Closing the Service Gap

By: Benjamin Laker and Lebene Soga and Yemisi Bolade-Ogunfodun

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