Customer Care A New Business Discipline

Customer Care A New Business Discipline Book in PDF, ePub and Kindle version is available to download in english. Read online anytime anywhere directly from your device. Click on the download button below to get a free pdf file of Customer Care A New Business Discipline book. This book definitely worth reading, it is an incredibly well-written.

Customer Care: A New Business Discipline

Atton Institute
Customer Care A New Business Discipline Book PDF

Author : Atton Institute
Publisher : CreateSpace
Page : 174 pages
File Size : 44,7 Mb
Release : 2018-04-26
Category : Electronic
ISBN : 9781986960380

Get Book

Customer Care: A New Business Discipline by Atton Institute Pdf

Customer service is one of the most important aspects of running a business. This book from the Atton Institute has the answers to a number of relevant questions such as “What should and should not be done when working with clients,” “How to correctly react to changes and innovations,” “How to improve the level of customer service & satisfaction,” etc. The main objective of this book is to help you to organize your work in such a way that you are able to get maximum benefit when working with your clients. After all, if you don’t think of customer satisfaction, you won’t be able to stay at the market for long. The book will be of interest first of all to those who work with customers, as well as for managers and owners of the companies. It will also be useful to marketers, brand managers and all those professionals who want to improve the efficiency of their work with clients.

Customer Intimacy

Fred Wiersema
Customer Intimacy Book PDF

Author : Fred Wiersema
Publisher : Claremont
Page : 221 pages
File Size : 46,6 Mb
Release : 1998
Category : Customer relations
ISBN : 0006388396

Get Book

Customer Intimacy by Fred Wiersema Pdf

Originally published in 1987, this paperback, from the author of THE DISCIPLINE OF MARKET LEADERS demonstrates how companies can profit from establishing more co-operative customer-supplier relationships and describes how customer intimacy works, how to implement it and what pitfalls to look out for. Illustrated with examples from top companies.

Service Design for Business

Ben Reason,Lavrans Løvlie,Melvin Brand Flu
Service Design for Business Book PDF

Author : Ben Reason,Lavrans Løvlie,Melvin Brand Flu
Publisher : John Wiley & Sons
Page : 214 pages
File Size : 50,8 Mb
Release : 2015-12-14
Category : Business & Economics
ISBN : 9781118988923

Get Book

Service Design for Business by Ben Reason,Lavrans Løvlie,Melvin Brand Flu Pdf

A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.

Social Media Theory and Communications Practice

Whitney Lehmann
Social Media Theory and Communications Practice Book PDF

Author : Whitney Lehmann
Publisher : Taylor & Francis
Page : 192 pages
File Size : 46,5 Mb
Release : 2023-07-31
Category : Business & Economics
ISBN : 9781000900682

Get Book

Social Media Theory and Communications Practice by Whitney Lehmann Pdf

Fusing the academic with the applied, this book provides a comprehensive introduction to social media for future communications professionals. While most social media texts approach the subject through either a theoretical, scholarly lens or a professional, practical lens, this text offers a much-needed linkage of theory to the practical tactics employed by social media communicators. Concise and conversational chapters break down the basics of both social media theory and practice and are complemented by sidebars written by scholars and industry professionals, chapter summaries and end-of-chapter exercises. This book is ideal for introductory social media courses in communication, public relations and mass communication departments, as well as courses in digital media and public relations. Online resources include social media writing templates, sample posts and content calendar templates. Please visit www.routledge.com/9781032185873.

Customer Care Excellence

Sarah Cook
Customer Care Excellence Book PDF

Author : Sarah Cook
Publisher : Kogan Page Publishers
Page : 262 pages
File Size : 54,8 Mb
Release : 2002
Category : Business & Economics
ISBN : 0749437928

Get Book

Customer Care Excellence by Sarah Cook Pdf

As competitiveness increases, many organisations have realised that they cannot compete on price alone and have developed strategies for providing superior customer service. In Customer Care Excellence Sarah Cook provides a comprehensive action plan.

Social Media Strategy

Keith A. Quesenberry
Social Media Strategy Book PDF

Author : Keith A. Quesenberry
Publisher : Rowman & Littlefield
Page : 376 pages
File Size : 41,5 Mb
Release : 2018-07-09
Category : Language Arts & Disciplines
ISBN : 9781538101360

Get Book

Social Media Strategy by Keith A. Quesenberry Pdf

Social Media Strategy, Second Edition is a guide to marketing, advertising, and public relations in a world of social media-empowered consumers. The new edition emphasizes connections in all areas of integrated marketing and adds a new chapter on law. Fully updated real world examples and statistics make it a highly accessible text for students.

Customer Service For Dummies

Karen Leland,Keith Bailey
Customer Service For Dummies Book PDF

Author : Karen Leland,Keith Bailey
Publisher : John Wiley & Sons
Page : 409 pages
File Size : 53,6 Mb
Release : 2011-03-03
Category : Business & Economics
ISBN : 9781118052730

Get Book

Customer Service For Dummies by Karen Leland,Keith Bailey Pdf

Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.

