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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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1.3074
by
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CUSTOMER: New Rules for Winning in a Time-Starved, Always-Connected Economy" by ADRIAN C. OTT."Time is money" is an outdated concept; time is now, according to Adrian C. Ott, far more important than money when consumers make decisions.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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1.1473
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by
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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Electronic Resources
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0.9039
by
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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