| Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers |  | Authors: Jeffrey F. Rayport, Bernard J. Jaworski
Publisher: Harvard Business Review Press
Category: Book
List Price: $32.95
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Sales Rank: 1,513,561
Media: Hardcover
Pages: 262
Number Of Items: 1
Shipping Weight (lbs): 1.4
Dimensions (in): 9.6 x 6.4 x 1
ISBN: 0875848672
Dewey Decimal Number: 658.812
EAN: 9780875848679
ASIN: 0875848672
Publication Date: January 20, 2005
Availability: Usually ships in 1-2 business days
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| • | ISBN13: 9780875848679 | | • | Condition: USED - Very Good | | • | Notes: 100% Satisfaction Guarantee. Tracking provided on most orders. Buy with Confidence! Millions of books sold! |
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Product Description
In Best Face Forward, Jeffrey F. Rayport and Bernard J. Jaworski argue that as this "front-office automation" revolution unfolds, competitive advantage will increasingly depend on deploying the right mix of interfaces with customers - human, automated, and hybrids of both - to surpass current levels of performance and service. Based on extensive research inside both start-up and established businesses, Best Face Forward proposes guiding principles and a practical auditing tool for determining how humans and machines can best collaborate in mediating critical customer interactions. Far from dehumanizing the workforce, the authors show how this revolution will create a "people-rich" workplace - one that combines the unique capabilities of humans and machines to create a better world for all of us.
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