Embracing Service Excellence

Synopsis

In "Embracing Service Excellence," author Broman provides a comprehensive guide to transforming businesses from product-centric to service-centric models. The book is divided into six chapters, each focusing on a key aspect of service excellence. Chapter 1 explores the rise of the service economy and emphasizes the importance of understanding customer needs. Chapter 2 delves into designing effective service offerings, focusing on delivering value and enhancing customer experience. Chapter 3 highlights the significance of building strong customer relationships, emphasizing a customer-centric culture and empowering employees. Chapter 4 focuses on organizational restructuring for service excellence, discussing the need for cross-functional teams and fostering collaboration. Chapter 5 explores the importance of measuring and improving service performance through Key Performance Indicators (KPIs) and data analysis. Finally, Chapter 6 presents real-world examples and discusses future trends in the service industry, emphasizing the importance of continuous improvement and adaptation.