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Author : Shaun Smith,Joe Wheeler
Publisher : Pearson Education
Page : 284 pages
File Size : 40,8 Mb
Release : 2002
Category : Business & Economics
ISBN : 0273661957
You need loyal customers, not just satisfied ones. Managing the Customer Experience: Turn Customers Into Advocatesshows you how to manage your customer experience and reap the rewards.
Author : Martha Rogers,Don Peppers
Publisher : John Wiley & Sons
Page : 517 pages
File Size : 48,9 Mb
Release : 2022-04-19
Category : Business & Economics
ISBN : 9781119815341
Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world’s leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to “treat different customers differently.” This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.
Author : John A. Goodman
Publisher : AMACOM/American Management Association
Page : 256 pages
File Size : 54,7 Mb
Release : 2009
Category : Business & Economics
ISBN : 0814413331
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. The Author draws on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard data and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
Author : Nihat Tavşan,Can Erdem
Publisher : Tasora Books
Page : 300 pages
File Size : 51,6 Mb
Release : 2018-05-07
Category : Business & Economics
ISBN : 1934690953
We are passing through a paradigm shift and surviving in this upcoming paradigm doesn't seem possible through traditional marketing and management strategies. Today being brand is not a privilege any more, there are dozens of reliable brands almost in every industry. But still businesses need to differentiate and outperform the competition but how?
Author : James Seligman
Publisher : Lulu.com
Page : 264 pages
File Size : 53,6 Mb
Release : 2018-09-19
Category : Electronic
ISBN : 9780244417475
Organizations that want to deliver required outcomes can do so by shifting gears from traditional 'command and control tactics', to a more collaborative way of working with customer interactions, ensuring relevant skills and capabilities are made available. By investing in technology, organizations that support the customer experience can provide accurate forecasting, customer in sight, and the skills and capabilities regardless of their location and time zone. Processes that span the back office to the front office should provide real time insight into the interpersonal experience journeys and enable co-creation of goods and services.
Author : Alan Pennington
Publisher : Pearson UK
Page : 233 pages
File Size : 40,5 Mb
Release : 2016-09-12
Category : Business & Economics
ISBN : 9781292148472
Author : Taşkın Dirsehan
Publisher : Emerald Group Publishing
Page : 382 pages
File Size : 42,7 Mb
Release : 2020-11-26
Category : Business & Economics
ISBN : 9781800433908
Managing Customer Experiences in an Omnichannel World explores how organizations integrating both the physical and virtual environments for consumers will enable them to effectively manage the customer experience.
Author : John A. Goodman
Publisher : HarperChristian + ORM
Page : 279 pages
File Size : 45,8 Mb
Release : 2014-08-12
Category : Technology & Engineering
ISBN : 9780814433898
Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.
Author : Sapna Popli,Bikramjit Rishi
Publisher : Emerald Group Publishing
Page : 257 pages
File Size : 43,8 Mb
Release : 2021-05-04
Category : Business & Economics
ISBN : 9781839097102
Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a competitive advantage for businesses. This is essential reading for marketing scholars and practitioners looking for insights into improving their customers' experiences.
Author : Shep Hyken
Publisher : Shepard Presentations, LLC
Page : 80 pages
File Size : 41,5 Mb
Release : 1993
Category : Business & Economics
ISBN : 9780963782007
Author : Don Peppers,Martha Rogers
Publisher : Unknown
Page : 128 pages
File Size : 52,5 Mb
Release : 2016
Category : Consumers' preferences
ISBN : 1119239834
Author : Morris Wilburn
Publisher : Quality Press (Company)
Page : 0 pages
File Size : 55,8 Mb
Release : 2007
Category : Consumer satisfaction
ISBN : 0873897021
"Managing the Customer Experience avoids these missteps. It begins with an explanation of the interrelationship between brand image, customer emotions evoked by contact with service employees, and the shopping environment. The book then identifies what information is necessary for managing the customer experience, and describes how it can be obtained. The discussion then moves to analysis and reporting of information: the management decision tools and information needed by each level of management, and how the data from the studies described previously can produce it. The book concludes with a discussion of issues that arise in the construction of management decision tools."--Jacket.
Author : Bernd H. Schmitt
Publisher : John Wiley & Sons
Page : 268 pages
File Size : 46,5 Mb
Release : 2010-07-09
Category : Business & Economics
ISBN : 9780471473978
In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an opportunity to maximize the customer experience and establish a bond that will never be broken. Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results.
Author : Annarita Sorrentino
Publisher : Routledge
Page : 93 pages
File Size : 45,8 Mb
Release : 2020-09-30
Category : Business & Economics
ISBN : 9781000195514
This book offers a comprehensive overview of the challenges that marketing faces in understanding, managing and measuring the dynamics of modern consumer behaviours and successfully managing the customer experience. The reader will gain a deeper knowledge of the approaches to consumer behaviour and learn about the theoretical and empirical challenges of studying customer experience management. It also considers the post-modern consumer, which requires a move beyond the purely rationalist perspective of traditional marketing and provides methodological support for firms and scholars who wish to measure cognitive, emotional and behavioural consumer reactions. More specifically, it explores the changes in consumer behaviours, the limitations of traditional measurement approaches and the importance of capturing small insights with neuromarketing metrics, with a chapter contributed by a leading expert. A new three-point perspective on consumer behaviours is set out that combines behaviour (what people do) with the declared (what people say) and the perceived (what people feel). This approach acknowledges the complexity of consumer behaviours and the methodological bias derived from the use of the traditional techniques (principally the survey) or from big data. Only a holistic perspective can capture the heterogeneous nature of consumer behaviour. The book thereby takes up the theoretical debate about the definition, management and measurement of customer behaviour. It also examines measurement methodologies, an area that has received little attention elsewhere. Besides addressing the scientific community in the field, the book will also be a valuable practical resource for marketing managers, entrepreneurs and consultants who want to implement innovative strategies to manage the customer experience.
Author : Colin Shaw,John Ivens
Publisher : Springer
Page : 291 pages
File Size : 55,5 Mb
Release : 2002-09-13
Category : Business & Economics
ISBN : 9780230554719
This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.