by
Strouse, Karen G.
Call Number
384.0430688 22
Publication Date
2004
Summary
Annotation "Offering a strategy based on customer-centered marketing, this resource helps professionals assess their company's market potential and target desirable segments successfully. Readers gain practical insight in evaluating their present customer base and learn the best ways to adjust their marketing strategies to eliminate unprofitable customers and attract high-value replacements. Moreover, the book helps planners and managers become attuned to customer demand and presents a service portfolio with a high potential for success."--BOOK JACKET. Title Summary field provided by Blackwell North America, Inc. All Rights Reserved.
Format:
Electronic Resources
Relevance:
134465.2031
by
Bell, Chip R.
Call Number
658.8343
Publication Date
2020
Format:
Electronic Resources
Relevance:
101654.5469
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by
Mellouk, Abdelhamid.
Call Number
658.812
Publication Date
2014
Summary
The main objective of the book is to present state-of-the-art research results and experience reports in the area of quality monitoring for customer experience management, addressing topics which are currently important, such as service-aware future Internet architecture for Quality of Experience (QoE) management on multimedia applications. In recent years, multimedia applications and services have experienced a sudden growth. Today, video display is not limited to the traditional areas of movies and television on TV sets, but these applications are accessed in different environments, with
Format:
Electronic Resources
Relevance:
98211.3594
by
Heapy, Joe.
Call Number
658.812
Publication Date
2018
Summary
Transform your company's value proposition by using design thinking to instigate organisational change and creating winning services with this actionable guide.
Format:
Electronic Resources
Relevance:
98210.8594
by
Tomsen, Mai-lan.
Call Number
658.84 21
Publication Date
2003
Summary
Through either direct exposure or media coverage of the online world, consumers have built certain expectations around interactivity. Activities like email, chat, and web browsing reinforce popular understanding how people use electronic devices to 'talk', 'find' and 'see' what's happening in the world around them. Reaching The Interactive Customer describes how these consumer expectations of interactivity impact and shape the new generations of 'connected' personal electronics. Reaching the Interactive Customer provides critical information for business professionals who want to understand a 'connected world', linking businesses, customers, and service providers. It describes how the audience for interactive services has evolved and what that audience is looking for in consumer devices. This book also appeals to anyone who works on or is interested in Web-based technology because it paints a clear picture of how interactivity is evolving from the Internet to the next generation of interactivity with phones and televisions.
Format:
Electronic Resources
Relevance:
92250.7734
by
Publishing, BusinessNews.
Call Number
658.812
Publication Date
2014
Summary
This work offers a summary of the book "MOMENTS OF TRUTH: New Strategies for Today's Customer-Driven Economy" by Jan Carlzon.A company is defined in the minds of its customers as the composite total of every moment of truth - those short periods when the customer interacts with the company or one of its employees. According to Jan Carlzon, former President and CEO of the Scandinavian Airlines Group, the best approach to delivering consistently high-quality moments of truth lies in building a customer-driven company. In Moments of Truth, Carlzon explains the six essential characteristics of th
Format:
Electronic Resources
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4.6148
7.
by
Christ-Brendemühl, Sonja, author.
Call Number
658.812 CHR
Publication Date
2022
Format:
Electronic Resources
Relevance:
4.3977
by
Hunt, Brian.
Call Number
658.812
Publication Date
2014
Summary
Service: Definitions and AttributesToward a Definition of ServiceFundamentals of a Service EncounterKey Components of ServiceService and Service ManagementTransfer of OwnershipService Requires an Immediate UserService Processes Differ from Manufacturing ProcessesManufacture and Delivery of Products Are Separatedby Time and Space Service Provision Is Personal and ImmediateService Is Emotional Service and TrustEndnotesService and Moments of Truth Service and the Moment of Truth Service as Serial Moment
Format:
Electronic Resources
Relevance:
4.3878
by
Kandampully, Jay.
Call Number
XX(155928.1)
Publication Date
2010
Format:
Electronic Resources
Relevance:
4.3598
by
Sewell, Carl.
Call Number
658.812
Publication Date
2009
Format:
Electronic Resources
Relevance:
4.3190
11.
by
Hudson, Simon
Call Number
647.94068 HUD
Publication Date
2012
Summary
Provides the 'whys' and 'hows'of customer service. Easy to read, very current, and full of references to all the latest research. Chapters cover financial and behavioural consequences of customer service, consumer trends, developing and maintaining a service culture, managing service encounters, CRM and much more.
Format:
Electronic Resources
Relevance:
4.3181
by
Sigala, Marianna.
Call Number
658.812
Publication Date
2015
Summary
The Naples Forum on Service is a biennial research conference. The three past forums have been characterized by original and stimulating discussions upon the forum themes with the three scientific pillars represented by Service Dominant logic, Network & Systems Theory and Service Science (look for updates at www.naplesforumonservice.it). The environment, the organization and forum settings have been designed to favor co-creation and to foster concrete debate upon service advances in a rigorous but creative manner. The Naples Forum on Service spirit has been granted attention worldwide and the
Format:
Electronic Resources
Relevance:
4.1221
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