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Building great customer experiences, Shaw, Colin Ivens, John

Автор: Shaw, Colin Ivens, John
Название:  Building great customer experiences
Издательство: Springer
Классификация:
Деловая стратегия
Продажи и маркетинг

ISBN: 0333990137
ISBN-13(EAN): 9780333990131
ISBN: 0-333-99013-7
ISBN-13(EAN): 978-0-333-99013-1
Обложка/Формат: Hardback
Страницы: 240
Вес: 0.508 кг.
Дата издания: 13.09.2002
Язык: ENG
Издание: First
Иллюстрации: Illustrations
Размер: 24.59 x 15.85 x 1.88 cm
Читательская аудитория: Tertiary education (us: college)
Ссылка на Издательство: Link
Рейтинг:
Поставляется из: Германии
Описание: This volume is about building and delivering great customer experiences. With the use of examples and cases, the authors show that this is key for all companies and organizations.

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Monitoring, Measuring, and Managing Customer Service

Автор: Gary S. Goodman PhD
Название: Monitoring, Measuring, and Managing Customer Service
ISBN: 0787951390 ISBN-13(EAN): 9780787951399
Издательство: Wiley
Рейтинг:
Цена: 2898 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: Improving customer service isn't a matter of finding better customer service reps. As Dr. Gary Goodman states, "We can all provide superior service, time and time again, providing we have fully defined what it is, and we have trained our people to deliver it. " In this book Goodman identifies the core behaviors that make up excellent customer serviceas defined by the customerand provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction. Using methods that have been developed and field tested to consistently produce award-winning levels of service at Xerox, Polaroid, DuPont, and other top companies, Goodman shows managers how to train their reps to replicate a well-thought-out and highly productive service routine, in person and over the telephone. Goodman identifies the twenty-four communication factors that promote customer service and presents TEAMeasures (Telephone Effectiveness Assessment Measures) to help managers measure telephone effectiveness, call quality, and customer satisfaction. He also introduces SEAMeasures (Supervisor Effectiveness Assessment Measures) to help companies evaluate the effectiveness of their team leaders, supervisors, and customer service managers. Goodman examines a wealth of real-life episodes of first-class service to illustrate what happened and show how each event can be repeated. He identifies the specific benefits that good service personnel provide and how those benefits translate into lasting customer loyalty. And he gives managers explicit criteria for measuring success and for recruiting, motivating, and retaining quality customer service personnel. With a focus on the management and organizational issues that make good customer service possible, Monitoring, Measuring, and Managing Customer Service helps companies with a corporate commitment to excellent customer service develop first-class customer service departments.

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Customer-oriented Marketing Strategy: Theory and Practice

Автор: Dalgic Tevflik
Название: Customer-oriented Marketing Strategy: Theory and Practice
ISBN: 1606495208 ISBN-13(EAN): 9781606495209
Издательство: McGraw-Hill
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Цена: 2617 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

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Building Technology Transfer within Research Universities

Автор: Allen
Название: Building Technology Transfer within Research Universities
ISBN: 0521876532 ISBN-13(EAN): 9780521876537
Издательство: Cambridge Academ
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Цена: 7636 р.
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Описание: Academic thought-leaders in the field of technology transfer analyze critically the factors behind success-oriented entrepreneurial start-up cultures on university campuses.

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Consumer Experiences And Emotion Management

Автор: Kapoor
Название: Consumer Experiences And Emotion Management
ISBN: 1606496468 ISBN-13(EAN): 9781606496466
Издательство: McGraw-Hill
Цена: 2804 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: Emotions can organize cognitive processes or disorganize them, be active or passive, lead to adaptation, or maladaptation. Consumers may be conscious of their emotions or may be motivated by unconscious emotions. The emotions in combined form with different intensities have an adaptive significance in consumers' life. Further, the challenges that marketers and researchers face in today's global markets are to understand the expression of the emotions or consumer emotional experience. The purpose of this book is to emphasize the value of emotions and explore mental behavioral and emotional dimensions that affect consumers of all age groups, societies, and cultures. This book is an excellent reference for students, executives, marketers, researchers, and trainers. It includes the different elements of emotion, evidence of how emotions govern and organize consumer life, and emotion and individual functioning, including psychological disorders and well being.

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The Rise of the Platform Marketer: A Guide to the New Tools for Reaching Millions of Customers with Personalized Digital Experiences

Автор: Williams David S.
Название: The Rise of the Platform Marketer: A Guide to the New Tools for Reaching Millions of Customers with Personalized Digital Experiences
ISBN: 1119059720 ISBN-13(EAN): 9781119059721
Издательство: Wiley
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Цена: 2337 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: Praise for The Rise of the Platform Marketer "At a time when marketing strategies are becoming increasingly confusing and complex due to the rise of open data, social platforms, and disruptive technologies, The Rise of the Platform Marketer cuts through

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Defining Markets, Defining Moments: America`s 7 Generational Cohorts, Their Shared Experiences, and Why Businesses Should Care

Автор: Geoffrey E. Meredith
Название: Defining Markets, Defining Moments: America`s 7 Generational Cohorts, Their Shared Experiences, and Why Businesses Should Care
ISBN: 0764553941 ISBN-13(EAN): 9780764553943
Издательство: Wiley
Цена: 1589 р.
Наличие на складе: Нет в наличии.

Описание: Explains how to successfully target marketing to seven distinct generational groups.

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Lived Experiences of Public Consumption

Автор: Cook D.
Название: Lived Experiences of Public Consumption
ISBN: 0230517048 ISBN-13(EAN): 9780230517042
Издательство: Springer
Рейтинг:
Цена: 7424 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: This collection of original ethnographically based research from five continents, provides insights into the dynamics of stability and change in our globalizing world. The chapters comprising "Live Experiences of Public Consumption" give a vivid account of how cultural and economic value intertwine at face-to-face encounters in marketplaces.

