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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
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Publishing, BusinessNews.
Call Number
658.56
Publication Date
2014
Summary
This work offers a summary of the book "THE EXPERIENCE ECONOMY: Work is Theatre and Every Business a Stage B." by JOSEPH PINE II and JAMES GILMORE.Every business is based on what they choose to charge money for. Therefore, the most important question to every business should be: "what do my customers value the most?". This isn't always easy to answer, but when you do, you will know which areas to focus on, and crucially, where to add value. Many of your customers will pay more money for a premium product. In fact, if you get your added value (i.e. "experience") right, customers will even pay
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Publishing, BusinessNews.
Call Number
658.812
Publication Date
2014
Summary
This work offers a summary of the book "THE 24-HOUR CUSTOMER: New Rules for Winning in a Time-Starved, Always-Connected Economy" by ADRIAN C. OTT."Time is money" is an outdated concept; time is now, according to Adrian C. Ott, far more important than money when consumers make decisions. People don't want to spend their time on boring, repetitive tasks and companies who want to get ahead will realise the importance of this Time-Value tradeoff - is this product worth my time? - and act accordingly. Value > Price + Customer Time Investment is a formula all businesses should become familiar with.
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3.1230
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Publishing, BusinessNews.
Call Number
658.871
Publication Date
2014
Summary
This work offers a summary in English of the book "THE NORDSTROM WAY: The Inside America's #1 Customer Service Company" by Robert Spector and Patrick McCarthy.The Nordstrom Way focuses on doing whatever it takes to create a satisfied customer. The underlying philosophy and culture of the Nordstrom Way is disarmingly simple: Use your own initiative to provide customers with exceptional levels of service. You'll never be criticized for doing too much for a customer, only for doing too little. If you're ever in doubt, err on the side of doing too much rather than too little.Robert Spector and Pa
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2.3651
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Publishing, BusinessNews.
Call Number
658.81202854678
Publication Date
2013
Summary
This work offers a summary of the book "CUSTOMERS.COM - How To Create A Profitable Business Strategy For The Internet And Beyond by Patricia B. Seybold".Your existing customers hold the key to developing and implementing a successful e-commerce strategy.Get alongside your customers and find out exactly what they need -- what you can do for them to enhance the quality of their lives. Then figure out how to deliver your products and/or services effectively and efficiently. Develop ways to make doing business with your company direct and straightforward. Incorporate the new communications techno
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Electronic Resources
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2.3363
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Publishing, BusinessNews.
Call Number
658.812
Publication Date
2014
Summary
Complete summary of Richard C. Whiteley's book: "The Customer Driven Company: Moving from Talk to Action". This summary of the ideas from Richard C. Whiteley's book "The Customer Driven Company" shows that customer satisfaction is the key to a long-term, successful business. In his book, the author explains the seven fundamentals of a customer driven business. Successful companies will create a consumer vision, treat their feedback seriously and learn from others who deal with customers well. They will create a culture where every employee is interested in customer satisfaction and eliminate any procedure that hampers consumerâs gratification. Good businesses will not only say they care about their customers, they will show it. This summary is a must-read for any leader who wants to start focusing on customers and reaping the rewards. Added-value of this summary: ⢠Save time ⢠Understand key concepts ⢠Expand your knowledge To learn more, read "The Customer Driven Company" and discover the key to success in today's competitive economy.
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Electronic Resources
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2.3264
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Publishing, BusinessNews.
Call Number
658.102093774
Publication Date
2014
Summary
Complete summary of Robert B. Tucker's book: "Managing the Future". This summary of the ideas from Robert B. Tucker's book "Managing the Future" shows how no business can afford to rest on its laurels and successes of the past. If thereâs one hallmark of long-term companies, itâs the ability to manage the future as well as the present. In his book, the author demonstrates how great companies do this and presents three strategies used by them which you can adapt and implement. This summary provides the key to constantly re-assessing your business in order to ensure future success. Added-value of this summary: ⢠Save time ⢠Understand key concepts ⢠Expand your business knowledge To learn more, read "Managing the Future" and discover how you can manage the unpredictability of the future through systematic awareness and customer focus.
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Electronic Resources
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2.3022
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Publishing, BusinessNews.
