Автор: Mike Hohnen
Inspired by the principles developed in the "Service Profit Chain", Mike Hohnen takes you through each of the steps needed to create an outstanding service business.<br><br>We live in a world of abundance – there is plenty of choice everywhere. And since 2008 we have experienced significant drops in demand as consumers became more careful. The result is a widening gap between supply and demand in virtually any category you can imagine. <br><br>When that happens, many companies have a knee-jerk reaction, and the recipe is more or less always the same: initiate rigorous cost-cutting programmes, reduce staff and/or services, offer discounts in many forms, and increase advertising aggressively. <br><br>This, however, is the equivalent of trying to steer and brake as your car begins to skid on black ice while going through a sharp curve. <br><br>As you hit that declining demand curve, you need to perform what at first seems like a counter intuitive move: hold your price, increase your services, improve your quality, and narrow your focus in the market. <br><br>In this book, you will not only understand why but also see how you can do that.
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