ORI Stay Relevant To Profitable

Service transmation is about ensuring that you stay relevant to your consumers. The world is seeing unprecedented change and your customers are also changing alongside this. How do you stay relevant to them so that they stay loyal to you

Whether it is technological disruption or the Covid19 pandemic that has engulfed communities across the globe, businesses are being ced to take a closer look at how they survive, thrive, and generate new value. If history has taught us athing, it is that discontinuity is a part and parcel of the business cycle.

The first part of the book provides a macro perspective. What are the trends that are going to have significant impact on consumption in the years to come In tandem, it explores concepts like customer satisfaction and using data.

The second part of the book is about zooming in and details putting transmation initiatives in place through a framework (Explore, Engage and Expand) that looks at the key components of embarking on transmation. example, understanding customers and their service journeys. How do you write the brief in a way that allows fresh ideas How do you test ideas bee investing capital in production What are some of the considerations bee you can roll out or scale your new idea.

Finally, the third part of the book focuses on the core of creating a strong and sustainable business. This includes understanding customer's expectations, ensuring you deliver what is promised, understanding where the service processes fail and the role that leadership and culture play in building a business that is able to change with adapt to changing times.

Contents:

eword

Praise the Book

Acknowledgements

Preface

The Times They Are AChanging:

Why Service Transmation Now

Managing through the Age of Technological Change

Stay Relevant...

Zooming Out The Macro Perspective:

The Acceleration of Trends:

Digital Transmation

The Migration of Enterprise Value

Conscious Consumption & Sustainability

Connected Retail

Stay Relevant...

Your Customers Are Your Lifeline. Do You Know If They Are Satisfied :

Why Customer Satisfaction Matters

Keeping Customers Satisfied is Good Your Business

How to Measure Customer Satisfaction

Comparing Customer Satisfaction Score and Net Promoter Score

The Impact Analysis

The Value of Negative Customer Feedback

The Service Recovery Paradox

The True NonComplaint Rate

Stay Relevant...

Make EvidenceBased CustomerFocused Decisions:

Data: The New Goldmine

What Is Data Analytics

From Data to Consumer Insights

Data Personalisation and the Delicate Balance

But Remember...

Even Small Businesses Can Benefit from Big Data

Stay Relevant...

Zooming In Implementing Service Transmation Projects:

CustomerCentric Service Transmation: