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Product Description
Product Description
Concise, realistic and very readable, this book is packed with insightful thinking for service excellence"
Alan Parker
Chief Executive Officer
Whitbread Group
‘Brilliantly simple premise – that a winning service approach lies in a ‘rising upward trajectory’ culminating in a brilliant finish – dissected into eight very practical steps that anyone can use. As the owner of a service brand myself, I’ll be starting on Monday.’
Adam Morgan, Founder, eatbigfish
'Rich with practical, real life solutions'.
Dean Finch
Group Chief Executive
National Express
‘A thought provoking practical "drama" for anyone who is passionate about excelling at customer service and driving business performance.’
Mike Holliday-Williams
Managing Director
RSA UK Personal Insurance
'An excellent primer about how to improve services for the public.'
Dame Sally C Davies
Director General of Research and Development
Department of Health
To win and keep customers you have to do more than just meet their expectations - you have to surpass them. The Finishing Touch will show you how to make a good customer experience great by building up to an impressive finish that every customer will remember. Using real-life examples, practical advice and tailored information for your industry at the end of each chapter, Tony Cram will show you how to make your customers feel positive about your business, bring them back to buy more and inspire them to promote your business to others.
Deliver amazing service that will get your business noticed and make sure your customers come back from more
The Finishing Touchwill show you how to:
- Make an excellent first impression
- Manage customer expectations
- Build a trusting relationship with your customers
- Handle queues and bad news
- Make every customer feel valued
- Generate long-term interest through innovation
- Recover from mistakes
- Leave your customers wanting more so they come back time and time again.
About the author
Tony Cram has presented on competitive marketing and innovation at conferences and company conventions around the world including Berlin, Buenos Aires, Budapest, Gothenburg, Istanbul, London, Paris and Warsaw.
As a Programme Director at Ashridge Business School - one of Europe's leading centres for Management Development - he designs and delivers executive development programmes on business strategy and market innovation. His particular interest is in understanding customer value, developing brands and the dynamics of long-term business relationships.
Tony Cram's previous books include - Customers that Count: How to build living relationships with your most valuable customers, Smarter Pricing: How to capture more value in your market and The Power of Relationship Marketing.
From the Back Cover
‘A brilliantly simple premise – that a winning service approach lies in a “rising upward trajectory” culminating in a brilliant finish – dissected into eight very practical steps that anyone can use. As the owner of a service brand myself, I’ll be starting on Monday.’
Adam Morgan, Founder, eatbigfish
‘Rich with practical, real-life solutions.’
Dean Finch, Group Chief Executive, National Express
‘A thought-provoking practical “drama” for anyone who is passionate about excelling at customer service and driving business performance.’
Mike Holliday-Williams, Managing Director, RSA UK Personal Insurance
‘An excellent primer about how to improve services for the public.’
Professor Dame Sally C Davies, Director General of Research and Development, Department of Health
To win and keep customers you have to do more than just meet their expectations – you have to surpass them. The Finishing Touch will show you how to make a good customer experience great by building up to an impressive finish that every customer will remember. Using real-life examples, practical advice and tailored information for your industry at the end of each chapter, Tony Cram will show you how to make your customers feel positive about your business, bring them back to buy more and inspire them to promote your business to others.
Deliver amazing service that will get your business noticed and make sure your customers come back for more.
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Customer Reviews
This book is for everyone who wants their business to deliver excellence in customer service. It is superbly structured taking the reader through the eight acts in a service encounter. Each chapter ends with examples of best practice divided between mass service, service shop and professional service. This is important as no other book to my knowledge recognize the difference between different types of service businesses and how this affect the actions taken in each step. Easy to read and pact with practical advice.
The Finishing Touch is very timely ,because many companies are now rediscovering Customer Service.
What i like about the book is that it covers both the subject from both the Strategic and Tactical perspectives.
The eight Acts take you through the whole process.It is very readable and practical and full of nuggets that can help make Customer Service a real differentiator for your business.
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