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Building great customer experiences

Автор: Shaw, Colin Ivens, John
Название: Building great customer experiences
ISBN: 1403939497 ISBN-13(EAN): 9781403939494
Издательство: Springer
Рейтинг:
Цена: 3299 р.
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Описание: With the use of compelling examples and case studies, the author in this text examines building and delivering great customer experiences.

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Storyscapes: How to Design Immersive Customer Experiences, Shape Perceptions, and Drive Behavior

Автор: Legorburu Gaston, McColl Darren
Название: Storyscapes: How to Design Immersive Customer Experiences, Shape Perceptions, and Drive Behavior
ISBN: 1118823281 ISBN-13(EAN): 9781118823286
Издательство: Wiley
Рейтинг:
Цена: 2337 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: How to use powerful tools to engage customers with your brand Marketers, technologists, and corporate leaders are looking for ways to more effectively connect consumers with their brand. Storyscapes introduces "storyscaping" as a way to create immersive experiences that solve the challenge of connecting brands and consumers.

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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Автор: Inghilleri Leonardo, Solomon Micah
Название: Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
ISBN: 0814415385 ISBN-13(EAN): 9780814415382
Издательство: McGraw-Hill
Рейтинг:
Цена: 1589 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: The Secrets to a FiveStar Customer Service Organization. In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. Their anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomons company Oasis, and has since proven itself in countless companies around the globe from luxury giant BVLGARI to value-sensitive auto parts leader Carquest, and everywhere in between. Now, readers can take the techniques that minted money for these brands and apply them

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Winning the Customer: Revenue-Building Marketing Strategies from a Top NFL Cmo

Автор: Imbriano Lou
Название: Winning the Customer: Revenue-Building Marketing Strategies from a Top NFL Cmo
ISBN: 0071775269 ISBN-13(EAN): 9780071775267
Издательство: McGraw-Hill
Рейтинг:
Цена: 1776 р.
Наличие на складе: Нет в наличии.

Описание:

Build Customer Relationships and Win Big Revenue

"Unbreakable relationships are crucial to success in business. Lou Imbriano captures what it takes to forge the kind of deep credibility that encourages consumers and clients to trust you with their hard-earned dollars. If you want to deepen your customers' trust and grow your revenues, I suggest you read "Winning the Customer" and you will win."
--Bob Reynolds, President & CEO, Putnam Investments

"Lou Imbriano rescues the word 'winning' from the clutches of Charlie Sheen . . . and, like a Patriots playbook, Lou takes you through his game plan for successfully building a victorious team that opponents will respect and fear . . . from who should be answering your phone to effectively saying 'no, ' it's all there . . . lazy, unmotivated people, this is not for you. . . ."
--Steve Levy, ESPN SportsCenter anchor

"Imbriano definitely made his mark in the NFL and now he's an MVP again with his new book, "Winning the Customer." Lou's down-to-earth marketing philosophies, which he brought to the Patriots, epitomize how everyone, in any industry, should approach marketing. If you want to truly know how to build remarkable business relationships, read "Winning the Customer.""
--Michael O'Hara Lynch, Head of Global Sponsorship, Visa

"At a time when consumers have the power to use media where and how they choose, to like, dislike, and share their opinion on products and corporations, brand engagement is the best answer to build emotional and enduring relationships between brands and all their relevant communities. This book should be given to anyone who wants to understand the new dynamics that can bond brands with their ever-demanding customers."

About the Book:

During his nine years in senior marketing positions with the New England Patriots, Lou Imbriano laid the foundation and marketing vision for the football team that led to its astronomical growth and explosive revenue--perfectly positioning them to be ready for when the Patriots became repeat Super Bowl champions and the NFL brand to beat.

Now CEO of TrinityOne, a strategic marketing firm, Lou has an undefeated record of showing all types of companies how to tackle customer relationships and convert them into tangible revenue. In "Winning the Customer," Lou delivers his original strategies for both short- and long-term financial success: The Marketing Playbook: how to identify those who are dying to spend money with youRelationship Architecture: how to connect with customers in meaningful ways and create "memorable moments" The Revenue Game: how to build revenue instead of selling concepts

Throughout the book, you'll find Lou's dynamic personal stories drawn right from his years of real-world business experience. He's learned that to maximize revenue, every organization must both turn its customers into fans and coax those fans to spend freely. "Winning the Customer" shows you how to do just that using the Three Tiers of Customer Relationships. Imbriano shares his strategies with his innovative DELIVERS system: Dedication, Entertainment, Loyalty, Investment, Vision, Energy, Responsibility, and Sacrifice.

Filled with practical information and written in Lou's inimitable conversational style, "Winning the Customer" is your all-pro offensive attack against old, ineffective methods and flat results. Lou's tools will give any business an inspired team, supersized income, and a virtual stadium full of engaged, high-paying customers.

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The Customer Culture Imperative: A Leader`S Guide To Building A Customer-Centric Culture That Drives Superior Performance

Автор: Brown
Название: The Customer Culture Imperative: A Leader`S Guide To Building A Customer-Centric Culture That Drives Superior Performance
ISBN: 0071821147 ISBN-13(EAN): 9780071821148
Издательство: McGraw-Hill
Рейтинг:
Цена: 1776 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: Drawing insights from more than 100 businesses to identify seven key factors, this book reveals the key disciplines of customer culture that consistently predict enhanced, sustainable business results. It gives you the tools to inspire everyone in the company to embrace a customer-centric culture.

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