Service Excellence : Creating Customer Experiences that Build Relationships.

ISBN:

9781631573729

Title:

Author:

Bolton, Ruth N.

Personal Author:

Bolton, Ruth N.

Physical Description:

1 online resource (218 pages)

Contents:

Cover -- Contents -- Acknowledgments -- Chapter 1: A Service-Centered View of the Customer Experience -- Chapter 2: New Challenges: Technology and New Media -- Chapter 3: Customer Participation and Its Implications for Managing Demandand Supply -- Chapter 4: The Building Blocks of the Customer Experience -- Chapter 5: Managing Customer Relationships to Achieve Growth and Profitability -- Chapter 6: Customer-Focused Innovation -- Chapter 7: Service Design and Multichannel Management -- Chapter 8: Managing Partners, People, and Physical Evidence -- Chapter 9: Globalization: Learning to Tailor the Customer Experience to New Markets -- References -- Index -- Adpage -- Backcover.

Local Note:

Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2017. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.

Subject Term:

Customer services.

Format:

Electronic Resources

Electronic Access:

Click here to view book

Publication Date:

2016

Publication Information:

New York :

Business Expert Press,

2016.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.81200000000001	1:E-BOOK	1	1:ON-DEMAND	Searching... Unknown

Bound With These Titles

On Order

Summary

The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.