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Measuring Customer Service Effectiveness, Cook


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Цена: 8573.00р.
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Автор: Cook
Название:  Measuring Customer Service Effectiveness
ISBN: 9781138256200
Издательство: Taylor&Francis
Классификация:
ISBN-10: 113825620X
Обложка/Формат: Paperback
Страницы: 174
Вес: 0.33 кг.
Дата издания: 06.03.2017
Язык: English
Размер: 246 x 174 x 10
Ключевые слова: Sales & marketing, BUSINESS & ECONOMICS / Customer Relations
Основная тема: Brand Management / / PB Direct
Ссылка на Издательство: Link
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Поставляется из: Европейский союз
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 Cooks 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 organisations service effectiveness straight away.


Retail Marketing and Sales Performance: A Definitive Guide to Optimizing Service Quality and Sales Effectiveness

Автор: Christoph Preuss
Название: Retail Marketing and Sales Performance: A Definitive Guide to Optimizing Service Quality and Sales Effectiveness
ISBN: 3658046295 ISBN-13(EAN): 9783658046293
Издательство: Springer
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Цена: 9781.00 р.
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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.

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: 3252.00 р.
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Описание: This pioneering two-volume biography (1862) explores the genius of the groundbreaking Romantic landscape and historical painter and printmaker J. M. W. Turner (1775-1851). In Volume 1, the author Walter Thornbury (1828-76) traces Turner`s `art life` from cockney prodigy to Royal Academician. Volume 2 illuminates Turner`s work and character, examining his relationships in the art world.

Measuring Electronic Word-of-Mouth Effectiveness

Автор: Weitzl
Название: Measuring Electronic Word-of-Mouth Effectiveness
ISBN: 3658158883 ISBN-13(EAN): 9783658158880
Издательство: Springer
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Цена: 11179.00 р.
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Описание: Wolfgang Weitzl introduces a novel perspective for measuring consumer trust in eWOM by applying a rigid scale development process. In doing so, the research aims to set new methodical standards for developing reliable, valid and practicable research instruments. Most importantly, however, the research offers valuable insights into the nature and role of consumer-initiated vs. marketer-initiated online communication in an intercultural context by conducting a series of qualitative and quantitative surveys using samples from three countries.

The New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business

Автор: Scott David Meerman
Название: The New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business
ISBN: 1119272424 ISBN-13(EAN): 9781119272427
Издательство: Wiley
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Цена: 2691.00 р.
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Описание: The essential roadmap for the new realities of selling when buyers are in charge Sales and service are being radically redefined by the biggest communications revolution in human history. Today buyers are in charge! There is no more `selling` there is only buying.

Power Brands: Measuring, Making, and Managing Brand Success

Автор: Jesko Perrey,Tjark Freundt,Dennis Spillecke
Название: Power Brands: Measuring, Making, and Managing Brand Success
ISBN: 3527507817 ISBN-13(EAN): 9783527507818
Издательство: Wiley
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Цена: 5536.00 р.
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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.

Cracking the Sales Management Code: The Secrets to Measuring and Managing Sales Performance

Автор: Jordan Jason, Teel Michelle, Vazzana Michelle
Название: Cracking the Sales Management Code: The Secrets to Measuring and Managing Sales Performance
ISBN: 0071765735 ISBN-13(EAN): 9780071765732
Издательство: McGraw-Hill
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Цена: 4631.00 р.
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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

Customer Engagement

Название: Customer Engagement
ISBN: 1138847380 ISBN-13(EAN): 9781138847385
Издательство: Taylor&Francis
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Цена: 23734.00 р.
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Описание: How customers and consumer behavior have been changing due to technology and other forces is of prime interest. This book addresses the central questions regarding new emerging consumer behavior; how does social media affect this behavior; how and at what points do emotions affect consumer decisions; and what triggers this is: How should engagement be conceptualized, defined and measured? How do social media and other marketing activities create engagement? The book draws on the rich, extensive knowledge of the authors who are pioneers in the field. The book's editors have identified the weakness in the current knowledge and aim to address this gap by touching on significant conceptual and empirical contributions to this emerging literature stream, providing readers with a comprehensive contemporary perspective of customer engagement. The book also endeavors to develop a richer narrative around the notion of social media and customer engagement, and the non-monetary notion of social media within new media-based social networks.

Customer Loyalty Programmes and Clubs

Автор: Butscher
Название: Customer Loyalty Programmes and Clubs
ISBN: 1138248614 ISBN-13(EAN): 9781138248618
Издательство: Taylor&Francis
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Цена: 8573.00 р.
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Описание: For any company, large or small, the most effective protection against competition is long-term customer loyalty. Stephan Butscher`s step-by-step guide explains how the key to customer loyalty lies in identifying and offering your customers the right combination of financial and non-financial benefits.

The Connected Customer

Название: The Connected Customer
ISBN: 1138997765 ISBN-13(EAN): 9781138997769
Издательство: Taylor&Francis
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Цена: 7654.00 р.
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Описание: In today’s connected consumer environment, customers are better informed and harder to please, but they also leave a more visible evidence trail in the form of improved databases and customer information. Consumers are increasingly interconnected through various sorts of social networks, a trend that is facilitated by recent advances in electronic media and telecommunication (i.e., MySpace, Facebook, Twitter and Cyworld). Consumers are also increasingly connected with brands and seek to play a more participative role in their relationship with companies, stimulating companies to reconsider how to connect with consumers.  This book consists of a collection of chapters by thought-leaders in the field of marketing and beyond that deals with the rich facets of connectivity. This edited volume is a great source of research ideas and fresh theory building for academics and students in marketing and related fields who wish to understand this exciting field. It will be a source of inspiration for practitioners who are eager to take up the challenge and adapt their marketing strategies to the changing nature of consumer and business markets.


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