by
Magnini, Vincent P.
Call Number
658.812
Publication Date
2014
Summary
Modern consumers are being bombarded with in-formation from every angle. They can't handle it and, consequently, tune out large portions of the information. Consumers, therefore, often enter service transactions with predetermined men-tal scripts regarding how they predict the trans-actions will transpire and are not paying close attention. In order to gain their full attention, firms must find ways to surprise consumers dur-ing transactions; that is, firms must spawn mental script deviations for them. Research indicates that these script deviations can cement consumer loyalty. This boo
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Electronic Resources
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0.0598
by
Duha, Olivier.
Call Number
658.812
Publication Date
2024
Summary
Maximize customer satisfaction by transforming your customer relations into a key strategic resource, learning how to effectively utilize technology as well as the human touch to create a winning customer experience.
Format:
Electronic Resources
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0.0539
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by
Eliason, Frank.
Call Number
658.812
Publication Date
2012
Summary
A guide to refocusing your business on those who matter most: customers and employees. Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it.Explains how to create a culture of empowered employees who understand the value of a great customer experienceAdvises on the need to communicate that experience to their customers and potential customersFrank Eliason, recognized by BusinessWeek as the 'most famous customer service manager in the US, possibly in the world,' has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships At Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization.
Format:
Electronic Resources
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0.0432
by
Osterwalder, Alexander.
Call Number
658.812
Publication Date
2015
Summary
The authors of the international bestseller Business ModelGeneration explain how to create value propositions customerscan't resist Value Proposition Design helps you tackle a corechallenge of every business - creating compelling productsand services customers want to buy. This practical book, pairedwith its online companion, will teach you the processes and toolsyou need to succeed. Using the same stunning visual format as the authors'global bestseller, Business Model Generation, this sequel explainshow to use the "Value Proposition Canvas" a practicaltool to design, test, create, and mana
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Electronic Resources
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0.0408
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