Best Practices: Building Your Businesses with Customer-Focused Solutions (3 Cassettes)

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What makes the world's top companies so adept at providing stellar customer service? How do they meet the needs of every customer and still turn healthy profits? And, most important, how can you adapt their practices to fit your business? Thanks to over six years of ongoing research and an investment of $30 million, Arthur Andersen has created its Global Best Practices Database to uncover breakthrough thinking at world-class companies. Now, in Best Practices, Arthur Andersen for the first time shares its ...
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Overview

What makes the world's top companies so adept at providing stellar customer service? How do they meet the needs of every customer and still turn healthy profits? And, most important, how can you adapt their practices to fit your business? Thanks to over six years of ongoing research and an investment of $30 million, Arthur Andersen has created its Global Best Practices Database to uncover breakthrough thinking at world-class companies. Now, in Best Practices, Arthur Andersen for the first time shares its understanding of how more than forty best-practices companies focus on their customers, create growth, reduce cost, and increase profits. Managers of any business in any industry can adapt and apply what those companies do best. Perhaps the greatest value of the book lies in its linking of best practices to business processes, thereby encouraging managers to expand their thinking and engage in creative problem-solving with the help of insights from companies inside or outside their own industry.
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Editorial Reviews

Library Journal
The authors are consultants with the Arthur Anderson Company and share here a summary of the findings from Anderson's massive Global Best Practices Database. Narrated expertly by Cotter Smith, their study offers learning from thousands of businesses representing breakthrough thinking in customer service. Rather than presenting yet another mish-mash of theoretical customer service principles, the work instead presents practical, cutting-edge examples of what the authors call "best practices" that can be applied in any organization. The six key ideas covered here include understanding markets and customers, designing products and services, marketing and selling, producing and delivering products and services, and providing customer service. Numerous examples, along with additional discussions of the key processes, fill this solid, substantive work. Highly recommended for all libraries.Dale Farris, Groves, TX
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Product Details

  • ISBN-13: 9780671577162
  • Publisher: Simon & Schuster Audio
  • Publication date: 1/1/1997
  • Format: Cassette
  • Edition description: Abridged, 3 Cassettes
  • Pages: 3
  • Product dimensions: 4.55 (w) x 7.04 (h) x 0.84 (d)

Table of Contents

Foreword 7
Acknowledgments 9
Introduction 11
Ch. 1 The Language of Process: New Insights Beyond Benchmarking 17
Ch. 2 Hearing is Believing: The Best-Practices Audit 31
Ch. 3 Hitting a Moving Target: How to Understand Markets and Customers 45
Ch. 4 "Not Employees Only": How to Involve Customers in the Design of Products and Services 81
Ch. 5 Face-to-Face and Ear-to-Ear: How to Market and Sell Products and Services 105
Ch. 6 Let the Buyer Be Aware: How to Involve Customers in Product Delivery 135
Ch. 7 To Service, with Love: How to Serve Your Customers Best 165
Ch. 8 Minding the Store of Data: How to Manage Customer Information 201
Afterword: The Ball's in Your Court: Putting Best Practices to Work for You 223
Index 229
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