The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingredients of service excellence and show how leading companies have achieved success. Each chapter begins with a review of the key components of service excellence followed by two mini exemplar case studies that highlight how those companies have achieved success in that particular area. An introductory chapter proposes a framework based on the Unisys model that shows how companies can become customer centric, and a final chapter takes an integrative approach and features a case study from the overall winners of the Awards to highlight how this company has achieved success. An additional feature of the book is the service excellence questionnaire. Purchasers of the book are able to go online to complete the questionnaire and submit it to establish their competitive benchmark against other companies in both the same sector and across different sectors. A web site accompanies the book where updates on the category winners are featured to ensure that current information is always available.

Key Features

* Features access to a service excellence questionnaire to enable companies to benchmark their achievements * Authored by judges of the Unisys/Management Today service excellence awards, therefore takes a unique approach * Includes a series of case studies to highlight each aspect of the awards


CEOs and Senior Managers; Business Leaders; Functional Directors; Strategy Directors and Managers; Operational Managers in Sales, Marketing, Customer Service and Finance.

Table of Contents

Foreword; Acknowledgements; Managing service excellence; Customer intelligence; Operational effectiveness; Engaging people; Leadership and values; Organizational agility; Service excellence best practice; Appendix 1 – Service excellence awards – self-assessment.


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© 2004
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About the authors

Moira Clark

Moira Clark is Director of the CRM Research Forum at Cranfield School of Management, Cranfield University. She also serves as a consultant to a number of leading international companies. Her major area of research an consulting is in Customer Relationship Management, Relationship Marketing and the drivers of Customer Retention. Moira is a judge for the prestigious Unisys and Management Today Service Excellence awards. She is also a frequent keynote speaker at many public and in-company seminars and conferences around the world.

Susan Baker

Susan Baker is Director of the New Marketing Research Group and Senior Lecturer of Marketing at Cranfield School of Management, Cranfield University. At Cranfield, Susan specialises in consumer marketing and in particular understanding consumer markets, branding and international marketing. A regular contributor to conferences and seminars, at Cranfield she teaches on the MBA programme and works on a variety of management development programmes for companies across all sectors – consumer, business-to-business and professional services. She is a judge in the annual Unisys/Management Today Customer Service Excellence Awards.