by
Piercy, Nigel.
Call Number
658.812 22
Publication Date
2009
Summary
A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where it meets its customers. This book aims to provide insights into how this revolution is unfolding and to provide a framework for executives and management students to address the issues involved. - ;A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where it meets its customers. Traditional concepts of sales management, account management, and customer service are being overtaken by initiatives like customer business develop.
Format:
Electronic Resources
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49105.1680
by
Pine, B. Joseph
Call Number
658.56 PIN
Publication Date
1999
Summary
With The Experience Economy, Pine & Gilmore explore how successful companies - using goods as props and services as the stage - create experiences that engage customers in an inherently personal way. Why does a cup of coffee cost more at a trendy cafe than it does at the corner diner or when brewed at home? It's the value that the experience holds for the individual that determines the worth of the offering and the work of the business. From online communities to airport parking, the authors draw from a rich and varied mix of examples that showcase businesses in the midst of creating engaging experiences for both consumers and corporate customers. Make no mistake, say Pine & Gilmore: goods and services are no longer enough. Experiences are the foundation for future economic growth, and The Experience Economy is the playbook from which managers can begin to direct new performances.
Format:
Books
Table of contents http://lcweb.loc.gov/catdir/toc/98-33202.html
Publisher description http://www.loc.gov/catdir/enhancements/fy1311/98033202-d.html
Publisher description http://www.loc.gov/catdir/enhancements/fy1311/98033202-d.html
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1.5415
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3.
by
Christ-Brendemühl, Sonja, author.
Call Number
658.812 CHR
Publication Date
2022
Format:
Electronic Resources
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1.3485
by
Toporek, Adam
Call Number
658.812 TOP
Publication Date
2015
Summary
On the front lines of customer service, every day presents new and unexpected challenges-and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help.Be Your Customer's Hero answers the call. The book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve.
Format:
Electronic Resources
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1.3158
by
Video Education Australasia.
Call Number
TR DVD 658.3145 DEA
Publication Date
2004
Summary
Explains how to deal with difficult customers. Various role plays are included and interviews with professionals in the customer service industry.
Format:
Other
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1.2357
by
Pine, B. Joseph, author.
Call Number
658.56 PIN
Publication Date
2011
Summary
In 1999, Joseph Pine and James Gilmore offered this idea to readers as a new way to think about connecting with customers and securing their loyalty. As a result, their book The Experience Economy is now a classic, embraced by readers and companies worldwide and read in more than a dozen languages. And though the world has changed in many ways since then, the way to a customer's heart has not. In fact, the idea of staging experiences to leave a memorableand lucrativeimpression is now more relevant than ever. With an ongoing torrent of brands attacking consumers from all sides, how do you make yours stand out? Welcome to the new Experience Economy. With this fully updated edition of the book, Pine and Gilmore make an even stronger case that experience is the missing link between a company and its potential audience. It offers new rich examplesincluding the U.S. Army, Heineken Experience, Autostadt, Vinopolis, American Girl Place, and othersto show fresh approaches to scripting and staging compelling experiences, while staying true to the very real economic conditions of the day.
Format:
Electronic Resources
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0.9678
by
Pine, B. Joseph, author.
Call Number
658.56 PIN
Publication Date
2011
Summary
More than ten years ago, the seminal book on experience innovation by Joe Pine and Jim Gilmore explored how savvy companies excel by offering compelling experiences for customers - resulting not only on consumer allegiance, but also a more profitable bottom line. And though the world has changed in many ways since then, the way to a customer's heart has not. In fact, the idea of staging experiences to leave a memorable--and lucrative--impression is now more relevant than ever. With an ongoing torrent of brands attacking consumers from all sides, how do you make yours stand out? Welcome to the new Experience Economy. With this fully updated edition of the book, Pine and Gilmore make an even stronger case that experience is the missing link between a company and its potential audience. It offers new rich examples--including the U.S. Army, Heineken Experience, Autostadt, Vinopolis, American Girl Place, and others-to show fresh approaches to scripting and staging compelling experiences, while staying true to the very real economic conditions of the day.
Format:
Books
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0.9553
by
Michelli, Joseph A., 1960-
Call Number
658.4092 MIC
Publication Date
2008
Summary
"The New Gold Standard takes you on an exclusive tour behind the scenes of the Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and award-winning Leadership Center, best-selling author Joseph Michelli explored every level of leadership within the organization. He emerged with key principles that provide a customer experience unlike any other." "The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization."--BOOK JACKET.
Format:
Books
Relevance:
0.6075
by
Zemke, Ron.
Call Number
658.812 21
Publication Date
2003
Format:
Electronic Resources
Relevance:
0.1066
by
Lucas, Robert W.
Call Number
658.812 21
Publication Date
2001
Summary
Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with custom.
Format:
Electronic Resources
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0.0772
by
Heskett, James L.
Call Number
658.812 SER
Publication Date
1997
Summary
"Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors show how managers employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity."--BOOK JACKET.
Format:
Books
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0.0635
by
Bell, Chip R.
Call Number
658.812 BEL
Publication Date
2013
Summary
The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas.
Format:
Electronic Resources
Relevance:
0.0539
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