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Customer Loyalty Programmes and Clubs
ISBN: 9780566084515 / Angielski / Twarda / 224 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In every industry, and any company, customer loyalty marketing is an important pillar of corporate strategy. This second edition of Customer Loyalty Programmes and Clubs, explains how the key to effective protection against competition lies in identifying and offering your customers the right combination of financial and non-financial benefits. Stephen Butscher has reviewed the developments that have taken place since his original successful step-by-step guide was published and now includes 'pricing for customer loyalty' and 'e-loyalty' along with extra case studies. He takes you through all...
In every industry, and any company, customer loyalty marketing is an important pillar of corporate strategy. This second edition of Customer Loyalty P...
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cena:
759,15 |
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Measuring Customer Service Effectiveness
ISBN: 9780566085383 / Angielski / Twarda / 174 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to...
Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both ex...
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cena:
710,17 |
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Satisfaction: A Behavioral Perspective on the Consumer: A Behavioral Perspective on the Consumer
ISBN: 9780765617705 / Angielski / Twarda / 544 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and...
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and...
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cena:
1150,97 |
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Crafting Customer Value : The Art and Science
ISBN: 9781557532312 / Angielski Termin realizacji zamówienia: ok. 5-8 dni roboczych. In today's competitive marketplace, customer value " a combination of product and service benefits at a fair price that creates value in the minds of customers " is the key variable for business success. Using several comprehensive and highly integrated frameworks, Peter Duchessi provides strategies for defining customer value and for developing the critical business, personnel, quality, and information systems that are responsible for delivering customer value. Whereas other books focus on just one of these critical areas, Crafting Customer Value provides a comprehensive account of what a...
In today's competitive marketplace, customer value " a combination of product and service benefits at a fair price that creates value in the minds of ...
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cena:
146,88 |
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How Organizations Deliver BAD Customer Service: (And Strategies that Turn it Around!)
ISBN: 9780983679608 / Angielski / Miękka / 224 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Today's consumer views loyalty to a business as a fad, and they also expect everything and then some. The companies that are thriving (and will continue to thrive) deliver amazing customer experiences. Customer service isn't just about being a department or a policy; it is about creating a culture where customers can't wait to do business with you, and are excited to refer their friends to you as well. This book's characters, Negative Ned and Positive Paul, illustrate the ABSURDITY of terrible customer service and the simple steps necessary to improve nearly every customer experience.
Today's consumer views loyalty to a business as a fad, and they also expect everything and then some. The companies that are thriving (and will contin...
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cena:
80,72 |
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Outside in: The Power of Putting Customers at the Center of Your Business
ISBN: 9780547913988 / Angielski / Twarda / 272 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. What simple innovation brought billions in new investments to Fidelity? What basic misunderstanding was preventing Office Depot from achieving its growth potential? What surprising insights helped the Mayo Clinic better serve both doctors and patients? The solution in each case was a focus on customer experience, the most powerful--and misunderstood--element of corporate strategy today. Customer experience is, quite simply, how your customers perceive their every interaction with your company. It's a fundamental business driver. Here's proof: over a recent five-year period...
What simple innovation brought billions in new investments to Fidelity? What basic misunderstanding was preventing Office Depot from achieving its ...
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cena:
115,61 |
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It Only Hurts When I Listen
ISBN: 9781935986287 / Angielski / Miękka / 108 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Poor listening is a pandemic social virus that seeks to erode and destroy relationships at work, at home, between friends, and within the family. Brunstetter identifies the surprising causes of this subtle but pervasive virus and offers a radical cure.
Poor listening is a pandemic social virus that seeks to erode and destroy relationships at work, at home, between friends, and within the family. Brun...
