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Creating Customer Value Through Strategic Marketing Planning: A Management Approach
ISBN: 9780792372721 / Angielski / Twarda / 152 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Creating and delivering superior customer value is essential for organizations operating in today's competitive environment. This applies to virtually any kind of organization. It requires a profound understanding of the value creation opportunities in the marketplace, choosing what unique value to create for which customers, and to deliver that value in an effective and efficient way. Strategic marketing management helps to execute this process successfully and to achieving sustainable competitive advantage in the market place.
Creating Customer Value Through Strategic Marketing... Creating and delivering superior customer value is essential for organizations operating in today's competitive environment. This applies to virtually...
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cena:
403,47 zł |
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Service Quality: New Directions in Theory and Practice
ISBN: 9780803949201 / Angielski / Miękka / 294 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.
In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth o...
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cena:
408,89 zł |
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Manager's Guide to Excellence in Public Relations and Communication Management
ISBN: 9780805818109 / Angielski / Miękka / 270 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. This book reports findings of a three-nation study of public relations and communication management sponsored by the International Association of Business Communicators (IABC) Research Foundation. The Excellence Study provides communication managers and public relations practitioners with information critical to their own professional growth, and supplies organizations with tools that help them communicate more effectively and build beneficial relations with key publics. Communication excellence is a powerful idea of sweeping scope that applies to all organizations -- large or small -- that...
This book reports findings of a three-nation study of public relations and communication management sponsored by the International Association of Busi...
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cena:
238,48 zł |
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How to Mind-Read Your Customers: Using Insights from Psychology to Increase Sales and Develop Better Business Relationships
ISBN: 9780814405994 / Angielski / Miękka / 224 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. "What's the most important factor in becoming a successful salesperson? Is it ambition and drive? Maybe it's enthusiasm. Or, maybe, success in sales just boils down to good old-fashioned hard work. While all of these things no doubt contribute to sales success, the real key, according to David Snyder, is understanding and knowing how to read different personality types--including one's own. How to Mind-Read Your Customers, which is based on Snyder's popular seminar, shows readers how to use the principles of behavioral psychology (made easy and accessible) to master the art and science of...
"What's the most important factor in becoming a successful salesperson? Is it ambition and drive? Maybe it's enthusiasm. Or, maybe, success in sales j...
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cena:
72,98 zł |
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Knock Your Socks Off Service Recovery
ISBN: 9780814470848 / Angielski / Miękka / 224 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. "Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again But these mad-as-hell customers can be wooed back through skillful, planned ""service recovery."" And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers--and are a source of continuing business for years to come. Building on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers... "Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and ... |
cena:
72,98 zł |
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Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
ISBN: 9780814471715 / Angielski / Miękka / 208 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way
All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results.
By quantifying and examining each... Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way
All businesses have customers, but how many of... |
cena:
72,98 zł |
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Award-Winning Customer Service: 101 Ways to Guarantee Great Performance
ISBN: 9780814474549 / Angielski / Miękka / 232 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company's reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed. "Award-Winning Customer Service "offers scores of quick tips for readers looking to improve and then maintain their company's level of customer service. The book is chock full of practical advice on important topics such as: * planning... Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. C... |
cena:
76,82 zł |
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Great Customer Service on the Telephone
ISBN: 9780814477953 / Angielski / Miękka / 96 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to secretary -- how to treat it as a service tool that directly impacts on company profits. Readers will be able to double their effectiveness when they learn how to: * handle irate customers * end those ""endless"" calls * take meaningful messages * handle conference calls and transfer calls * screen calls and ask focused questions * use...
First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer...
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cena:
49,92 zł |
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Excuses, Excuses, Excuses: For Not Delivering Excellent Customer Service --- And What Should Happen!
ISBN: 9780874256147 / Angielski / Miękka / 118 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Sick of hearing your customer service staff say: My computer is down, It's lunch time, I haven't gotten to it yet, etc. etc.. This book is an encyclopedia of what your service staff should say and do, instead. Ideal as a service coaching resource, this book provides a quick and easy solution that will improve customer perceptions about your organization and its service staff.
Sick of hearing your customer service staff say: My computer is down, It's lunch time, I haven't gotten to it yet, etc. etc.. This book is an encyclop...
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cena:
60,32 zł |
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How to Kick Your Customer Service Up a Notch: 101 Insider Tips
ISBN: 9780977236015 / Angielski / Miękka / 150 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Rosanne Daa -Ausilio, Ph.D., is revealing the secrets aa - the secrets about stellar customer service. She knows great customer relationships begin with people, process, and technology. But Rosanne divulges the details, too aa - the insider tips you need to know to vault your customer service up a notch and give your organization the edge over the competition. Rosanne has spent her career looking at the call center industry. When she speaks, her words carry wisdom and value. Her comments are clear and practical. And you get her best 101 tips from aa -EOne Question for Your Customeraa -A to aa...
Rosanne Daa -Ausilio, Ph.D., is revealing the secrets aa - the secrets about stellar customer service. She knows great customer relationships begin wi...
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cena:
184,98 zł |
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A Fresh Approach 2 Excellent Customer Service: You're the Doctor. . . So Fix the Problem!
ISBN: 9780979075902 / Angielski / Miękka / 156 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. |
cena:
49,92 zł |
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Call Centres and Human Resource Management: A Cross-National Perspective
ISBN: 9781403913043 / Angielski / Twarda / 295 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.
This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. ...
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cena:
403,47 zł |
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Revolutionize Your Customer Experience
ISBN: 9781403936035 / Angielski / Twarda / 220 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies for implementation. As predicted the customer experience has become the next competitive battleground. The current book will explore the subject in more depth with new research and best practice and show companies and organizations how to identify where they are and how to revolutionize their customer experience.
In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience toge...
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cena:
242,07 zł |
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Just Looking Thanks!: The Straight-Forward Guide to Creating Brilliant Customer Service
ISBN: 9781412094139 / Angielski / Miękka / 100 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The way a person feels does effect how they behave which in turn effects the results they acheive. "You Are The Difference" works because not only does it help people to think differently about the customer it also help them to think differently about themselves and the service they give.
When the skills and techniques within this book are used on the shop floor everyone wins. The business wins because the level of service and customer conversion is increased resulting in happier customers and greater sales. The store manager wins because they are able to lead, motivate and coach the... The way a person feels does effect how they behave which in turn effects the results they acheive. "You Are The Difference" works because not only doe...
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cena:
49,77 zł |
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Service Leadership: The Quest for Competitive Advantage
ISBN: 9781412913751 / Angielski / Miękka / 336 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies-not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to...
The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies-not just for survival but for a true sear...
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cena:
769,11 zł |
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So You've Networked - Now What?: A Guide for Gaining and Retaining Clients
ISBN: 9781414001159 / Angielski / Miękka / 144 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. |
cena:
70,89 zł |
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Story Selling in the Connected Economy: Build Trust and Retain Customers for Life
ISBN: 9781418451080 / Angielski / Miękka / 148 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. |
cena:
70,89 zł |
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Story Selling in the Connected Economy: Build Trust and Retain Customers for Life
ISBN: 9781418470715 / Angielski / Twarda / 148 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. |
cena:
114,10 zł |
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When Retail Customers Count
ISBN: 9781420824759 / Angielski / Miękka / 308 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. |
cena:
136,96 zł |
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When Retail Customers Count
ISBN: 9781420824766 / Angielski / Twarda / 292 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. |
cena:
182,70 zł |
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