business is now a service business,"" and that ""the highest calling of every enterprise-and enterprise leader-is to serve. He reminds us that products, i.e. deliverables, are just one part of the total customer experience. He explains the rise of the service management concept from its origins in Scandinavia, through its popularity and world-wide impact, followed by the dehumanizing impact of cyber-service, E-Commerce, and the ""digital moat."" He shows how the concepts, models, and methods of service management can be implemented at every level of an enterprise, from the strategic level down to the front-line work group. He shares real-world examples, cases and stories from his distinguished career as a consultant, executive advisor, lecturer, and author. Now, he says, ""It's time to find our way back to the human values and methods of service, and to advance from there, capitalizing on our new capacity to use information and knowledge to create value for society.""

Full Product Details

9780913351437

Table of Contents

Reviews

Author Information

Dr. Karl Albrecht is an executive management consultant, coach, futurist, lecturer, and author of more than 20 books on professional achievement, organizational performance, and business strategy. He is listed as one of the Top 100 Thought Leaders in business on the topic of leadership.He co-authored the classic best-selling book, ""Service America: Doing Business in the New Economy,"" which is credited with launching the ""customer revolution"" in the US and internationally.The Mensa society presented him with its lifetime achievement award, for significant contributions by a member to the understanding of intelligence. Originally a physicist, and having served as a military intelligence officer and business executive, he now consults, lectures, and writes about whatever he thinks would be fun.

Tab Content 6

Countries Available