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cena:
73,03 |
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Anticipate
ISBN: 9781118356913 / Angielski / Twarda / 224 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Design and implement the ideal customer focus Anticipate provides business readers with a practical how-to approach for taking their customer-supplier relationship to one that is more sustainable and more mutually profitable. Much of the discussion on customer experience has centered on the hospitality or retail industries and has showcased the discrete techniques organizations use to deliver better service and create more satisfied customers. Anticipate extends and integrates those techniques to deliver an end-to-end customer experience that can be... Design and implement the ideal customer focus Anticipate provides business readers with a practical how-to approach for... |
cena:
96,15 |
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How to Say It: Creating Complete Customer Satisfaction: Winning Words, Phrases, and Strategies to Build Lasting Relationships in Sales a ND Service
ISBN: 9780735205253 / Angielski / Miękka / 272 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. A guide to effectively communicating with customers to create lasting and repeat business relationships.
This book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples.
A guide to effectively communicating with customers to create lasting and repeat business relationships.
This book provides practical, results-ori... |
cena:
92,48 |
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My Granny My Leader - Blessed and Highly Favored
ISBN: 9781608624003 / Angielski / Miękka / 68 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. |
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42,95 |
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Rapportselling Tales: Successful Selling Strategies for Engaging Customers
ISBN: 9780957173804 / Angielski / Miękka / 212 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Selling has changed, buyers dont want to be pushed anymore, they know all the old tricks, the world has moved on. This book will help you to use Rapportselling in the modern world of selling that will help you succeed in a retail environment whilst enjoying an amusing and engaging tale of Doug. Doug is a mortgage salesperson in an estate agency in North London. Hes new to selling but needs to learn quickly as he has some big goals to achieve. Join Doug as he makes mistakes, learns new ways to selling, makes new friends, seeks love and succeeds as a successful salesperson in a demanding retail...
Selling has changed, buyers dont want to be pushed anymore, they know all the old tricks, the world has moved on. This book will help you to use Rappo...
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cena:
73,93 |
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Customer-Centric Marketing Strategies: Tools for Building Organizational Performance
ISBN: 9781466625242 / Angielski / Twarda / 676 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. As customer orientation continues to gain importance in the marketing field, there has been a growing concern for organizations to implement effective customer centric policies. Customer-Centric Marketing Strategies: Tools for Building Organizational Performance provides a more conceptual understanding on customer-centric marketing strategies as well as revealing the success factors of these concepts. This book will discuss how to improve the organization's financial and marketing performance.
As customer orientation continues to gain importance in the marketing field, there has been a growing concern for organizations to implement effective...
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cena:
948,15 |
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Service-Dominant Logic: Premises, Perspectives, Possibilities
ISBN: 9780521124324 / Angielski / Miękka / 248 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In 2004, Robert F. Lusch and Stephen L. Vargo published their groundbreaking article on the evolution of marketing theory and practice toward "service-dominant (S-D) logic," describing the shift from a product-centred view of markets to a service-led model. Now, in this keenly anticipated book, the authors present a thorough primer on the principles and applications of S-D logic. They describe a clear alternative to the dominant worldview of the heavily planned, production-oriented, profit-maximizing firm, presenting a coherent, organizing framework based on ten foundational premises. The...
In 2004, Robert F. Lusch and Stephen L. Vargo published their groundbreaking article on the evolution of marketing theory and practice toward "service...
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cena:
197,18 |
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Both Sides Win! 3 Secrets for Success in Customer Negotiation
ISBN: 9780982877135 / Angielski / Miękka / 104 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Negotiating with a customer-or prospective customer-is one of the most challenging forms of negotiating. Why? Because you have to negotiate great relationship and great return at the same time In Both Sides Win you will find three practices that will help you build relationship and achieve your goals when negotiating with a customer or prospect. The practices will help you gain influence, handle upsets, benefit from sources of power that many people tend to give away and, importantly, avoid getting sucked into price discussions too soon. The book is short and concise-something you can throw...
Negotiating with a customer-or prospective customer-is one of the most challenging forms of negotiating. Why? Because you have to negotiate great rela...
