The Brave New Service Strategy Aligning Customer Relationships, Market Strategies, and Business Structures

Annotation This book is designed to help businesses navigate the changing customer service landscape. It explores the nature of customer service, looking at its dramatic transformation from the traditional "seller-buyer" relationship to what the authors call the "pseudo-relationship" of today. Then it explains how such relationships can benefit both parties; why some businesses fail in the service arena; & most importantly, how readers can start, structure & build their own business in such a way that excellent service is guaranteed.