by
Kandampully, Jay.
Call Number
658.87
Publication Date
2011
Summary
This book examines critical service-management concepts that have direct application in the retail industry. Case examples from around the world show how to gain customer loyalty, achieve market leadership, and ensure profitability in the retail sector.
Format:
Electronic Resources
Relevance:
71877.8672
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
Relevance:
49105.1680
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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
Relevance:
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
Relevance:
0.9553
by
Clayton.
Call Number
658.4063
Publication Date
2012
Format:
Electronic Resources
Relevance:
0.9552
by
Fischer, Thomas.
Call Number
658.4012
Publication Date
2012
Summary
A thorough overview of the strategies available for value creation through service business development.
Format:
Electronic Resources
Relevance:
0.8810
by
Van Der Wagen, Merilynn Van Der.
Call Number
658.812
Publication Date
2012
Summary
Customer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainer's toolkit. Concepts such as: emotional intelligence behaviour modification role modelling dimensions of procedure and conviviality expectancy theory socio-cultural concepts of (service) community customer service as dynamic 'object' in activity theory Zen
Format:
Electronic Resources
Relevance:
0.7995
by
Owton, Avril.
Call Number
658.812
Publication Date
2011
Summary
The Business on a Shoestring series helps small business owners grow their business imaginatively, effectively and without spending a fortune. Aimed at entrepreneurs with plenty of vision and commitment but not a lot of cash, each book is packed with ideas that really work, real-life examples, step-by-step advice and sources of further information. Your relationship with your customers is probably one of the most important you'll ever have. No business can survive without them, but reaching customers in the first place is a big challenge for small companies. This revised edition offers invalua
Format:
Electronic Resources
Relevance:
0.6536
by
Donnelly, Ray.
Call Number
658.812
Publication Date
2012
Summary
Designed specifically with revision in mind, the CIM Revision Cards provide concise, yet fundamental information to assist students in passing the CIM exams as easily as possible. A clear, carefully structured layout aids the learning process and ensures the key points are covered in a succinct and accessible manner. The compact, spiral bound format enables the cards to be carried around easily, the content therefore always being on hand, making them invaluable resources no matter where you are. Features such as diagrams and bulleted lists are used throughout to ensure the key points a
Format:
Electronic Resources
Relevance:
0.0615
by
Chesbrough, Henry.
Call Number
658.4063
Publication Date
2010
Summary
The father of ""open innovation"" is back with his most significant book yet. Henry Chesbrough's acclaimed book Open Innovation described a new paradigm for management in the 21st century. Open Services Innovation offers a new approach that demonstrates how open innovation combined with a services approach to business is an effective and powerful way to grow and compete in our increasingly services-driven economy. Chesbrough shows how companies in any industry can make the critical shift from product- to service-centric thinking, from closed to open innovation where co-creating w
Format:
Electronic Resources
Relevance:
0.0615
by
Institute of Leadership & Mana, Institute of Leadership &.
Call Number
658.812
Publication Date
2012
Summary
Super series are a set of workbooks to accompany the flexible learning programme specifically designed and developed by the Institute of Leadership & Management (ILM) to support their Level 3 Certificate in First Line Management. The learning content is also closely aligned to the Level 3 S/NVQ in Management. The series consists of 35 workbooks. Each book will map on to a course unit (35 books/units).
Format:
Electronic Resources
Relevance:
0.0598
by
Friedman, Harry J.
Call Number
658.85
Publication Date
2012
Summary
Secrets of the trade from the master of retail selling and sales training No Thanks, I'm Just Looking gives anyone the inside scoop on how to skyrocket their selling career with a system of easy-to-learn practical money-making steps. By saving countless hours of trial-and-error experience, readers will be able to focus on the things that really work. Considered to be retail guru Harry J. Friedman's personal collection of proven selling techniques, No Thanks, I'm Just Looking includes all the tips and humorous anecdotes that have made him retail's most sought-after consultant. No Thanks, I'm Just Looking delivers the tricks of the trade from an international retail authority. Author is the most heavily attended speaker on retail selling and operational management in the world These groundbreaking high-performance training systems have been used by more than 500,000 retailers, from small independents to the likes of Neiman Marcus, Cartier, Billabong, La-Z-Boy and Godiva, to routinely deliver more sales Friedman created the number one retail sales and management system used by more retailers than any other system of its kind in the world Get proven techniques that will increase sales and elevate your staff to a high-performance sales team.
Format:
Electronic Resources
Relevance:
0.0432
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