Kategoria BISAC: Business & Economics >> Customer Relations

Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space.

How did Cleveland Clinic turn itself around so effectively and so quickly?

More important, how can you do the same with your organization?

In...

Bring Disney-level customer experience to your organization with insider guidance

The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience --- the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization. Based on the I. C.A.R.E. model, the five principles --...

The Wallet Allocation Rule is a revolutionary, definitive guide for winning the battle for share of customers' hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan Management Review, this landmark book introduces a new and rigorously tested approach--the Wallet Allocation Rule--that is proven to link to the most important measure of customer loyalty: share of wallet.

Companies currently spend billions of dollars each year measuring and...

Modern consumers are being bombarded with information from every angle. They can't absorb it all and, consequently, tune-out large portions of the information. Therefore, in order to gain their full attention, firms must find ways to surprise them during transactions. They must spawn mental script deviations for them. Research indicates that these script deviations can cement their loyalty. Therefore, Surprise The Secret to Customer Loyalty in the Service Sector details how to create a surprise culture in a service firm. Any owner or manager competing in one of the many service sectors...

A Customer Experience Roadmap to Transform Your Business and Culture

Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.

And it will take years off your learning curve.

Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model...

The internet has revolutionized the way brands interact with their customers. In order to gain customers attention and improve their engagement, companies need to provide personalization and become a trusted source of information.

"Stickier Marketing" offers a set of rules for effective communications in the digital age by asking not what your marketing can do for you, but what your marketing can do for your customer. Grant Leboff argues that it is not "return on investment" that matters but "return on engagement," not unique sales point (or USP), but customer engagement point (CEP),...

Evidence clearly shows that organizations focusing on all stakeholders are far more successful in the long term than those driven only by maximizing shareholders return. Today's economy demands businesses that create value, not only for shareholders but also for customers, employees and society as a whole. Doing so will help prevent organizations from drifting out of control and undergoing unpredictable fluctuations in value. This book shows how to create and deliver sustainable and measurable value through an organization. Creating Lasting Value illustrates how to achieve lasting...

Satellite marketing uses multiple social media sites as a series of marketing sub-stations or "satellites." Each satellite is a stand-alone marketing effort, which means that if and when your prospects are engaged, they are being introduced to your brand, your product and services, and your community of users. Prospects presented with a call to action through satellite marketing are more likely to act because they are actively engaged with your message.

Identifying opportunities for social media within integrated marketing communications, Satellite Marketing outlines a...

The Future of Physical Therapy . . . Today, physical therapists have an identity crisis. While consumers understand what a dentist, plumber, electrician, or massage therapist does, they cannot easily describe a physical therapist. We need to brand ourselves like Starbucks, Dunkin' Donuts, and Apple. The physical therapy experience must be transformed with a branded platform to create standardization and consistency in the outpatient arena. This book, which outlines The Best Therapy Experience(R), provides physical therapists with proven concepts and methods to disrupt the industry and...