Managing customer experiences in an omnichannel world,
Название: Exploring omnichannel retailing ISBN: 3319982729 ISBN-13(EAN): 9783319982724 Издательство: Springer Рейтинг: Цена: 20962.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This book compiles the current state of knowledge on omnichannel retailing, a new concept in which all sales and interaction channels are considered together, and which aims to deliver a seamless customer experience regardless of the channel. It highlights case studies and examples related to each of the many barriers to an omnichannel approach, demonstrating not just success stories, but also failures. While omnichannel has already been recognized as an emerging retail trend, the articles in this book fill an important gap in research on the topic. Providing readers with essential insights on the omnichannel strategy and its implementation, the book will also stimulate academic discussion on this emerging trend.
Die Vertriebs- und Kommunikationsstrukturen von Banken und Sparkassen stehen auf dem Pr fstand. Die Notwendigkeit zur Ver nderung liegt darin begr ndet, dass ein singul rer station rer Vertrieb nicht mehr ausreicht, um den aktuellen Nutzungs- und Konsumgewohnheiten im Retail Banking gerecht zu werden. Das vorliegende Buch liefert vor allem Entscheidungstr gern und Praktikern wertvolle Unterst tzung, den Handlungsbedarf bei der Neugestaltung der Vertriebs- und Kommunikationswege zu erkennen, potenzielle Stellschrauben zu identifizieren und gezielte Ma nahmen mit Unterst tzung von Best Practice Beispielen und innovativen Gesch ftsideen einzuleiten. Aber auch in der Lehre zeigt das Buch Studierenden mit dem Schwerpunkt Banken sehr praxisnah Entwicklungstendenzen in den Vertriebs- und Kommunikationsstrukturen bei Banken und Sparkassen auf. Um dies zu erreichen, vereint und verzahnt das vorliegende Buch die Perspektive der Wissenschaft mit den Konzepten und Empfehlungen renommierter Unternehmensberater, Bankpraktiker und Fintech Startups.
Автор: Santiago Gallino; Antonio Moreno Название: Operations in an Omnichannel World ISBN: 303020118X ISBN-13(EAN): 9783030201180 Издательство: Springer Рейтинг: Цена: 22359.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: The world of retailing has changed dramatically in the past decade. Sales originating at online channels have been steadily increasing, and even for sales transacted at brick-and-mortar channels, a much larger fraction of sales is affected by online channels in different touch points during the customer journey. Shopper behavior and expectations have been evolving along with the growth of digital channels, challenging retailers to redesign their fulfillment and execution processes, to better serve their customers. This edited book examines the challenges and opportunities arising from the shift towards omni- channel retail. We examine these issues through the lenses of operations management, emphasizing the supply chain transformations associated with fulfilling an omni-channel demand.The book is divided into three parts. In the first part, “Omni-channel business models”, we present four studies that explore how retailers are adjusting their fundamental business models to the new omni-channel landscape. The second part, “Data-driven decisions in an omni-channel world”, includes five chapters that study the evolving data opportunities enabled by omni-channel retail and present specific examples of data-driven analyses. Finally, in the third part, “Case studies in Omni-channel retailing”, we include four studies that provide a deep dive into how specific industries, companies and markets are navigating the omni-channel world.Ultimately, this book introduces the reader to the fundamentals of operations in an omni-channel context and highlights the different innovative research ideas on the topic using a variety of methodologies.
Описание: By providing excellent service, organizations build strong relationships with customers, generate barriers to competition, utilize resources more efficiently, and increase profitability. This book provides concepts and tools to help managers:Uncover new sources of revenue from innovations and improvements in the customer experience, including leveraging business analytics and metrics.Design service processes, operations and channels to create customer experiences that build relationships, as well as design responses to service failures.Manage people, physical evidence, branding and communications to effectively cocreate experiences with customers.The Customer Experience is the sensory, cognitive, emotional, social, and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including prepurchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos).This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers coproduce and cocreate their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.
Автор: Sorrentino, Annarita Название: Defining, measuring and managing consumer experiences ISBN: 0367479370 ISBN-13(EAN): 9780367479374 Издательство: Taylor&Francis Рейтинг: Цена: 22202.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This book offers a comprehensive overview of the challenges that marketing faces in understanding, managing and measuring the dynamics of modern consumer behaviours and successfully managing the customer experience.
Описание: Geoff Ramm has a passion for incredible customer service.
In this book, hes hand-picked THE most original, unique and quirky examples of creative customer experiences that are guaranteed to inspire you and your team to outperform, outmanoeuvre and stand head and shoulders above the competition.
This is the book that your competitors wish they had, its your ticket to service superstardom and its going to reveal to you:
The gap in your service that you never knew existed.
Smart techniques to help you generate clever experiences of your own.
Simple, cost-effective ideas and touches that will mean the world to your customers.
Fun, fresh and exciting new perspectives that will inject your entire team with enthusiasm.
Fantastic ideas and inspiring stories that will get you spectacular results.
Why not join Geoff on this highly enjoyable, eye-opening and rewarding customer service journey around the world? He-ll introduce you to some of the amazing people hes met who have discovered extraordinary ways to deliver world-class experiences, and he-ll show you how you can use their strategies to make your own brand unforgettable, your business unmissable and your customers coming back for more.
So, are you ready to become a true Celebrity Service Superstar?Great! Its time to get started on getting people talking-¦about you!
-Entertaining and thought-provoking! Geoff Ramms knowledge and insight will reshape the way you think about customer service- - Heather McNamee, Area General Manager, Frasers Hospitality UK
ООО "Логосфера " Тел:+7(495) 980-12-10 www.logobook.ru
