Best Face Forward
Subtitle: Why Companies Must Improve Their Service Interfaces With Customers
Publisher: Harvard Business School Press
Published: January 20, 2005
Language: eng
Format: Hardcover
Number of pages: 262
ISBN-13: 9780875848679
Subjects: Business & Management; Technological Innovations; Customer services; Business/Economics; Business & Economics; Business / Economics / Finance; Service industries; Nanotechnology; Industries - Service Industries; Customer Service; Competition; Management
First sentence: IN THIS BOOK, we argue that where competition is overwhelmingly intense and where products and services become commodities overnight, the only lasting competitive advantage will derive from superior interface capability-enabled by a reconfigured front office that takes advantage of the capabilities of both machines and people.