EAN: 9781292444352

CLOSING THE SERVICE GAP HOW TO CONNECT CUSTOMER...

How connected are your customers  employees and organisation? As technology advances and
customer expectations rise  the most sustainable  profitable and realistic way businesses can
succeed in the future is by connecting their customers  employees  and organisation. Following
in the footsteps of some of the world's largest companies  this book shows you how to transform
your business culture using technology to connect the three most important stakeholders the
customers  employees and the organisation and deliver value to each in turn. This model is best
recognised as RenDanHeyi'  a Chinese term that means each employee' (Ren)  the needs of each
customer' (Dan) and the connection between the two' (Heyi). With practical steps  tips and case
studies  this book helps you to build and implement a strategy to close the service gap in your
organisation: Understand how to use the RenDanHeyi model to connect your employees  customers 
and organisation. Use new or existing technology to link customer expectations to employee
activities  and craft job roles and workforce planning strategy around customer needs. Create a
connected organisation that generates sustainable and scalable revenue for the business.
Transform your leadership from one that delegates to one that empowers and enables employees.

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