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Chase Richard - The Customer Service Solution

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Understand Consumer Psychology to Drive Profits and Growth Want to know exactly whats driving your customers behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how toenhance the customer experience?every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. Thats a good practice, but first you have to understand what your customer is thinking and feeling. Todays business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nations leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. Youll go where customer satisfaction surveys, mystery shoppers, and focus groups cant?and learn exactlywhy customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates whyeven companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choiceamong buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be?healthcare, hospitality, financial services, e-commerce, and more?this book is an essential tool to help you increase profits by leveraging your companys customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide tohelp us better understand how to do this.? James Merlino, MD, Chief Experience Officer, Cleveland Clinic Required reading for anyone designing a service encounter.? James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great bookunlocks.? Kevin Davis, President and CEO, Bristol Farms [Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services.? Mary Jo Bitner, PhD, Professor andExecutive Director, Center for Services Leadership, W.P. Carey School, Arizona State University Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations.? Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio This book provides valuable insights to managing and molding the customers emotional journey, leading to ultimate satisfaction and sustainable loyalty.? Ali V. Kasikci, Regional Managing Director, Orient-Express.

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Copyright 2013 by Sriram Dasu and Richard B Chase All rights reserved Except - photo 1

Copyright 2013 by Sriram Dasu and Richard B. Chase. All rights reserved. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher.

ISBN: 978-0-07-180999-3
MHID: 0-07-180999-6

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THE WORK IS PROVIDED AS IS. McGRAW-HILL EDUCATION AND ITS LICENSORS MAKE NO GUARANTEES OR WARRANTIES AS TO THE ACCURACY, ADEQUACY OR COMPLETENESS OF OR RESULTS TO BE OBTAINED FROM USING THE WORK, INCLUDING ANY INFORMATION THAT CAN BE ACCESSED THROUGH THE WORK VIA HYPERLINK OR OTHERWISE, AND EXPRESSLY DISCLAIM ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. McGraw-Hill Education and its licensors do not warrant or guarantee that the functions contained in the work will meet your requirements or that its operation will be uninterrupted or error free. Neither McGraw-Hill Education nor its licensors shall be liable to you or anyone else for any inaccuracy, error or omission, regardless of cause, in the work or for any damages resulting therefrom. McGraw-Hill Education has no responsibility for the content of any information accessed through the work. Under no circumstances shall McGraw-Hill Education and/or its licensors be liable for any indirect, incidental, special, punitive, consequential or similar damages that result from the use of or inability to use the work, even if any of them has been advised of the possibility of such damages. This limitation of liability shall apply to any claim or cause whatsoever whether such claim or cause arises in contract, tort or otherwise.

To Rama and Harri

CONTENTS
PREFACE

We wrote this book because we believe that many companies are leaving some valuable service improvements on the table. These improvements derive from a deeper understanding and application of the psychology that underlies how customers experience the service experience. We propose a collection of approaches for designing systems that deliver experiences. This book is about design and management of service operations.

In writing the book, we cherry-picked experimental research findings of the great minds in behavioral sciences and economicsD. Kahneman, G. F. Lowenstein, E. A. Skinner, V. Folkes, D. Ariely, J. Ledoux, C. E. Izard, D. Gambetta, and R. Larsonand translated them into service principles. We have also interviewed numerous executives and consultants from diverse companies and industries to get examples and share ideas about further application of our ideas in their companies.

The seminal book The Experience Economy by Pine and Gilmore ignited a lot of interest in customer experiences. The premise of the experience economy is that customers buy experiences and are willing to pay a steep premium for them, so managers should try to make these experiences more fun. Our book proposes how service operations can be redesigned using psychological principles to deliver good experiences on a consistent basis. Our concepts and methodology can be applied to any type of service, even services that do not readily lend themselves to theatrical experience conceptsthat is, most everyday businesses. These may be primarily hedonic, like rock concerts and tourism, or largely utilitarian, like retirement planning and care for the chronically ill. As a result, the findings in this book are applicable to many different industries, including healthcare, hospitality, financial services, sports, and e-commerce.

We also believe that our solution addresses the major weakness inherent in service quality improvements from the old total quality management (TQM) to new Six Sigma programsthe lack of the psychological tools and concepts necessary for managers to create optimal service experiences. There are several reasons why existing quality approaches fall short. First, they are far more focused on the employee than on the customer; yes, a motivated, trained employee can do much to improve service, but he or she is limited by focusing on explicit customer expectations, not on implicit customer needs. (We have a lot more to say about this throughout the book.) Second, they are often bureaucratic exercises involving more statistics and scorekeeping than explaining how customers experience services at a subconscious level.

Another part of the problem that is endemic to the service industry, and we find in academia as well, is that the two disciplines that traditionally deal with managing customers in service organizationsoperations management and marketinghavent really gotten on the same page about customer experience management. Marketing people know the concepts we are presenting in the book but have never tried to make them readily applicable to real-world service design and operations management.

It is probably safe to say that we are the first operations management specialists to write such a book. Operations management (OM) is above all an applied field. While it draws upon various disciplines and theories, OM is essentially the design and operation of productive processes, be they manufacturing or service. Its prescriptions must be actionable in the real world: The proof of the pudding is in the eating pretty well sums up the practical nature of the field and the goal of this book. Bon appetit!

ACKNOWLEDGMENTS

We owe a major debt of gratitude to researchers in the behavioral science disciplines of economics, psychology, and sociology. Most notable among these is Nobel Prize winner Daniel Kahneman whose studies of how individuals process information at the subconscious level opened up a whole new way for us to think about service design.

We are deeply indebted to the following executives who were kind enough to let us interview them about service management in their organizations: Paul Allman, personnel training consultant; Odmar Almeida; Agatha Areas, Rock in Rio; Dr. Michele Burnison, Cedars Sinai; Gamal Aziz and Corrine Clement, MGM Hospitality; Krishna Ganugapati; Derrick Hall and Josh Rawitch, Arizona Diamondbacks; Stefan Isser, Swarovski; Ali Kasikci, Orient Express; Tony Knopp, Spotlight Ticket Management; Gary Loveman, Caesars Entertainment Group; Chris McGowan, A.E.G. Sports; Marc Mancini, Mancini Seminars and Consulting; Dr. Mildred Nelson, Christie Clinic; John Severini, California Restaurant Association; Rawn Shaw and James Spohrer, IBM; Mike Simms, Simms Restaurant Group; Dr. Chris Ullman; Becky Uzemeck; Lynne Walker and Shahid Moghul, Dell; and Pete Winemiller, Oklahoma Thunder.

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