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cena:
49,91 |
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The Experience: How to Wow Your Customers and Create a Passionate Workplace
ISBN: 9780123954930 / Angielski / Miękka / 128 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. "'A 'must-read' for managers; this is a great guide for pulling the customer back into your management loop."' -- Jerry Vass, author of "Soft Selling in the Hard World " "'Lior Arussy spins a cautionary tale for the transition companies m"
"The Experience" is the journey of a frustrated call center manager who discovers hidden secrets about delivering the most outrageously pleasing customer experiences by empowering his staff to be passionate about their work. "'A 'must-read' for managers; this is a great guide for pulling the customer back into your management loop."' -- Jerry Vass, author of "Soft Selling ...
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cena:
137,09 |
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People Love You: The Real Secret to Delivering Legendary Customer Experiences
ISBN: 9781118433249 / Angielski / Twarda / 192 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a massive impact on buying decisions. Every touch point, every time you or someone in your company engages a customer, it creates an experience - something they remember. When they have a negative experience, they tend to vote with their feet (and their wallets) and head straight to your competitors. When customers have positive emotional experiences, it anchors them to your brand, your product or service, and ultimately to you. In the... What you experience is what you remember. The more emotional the experience, the deeper it is branded into your memory. Experience has a mas... |
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95,61 |
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Customer Relationship Management Using Business Intelligence
ISBN: 9781443840798 / Angielski / Twarda / 380 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. This is an important text for all students and practitioners of Business Intelligence (BI) and Customer Relationship Management (CRM). It provides a comprehensive resource for understanding and implementing Enterprise Resource Planning (ERP) and BI solutions within the organisational context. It provides an in-depth coverage of all key areas relating to the implementation of ERP and BI systems. It provides unique practical guidance on implementing ERP and BI strategies as formulated by the author and a range of academic practitioners and industry experts. Importantly, it demonstrates how...
This is an important text for all students and practitioners of Business Intelligence (BI) and Customer Relationship Management (CRM). It provides a c...
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cena:
257,72 |
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The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations
ISBN: 9780814431832 / Angielski / Miękka / 208 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. The Customer Service Survival Kit explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will...
The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned...
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cena:
73,17 |
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Virtanza: The Art and Science of Successful Selling for the Business-to-Business Sales Professional
ISBN: 9781477271995 / Angielski / Twarda / 108 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. VIR-TAN-ZA (vur-TAHN-z ) n. neologism, a newly coined term] 1. A condition, state, or attitude of truth, financial success, and customer loyalty among business-to-business sales professionals. 2. Courage in the face of adverse business cycles or uncommon challenges. 3. Commitment to the highest degree of preparedness in business dealings resulting in outstanding professional and personal achievement. 4. A process for creating exceptional solutions to sales challenges, exceeding a customer's expectations. From Latin vir, "strength, heroic courage," veritas, "truth," and bonus, "a great good,...
VIR-TAN-ZA (vur-TAHN-z ) n. neologism, a newly coined term] 1. A condition, state, or attitude of truth, financial success, and customer loyalty amon...
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cena:
110,01 |
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Virtanza: The Art and Science of Successful Selling for the Business-to-Business Sales Professional
ISBN: 9781477272008 / Angielski / Miękka / 108 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. VIR-TAN-ZA (vur-TAHN-z ) n. neologism, a newly coined term] 1. A condition, state, or attitude of truth, financial success, and customer loyalty among business-to-business sales professionals. 2. Courage in the face of adverse business cycles or uncommon challenges. 3. Commitment to the highest degree of preparedness in business dealings resulting in outstanding professional and personal achievement. 4. A process for creating exceptional solutions to sales challenges, exceeding a customer's expectations. From Latin vir, "strength, heroic courage," veritas, "truth," and bonus, "a great good,...
VIR-TAN-ZA (vur-TAHN-z ) n. neologism, a newly coined term] 1. A condition, state, or attitude of truth, financial success, and customer loyalty amon...
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cena:
68,55 |
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