The Discipline of Market Leaders

Michael Treacy,Fred Wiersema
The Discipline of Market Leaders Book PDF

Author : Michael Treacy,Fred Wiersema
Publisher : Basic Books
Page : 224 pages
File Size : 40,8 Mb
Release : 2007-03-20
Category : Business & Economics
ISBN : 9780465003976

Get Book

The Discipline of Market Leaders by Michael Treacy,Fred Wiersema Pdf

Why is it that Casio can sell a calculator more cheaply than Kellogg's can sell a box of corn flakes? Why can FedEx “absolutely, positively” deliver your package overnight but airlines have trouble keeping track of your bags? What does your company do better than anyone else? What unique value do you provide to your customers? How will you increase that value next year? As customers' demands for the highest quality products, best services, and lowest prices increase daily, the rules for market leadership are changing. Once powerful companies that haven't gotten the message are faltering, while others, new and old, are thriving. In disarmingly simple and provocative terms, Treacy and Wiersema show what it takes to become a leader in your market, and stay there, in an ever more sophisticated and demanding world.

Two Factor Theory of Customer Service

DAVID L. ELWOOD
Two Factor Theory of Customer Service Book PDF

Author : DAVID L. ELWOOD
Publisher : AuthorHouse
Page : 200 pages
File Size : 54,8 Mb
Release : 2013-12-18
Category : Business & Economics
ISBN : 9781491844434

Get Book

Two Factor Theory of Customer Service by DAVID L. ELWOOD Pdf

In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwoods message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business --- the only question is whether you are doing it well. Want a quick read at the airport terminal thatll entertain more than transform? Two Factor Theory of Customer Service isnt it! Elwood skips the clichs while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again...). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University

Creating a Customer Experience-Centric Startup

Thomas Suwelack,Manuel Stegemann,Feng Xia Ang
Creating a Customer Experience Centric Startup Book PDF

Author : Thomas Suwelack,Manuel Stegemann,Feng Xia Ang
Publisher : Springer Nature
Page : 163 pages
File Size : 55,6 Mb
Release : 2022-02-01
Category : Business & Economics
ISBN : 9783030924584

Get Book

Creating a Customer Experience-Centric Startup by Thomas Suwelack,Manuel Stegemann,Feng Xia Ang Pdf

This book explains how startups and brands in general can achieve a high level of customer experience (CX) in today's dynamic and competitive times. A well-structured and easy to apply customer experience framework defines customer experience as the start and end point of all business activities. The framework steps and tools (such as NPS, Empathy Map, Customer Journey, Golden Circle, Design Thinking, A/B-Testing) are designed to have a maximum impact on successful company building and the customer experience, which is key to generate first and repeat buyers that become fans of the company. The tools originate from different disciplines, such as management, design, digitisation or psychology – as only an interdisciplinary approach enables superior insights for initiating the right customer activities in today's highly competitive times. With this book, it is possible to look at customer experience systematically and derive your own strategy towards success. The following are the main contributions of this book: · Provides a clear step-by-step guide to create a customer experience-centric company · Introduces most impactful tools that managers can use to successfully complete every step of our framework · Guides managers through the process of creating a start-up, which is less about magically coming up with innovative business ideas, but rather about applying proven principles in a new context

Business Intelligence and Agile Methodologies for Knowledge-Based Organizations: Cross-Disciplinary Applications

Rahman El Sheikh, Asim Abdel
Business Intelligence and Agile Methodologies for Knowledge Based Organizations Cross Disciplinary Applications Book PDF

Author : Rahman El Sheikh, Asim Abdel
Publisher : IGI Global
Page : 370 pages
File Size : 54,8 Mb
Release : 2011-09-30
Category : Computers
ISBN : 9781613500514

Get Book

Business Intelligence and Agile Methodologies for Knowledge-Based Organizations: Cross-Disciplinary Applications by Rahman El Sheikh, Asim Abdel Pdf

Business intelligence applications are of vital importance as they help organizations manage, develop, and communicate intangible assets such as information and knowledge. Organizations that have undertaken business intelligence initiatives have benefited from increases in revenue, as well as significant cost savings.Business Intelligence and Agile Methodologies for Knowledge-Based Organizations: Cross-Disciplinary Applications highlights the marriage between business intelligence and knowledge management through the use of agile methodologies. Through its fifteen chapters, this book offers perspectives on the integration between process modeling, agile methodologies, business intelligence, knowledge management, and strategic management.

