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
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
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3.
by
Christ-Brendemühl, Sonja, author.
Call Number
658.812 CHR
Publication Date
2022
Format:
Electronic Resources
Relevance:
4.3977
4.
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
Zemke, Ron.
Call Number
658.81207 22
Publication Date
2001
Summary
Create a service advantage with the help of customer service guru Ron Zemke. In practical, easy-to-follow steps, learn trusted techniques and positive approaches that will inspire you to believe in the value of customer care and give you the skills and style to deliver it. This book takes these winning concepts to a new level with interactive features that enable you to turn the Knock Your Socks Off Service advantage to a competitive advantage in your own workplace. You will learn how to: See things from the customer's point of view Meet customer expectations and satisfy their needs Create.
Format:
Electronic Resources
Relevance:
3.9405
by
Firth, Miriam.
Call Number
338.4791 FIR
Publication Date
2020
Summary
This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. It hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. Each chapter includes learning objectives, questions and summaries.
Format:
Electronic Resources
Relevance:
3.9010
by
Cai, Liping A., editor.
Call Number
658.812 QUA
Publication Date
2018
Summary
This book offers conceptual discourse, empirical evidence, application of existing and emerging theories, and implication of practical findings. It discusses the perspectives of both providers and recipients of quality services across a wide spectrum of hospitality and tourism sectors.
Format:
Electronic Resources
Relevance:
3.8664
by
Machado, Ricardo, author.
Call Number
658.812 MAC
Publication Date
2015
Summary
In today's globalised and digital world, consumers can move from one retailer to the next across the world at the click of a button. Online access and social media mean that consumers are more market savvy, more informed and more discerning than ever before. What brings them back is an enhanced shopping experience, and key to this is good customer service. More and more marketers are focusing on retaining their customer base or trying to erode their competitor's customer base through better customer service. After all, happy customers are repeat customers and become advocates for the business.
Format:
Electronic Resources
Relevance:
3.4030
by
Finch, Lloyd C.
Call Number
658.812 22
Publication Date
2009
Format:
Electronic Resources
Relevance:
3.3125
10.
by
Garber, Peter R.
Call Number
658.812 21
Publication Date
2007
Format:
Electronic Resources
Relevance:
3.2798
by
Zemke, Ron.
Call Number
658.812 21
Publication Date
2003
Format:
Electronic Resources
Relevance:
3.2797
by
Morgan, Rebecca L.
Call Number
658.812 22
Publication Date
2009
Format:
Electronic Resources
Relevance:
3.2506
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