The Signature Service Strategy: How to Create a Super CRM Machine - Paperback

by Richard Solomon (Author)

Customer service is the new marketing. It is the absolute best strategy that any business can have. If your organization is like most, the service quality is not nearly where your customers want it to be. The telltale signs include poor customer reviews, complaints, customer defection and low sales volume. Are competitors gaining ground? These are worrisome problems that all trace back to service. Most service improvement efforts are piecemeal and short-term. How do Apple, Disney and Southwest keep their customers happy and coming back over and over?This guidebook shows how you can turn your organization into a Super CRM machine and deliver VIP service to all customers. Implement the Signature Service Strategy and transform the culture of your own organization, and everyone wins!

Author Biography

Richard Solomon is a husband and father of two daughters. His is also the Principal Consultant and Managing Director of Development Consulting Center Limited. He holds post-graduate degrees in Organization Transformation and Strategic Human Resource Management and has over 25 years experience in Organization Development. As a change architect and strategist, he specializes in Signature Service, leadership development and change. As a global speaker, coach, trainer and consultant, Richard supports the development of individuals and organizations in over 36 countries. His client list includes Fortune 500 (global) companies like 3M, Nestle, General Eletric, IBM, PepsiCo, Coca-Cola, BP, Vodafone, Unilever, AIG, GlaxoSmithKline, Royal Bank of Canada, and Fujitsu. He holds memberships at the NTL Institute of Applied Human Behavior, the Association of Training and Development and The Human Resource Management Association of Trinidad and Tobago. Richard sits on several boards and management committees including the Trinidad and Tobago Scout Association, the PRVM Performing Arts Academy and the Programme for Development and Training at the Commonwealth Telecommunications Organization in the United Kingdom. Richard is listed in the "Who's Who in Trinidad and Tobago Business" and has lectured Management and Human Resource Management.