The Empowered Customer in a Smart World
Professor Mohamed Zairi
Independently Published
2019
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The Service Excellence book series is a bundle of 13 titles that together give a complete lifecycle-oriented approach to managing and delivering services that impact significantly on the customer. The series is meant to guide organizations in every sector of the economy with building strong capabilities for first and foremost being service oriented. Secondly for putting in place the structure, processes and capabilities that will guarantee that services are provided with consistency, reliability and dependability. The other thing is that service delivery has to be associated closely with innovation and one of the specific titles addresses the importance of the innovation in the context of service delivery. Delivery of services is also address through channel management as in the 21st century services are not provided wholesale but rather through individualization and personalization of experiences. Outreach can be made possible in a smart way using digital technology for instance. Services that are excellent are also services that are efficient and whose cost is competitive one compared with similar service provisions understanding the notion of cost and efficiency thus in this context matter.One title specifically focuses on the pledges that are being made in service provision. Service charter and standards are the best way for any organization to make a commitment to being service oriented and deliver value to its customers. The concept of service capacity is extremely valuable and is addressed through one specific title as capacity deals with fluctuating demand and can ensure sustainable delivery in this sense. In so far as the customer is concerned, 5 titles are dedicated to everything associated with customers. At the heart of this is to guide organizations in being service centric by being close to the customer and allowing the customer to influence their own individualized experiences. A title focuses specifically on being service centric in the context of government services. The theme of empowered customers through co-creation and collaboration is also addressed in one of the specific titles. Customer insight using smart technologies is also an emerging theme that deserves thorough consideration. Communication is what makes difference when dealing with customers and shaping their business model so that they become part and parcel of the value creation process. A specific title is dedicated to building strong long-lasting relationships with customers through effective communication.Overall the 13 titles that represent the service excellence series will be the ideal companion for consultants, business leaders, service excellence professionals in shaping any organization to be service oriented to introduce the concept of customer experience management and to remodel their approach to value creation so that services will be the capabilities that will allow experiences to be made real, to flourish and to integrate the customer in collaborating, co-creating and managing their own dreams, expectations and desires for emotional fulfilment.
