Closing the Service Gap How to Connect Customers, Employees and Organisations

<p><b>How connected are your customers, employees and organisation?</b></p> <p>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. </p> <p>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). </p> <p>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: </p> <ul> <li>Understand how to use the RenDanHeyi model to connect your employees, customers, and organisation. </li> <li>Use new or existing technology to link customer expectations to employee activities, and craft job roles and workforce planning strategy around customer needs.</li> <li>Create a connected organisation that generates sustainable and scalable revenue for the business. </li> <li>Transform your leadership from one that delegates to one that empowers and enables employees. </li> </ul>