Автор: Cook Название: Measuring Customer Service Effectiveness ISBN: 113825620X ISBN-13(EAN): 9781138256200 Издательство: Taylor&Francis Рейтинг: Цена: 8573.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.
Описание: The purpose of this research project is to contribute to effective retail by determining the impacts of the elements of retail marketing interventions on sales performance in franchises and branches.
Автор: Nee Название: Managing Negative Word-of-Mouth on Social Media Platforms ISBN: 3658139978 ISBN-13(EAN): 9783658139971 Издательство: Springer Рейтинг: Цена: 9141.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Ines Nee makes important key contributions to service recovery research by analyzing the effect of management response content towards negative online customer reviews on the observer’s purchase intention. This study is the first to provide a conceptual basis of observers’ behavioral reactions towards organizational complaint handling in the context of social media and to empirically test the effect of the two most resource-intensive response options of compensation and explanation. With the help of a profound experimental design, the author detects strategies on how hotel companies should respond towards negative online customer reviews in order to increase the observer’s purchase intention and the hotel company’s return on complaint management.
Автор: Jesko Perrey,Tjark Freundt,Dennis Spillecke Название: Power Brands: Measuring, Making, and Managing Brand Success ISBN: 3527507817 ISBN-13(EAN): 9783527507818 Издательство: Wiley Рейтинг: Цена: 5536.00 р. Наличие на складе: Поставка под заказ.
Описание: Starke Marken sind kein Zufallsprodukt. Wie sich Markenerfolg systematisch messen, machen und managen lasst, erfahren Sie in dem erfolgreichen Buch "Power Brands", jetzt in der zweiten, uberarbeiteten und erweiterten Auflage. Gemeinsam mit fuhrenden Experten entwickelten die Autoren das bereits vielfach erprobte BrandMatics?-Konzept.
Описание: A practical framework that helps sales professionals zero in on the metrics that really matter--enabling them to align their sales forces tactics with organizational strategy to dramatically boost efficiency and effectiveness
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