Measuring Customer Experience, P. Klaus

Автор: Soudagar Reza, Iyer Vinay, Hildebrand Volker
Название: The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers
ISBN: 007178697X ISBN-13(EAN): 9780071786973
Издательство: McGraw-Hill
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Цена: 7034.00 р.
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Описание: Three customer experience experts provide executives and senior managers with cost-effective, sustainable methods for creating a superior customer experience--which generates heightened profitability in the age of rapid information flows and expanding customer expectations.

Автор: Cook
Название: Measuring Customer Service Effectiveness
ISBN: 113825620X ISBN-13(EAN): 9781138256200
Издательство: Taylor&Francis
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Цена: 8573.00 р.
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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.

Автор: Gary S. Goodman PhD
Название: Monitoring, Measuring, and Managing Customer Service
ISBN: 0787951390 ISBN-13(EAN): 9780787951399
Издательство: Wiley
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Цена: 6018.00 р.
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Описание: Excellence in customer service does not come about accidentally - it is a learnable set of behaviours that can be monitored, measured and managed. Drawing from the author`s seminar programme, this title provides readers with a system for building and sustaining customer service.

Автор: Klaus Philipp
Название: Measuring Customer Experience
ISBN: 1137375450 ISBN-13(EAN): 9781137375452
Издательство: Springer
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Цена: 5309.00 р.
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Описание: Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.

Автор: Reason Ben, L?vlie Lavrans, Brand Flu Melvin
Название: Service Design for Business: A Practical Guide to Optimizing the Customer Experience
ISBN: 1118988922 ISBN-13(EAN): 9781118988923
Издательство: Wiley
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Цена: 3802.00 р.
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Описание: A practical approach to better customer experience through service design Service Design for Business helps you transform your customer`s experience and keep them engaged through the art of intentional service design.

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.