BUSINESS Essential

Bloomsbury Publishing
BUSINESS Essential Book PDF

Author : Bloomsbury Publishing
Publisher : Bloomsbury Publishing
Page : 702 pages
File Size : 53,9 Mb
Release : 2015-03-20
Category : Business & Economics
ISBN : 9781408114056

Get Book

BUSINESS Essential by Bloomsbury Publishing Pdf

The abridged, updated edition of international bestseller BUSINESS: The Ultimate Resource. This essential guide to the world of work and careers is crammed with top-quality content from the world's leading business writers and practitioners. Now in a handy paperback format, it is ideal for time-pressed managers, small business owners and students alike. A free eBook will be available for purchasers of the print edition. This book includes: Actionlists: more than 200 practical solutions to everyday business and career challenges, from revitalising your CV to managing during difficult times. Management library: time-saving digests of more than 70 of the best and most influential business books of all time, from The Art of War to The Tipping Point. We've read them so you don't have to. Best Practice articles: a selection of essays from top business thinkers. Business Dictionary: jargon-free definitions of thousands of business terms and concepts. Gurus: explanations of the lives, careers, and key theories of the world's leading business thinkers

Customer Success

Nick Mehta,Dan Steinman,Lincoln Murphy
Customer Success Book PDF

Author : Nick Mehta,Dan Steinman,Lincoln Murphy
Publisher : John Wiley & Sons
Page : 256 pages
File Size : 43,6 Mb
Release : 2016-02-16
Category : Business & Economics
ISBN : 9781119168300

Get Book

Customer Success by Nick Mehta,Dan Steinman,Lincoln Murphy Pdf

Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.

Perspective Of The Marketing An Inter Disciplinary Approach

Rakesh Ahlawat & Dr.Shiv Jaggarwal
Perspective Of The Marketing An Inter Disciplinary Approach Book PDF

Author : Rakesh Ahlawat & Dr.Shiv Jaggarwal
Publisher : Uttkarsh Prakashan
Page : 120 pages
File Size : 48,8 Mb
Release : 2023-05-24
Category : Antiques & Collectibles
ISBN : 9789391765699

Get Book

Perspective Of The Marketing An Inter Disciplinary Approach by Rakesh Ahlawat & Dr.Shiv Jaggarwal Pdf

Marketing in interdisciplinary approach is wide in range and scope and having the understanding in this regard will definitely improve the marketing strategies by the organizations. marketing aspects and concepts has changed in different fields like in airline tourism, hospitality and general marketing in recent years after covid. this book will try to address various current and futuristic trends in “perspective of the marketing: an interdisciplinary approach” like tourism-related social media marketing, online shopping and marketing, marketing of tourism services in india, wellness tourism and many more. we are pleased to place this book before the academicians, researchers and industry practitioners with a hope that the readers will enjoy reading this book.

Innovation

Curtis R. Carlson,William W. Wilmot
Innovation Book PDF

Author : Curtis R. Carlson,William W. Wilmot
Publisher : Currency
Page : 370 pages
File Size : 42,5 Mb
Release : 2006-08-08
Category : Technology & Engineering
ISBN : 9780307347121

Get Book

Innovation by Curtis R. Carlson,William W. Wilmot Pdf

Nothing is more important to business success than innovation . . . And here’s what you can do about it on Monday morning with the definitive how-to book from the world’s leading authority on innovation When it comes to innovation, Curt Carlson and Bill Wilmot of SRI International know what they are talking about—literally. SRI has pioneered innovations that day in and day out are part of the fabric of your life, such as: • The computer mouse and the personal computer interface you use at home and work • The high-definition television in your living room • The unusual numbers at the bottom of your checks that enable your bank to maintain your account balance correctly • The speech-recognition system used by your financial services firm when you call for your account balance or to make a transaction. Each of these innovations—and literally hundreds of others—created new value for customers. And that’s the central message of this book. Innovation is not about inventing clever gadgets or just “creativity.” It is the successful creation and delivery of a new or improved product or service that provides value for your customer and sustained profit for your organization. The first black-and-white television, for example, was just an interesting, cool invention until David Sarnoff created an innovation—a network—that delivered programming to an audience. The genius of this book is that it provides the “how” of innovation. It makes innovation practical by getting two groups who are often disconnected—the managers who make decisions and the people on the front lines who create the innovations—onto the same page. Instead of smart people grousing about the executive suite not recognizing a good idea if they tripped over it and the folks on the top floor wondering whether the people doing the complaining have an understanding of market realities, Carlson and Wilmot’s five disciplines of innovation focus attention where it should be: on the creation of valuable new products and services that meet customer needs. Innovation is not just for the “lone genius in the garage” but for you and everyone in your enterprise. Carlson and Wilmot provide a systematic way to make innovation practical, one intimately tied to the way things get done in your business. Teamwork isn't enough. Creativity isn't enough. A new product idea isn't enough. True innovation is about delivering value to customers. Innovation reveals the value-creating processes used by SRI International, the organization behind the computer mouse, robotic surgery, and domain names. Curt Carlson and Bill Wilmot show you how to use these practical, tested processes to create great customer value for your organization.