Call Number
658.120934589
Publication Date
2013
Summary
Complete summary of Curtis Carlson and William Wilmot's book: "Innovation: The Five Disciplines for Creating What Customers Want". This summary of the ideas from Curtis Carlson and William Wilmot's book "Innovation" shows that the starting point for innovation is not a new idea, but the answer to three fundamental questions on your customer and what you are offering. In their book, the authors explain these questions and the five principles that you can use to answer them in the best way possible. This summary also explores the best way to implement innovation and how to form the innovation team. Added-value of this summary: ⢠Save time ⢠Understand key concepts ⢠Expand your knowledge To learn more, read "Innovation" and discover the key to implementing innovation and making it work to your company's advantage.
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2.0185
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Publishing, BusinessNews.
Call Number
658.100298345
Publication Date
2014
Summary
Complete summary of Philip Kotler, Hermawan Kartajaya and Iwan Setiawan's book: "Marketing 3.0: From Products to Customers to the Human Spirit". This summary of the ideas from Philip Kotler, Hermawan Kartajaya and Iwan Setiawan's book "Marketing 3.0" charts the movements of marketing strategies and suggests how businesses should market today. In their book, the authors explain the evolution of marketing approaches in detail and the benefits that each of them brought. This summary also shows how we are currently moving from marketing 2.0 to 3.0: every company who wants to market effectively needs to understand that customers want to buy from companies who deal with issues which impact on all humans, such as sustainability and global warming. Added-value of this summary: ⢠Save time ⢠Understand key concepts ⢠Expand your marketing knowledge To learn more, read "Marketing 3.0" and discover the key to choosing your marketing approach and communicating with your customers.
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Electronic Resources
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2.0150
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Publishing, BusinessNews.
Call Number
658.10209345
Publication Date
2014
Summary
Complete summary of John Hagel III and Marc Singer's book: "Net Worth: Shaping Markets When Customers Make the Rules". This summary of the ideas from John Hagel III and Marc Singer's book "Net Worth" shows that, until now, big businesses have held the upper hand in the gathering of information about consumers. These companies have, in turn, generated sizable revenues through selling this information on to other third parties â telemarketers, database marketers and direct marketing companies. In their book, the authors explain how the advent of a digital network in the form of the Internet shifts the balance of power back to the consumer. For the first time in history, the consumer will be able to hire an agent â in the form of an ââinformation intermediaryââ or an ââinfomediaryââ â to manage the collection and sale of personal information. This summary demonstrates the future consequences of this change and the key advantages it presents for customers. Added-value of this summary: ⢠Save time ⢠Understand key concepts ⢠Expand your knowledge To learn more, read "Net Worth" and gain a valuable insight into the development of e-commerce.
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Electronic Resources
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2.0078
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Publishing, BusinessNews.
Call Number
658.8658.872
Publication Date
2013
Summary
This work offers a summary of the book "FLIP THE FUNNEL: How to Use Existing Customers to Gain New Ones" by Joseph Jaffe. Using the traditional sales funnel, businesses worldwide spend billions on acquiring new customers - advertise widely to create awareness and then follow up with those that show interest to hopefully stoke their desire for what's on offer. Then, when the time is right, you make them an irresistible offer to get them to take action and buy. Money goes in one end of the funnel and satisfied customers hopefully come out the other end. What if you were to flip that funnel over? What would be the result if instead of spending all that money trying to acquire new customers, you instead spent that same money on making the customers you already have happier by providing them with a superior customer experience? In this wellwritten book, Joseph Jaffe learns how to grow the customer base from the inside out. An eyeopening book about customer loyalty and retention.
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Electronic Resources
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2.0066
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Publishing, BusinessNews.
Call Number
658.100298345
Publication Date
2014
Summary
This work offers a summary of the book: "Uncommon Service: How to Win by Putting Customers at the Core of Your Business" by Frances Frei's and Anne Morris.Summary of the ideas in Frances Frei's and Anne Morris' book: "Uncommon Service" explains that it's not enough to demand that employees deliver a great service. In other words, it is indispensable to design a business model so that all employees deliver excellent service as an every day occurrence. This summary provides a guideline in 5 steps to establish the cornerstones for delivering uncommon service on an ongoing basis.1. Service offeri
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