The service sector has grown to become 80% of the US ecomy, yet it's poised for a revolution in personalization, big data, and complexity. The authors begin by reviewing their own foundational work, testing the durability of concepts they've helped develop, such as customer and employee value equations and the service profit chain. Then they move on to look at every aspect of optimal service leadership: the use - and misuse - of techlogy in delivering top-level service; and practices that can transform loyal customers into 'owners' who will help you develop new services, refine existing ones, and recommend your company so enthusiastically they essentially become marketers. The book concludes with a look at the challenges and trends that will shape service leadership in years to come.
Earl W Sasser, James Heskett, Leonard A Schleisinger