Описание: Scientific investigation in the service industry has produced a major effect on productivity and quality in order to lead to new services. With ever-evolving internet technologies and information environments, system science and knowledge science seem to be an effective tool for service innovation in the 21st centuryProgressive Trends in Knowledge and System-Based Science for Service Innovation illustrates new approaches to service innovation and new methodologies from the knowledge science and system science perspectives. Practitioners and researchers interested in knowing more about practical theories and successful examples in service science will find this book to be a vital asset to their studies.
Автор: Ree C. Ho Название: Strategies and Tools for Managing Connected Consumers ISBN: 1522596984 ISBN-13(EAN): 9781522596981 Издательство: Mare Nostrum (Eurospan) Цена: 30769.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Through the growing penetration of new technologies, online consumers can now share and collaborate amongst themselves while shopping online. As they receive information about products from media exposure and their collaboration with other consumers, it is critical for businesses to understand the social impact and influence of social and mobile commerce and how it can affect consumer habits. Strategies and Tools for Managing Connected Consumers provides emerging research exploring the techniques and impacts of new technologies deployed in today's digital marketplace as well as recent development and empirical research on consumer behavior. Featuring coverage on a broad range of topics such as social computing, virtual communities, and consumer management, this book is ideally designed for professionals, researchers, business managers, and students who want to improve their understanding of new strategies for conducting online business in networked environments.
Автор: Bikramjit Rishi, Sapna Popli Название: Crafting Customer Experience Strategy: Lessons from Asia ISBN: 1839097116 ISBN-13(EAN): 9781839097119 Издательство: Emerald Рейтинг: Цена: 15041.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a competitive advantage for businesses. This is essential reading for marketing scholars and practitioners looking for insights into improving their customers` experiences.
Описание: Engaging customers has become an effective strategy of marketers for improving customer-brand relationships as customer engagement is a perfect predictor of organic growth. Aggressive sales promotions, advertising campaigns, rewards, discounts, and more may attract a customer, but customer engagement creates an emotional connection with the brands/firms/services, which drives customer loyalty and long-term profitability. This has become much more applicable and effective with the use of social media platforms and the increased access of internet. Moreover, the implementation of customer analytics to measure engagement activities has provided marketers with more insights for improving services.
Insights, Innovation, and Analytics for Optimal Customer Engagement is an advanced reference book that covers the latest emerging research in customer engagement and includes underlying theories, innovative methods, a review of existing literature, engagement analytics, and insights for marketers with reference to customer engagement. The book covers various product categories, industries, and sectors that are working to engage customers in inventive and creative ways. This book is a comprehensive reference tool for marketers, brand managers, social media specialists, advertisers, managers, executives, academicians, researchers, practitioners, and students interested in gaining comprehensive knowledge about customer engagement and the latest advancements in the field.
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
Автор: Torres, Edwin N. (rochester Institute Of Technology, Usa) Zhang, Tingting (university Of Central Florida, Usa) Название: Customer service marketing ISBN: 0367208938 ISBN-13(EAN): 9780367208936 Издательство: Taylor&Francis Рейтинг: Цена: 6123.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This textbook is a comprehensive overview of customer service principles, theories, and practices. Covering classic and contemporary theories, it looks at real life applications of theory by business enterprises in various service sectors. It will be particularly useful for students in hospitality guest services and services marketing.
Автор: Goyal Название: Innovations In Services Marketing And Management ISBN: 1466646713 ISBN-13(EAN): 9781466646711 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 27027.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Modern corporations face a variety of challenges and opportunities in the field of sustainable development. Properly managing assets and maintaining effective relationships with customers are crucial considerations in successful businesses.Innovations in Services Marketing and Management: Strategies for Emerging Economies presents insights into marketing strategies and tactical perspectives in both large and small enterprises. The chapters in this book explore case studies, contemporary research, and theoretical frameworks in effective business management, providing students, academicians, researchers, and managers with the resources and insight necessary to identify key trends in emerging economies and build the next generation of innovative services.
Автор: Musso & Druica Название: Handbook Of Research On Retailer-Consumer Relationship Development ISBN: 1466660740 ISBN-13(EAN): 9781466660748 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 55301.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Though based on an economic transition, retailer-consumer relationship is also influenced by non-economic factors and is a context of social interaction. With the emergence of modern merchandising techniques and a rise in large retail companies, consumers have become increasingly vigilant of practice within the retail industry. Handbook of Research on Retailer-Consumer Relationship Management offers a complete and updated overview of various perspectives relating to customer relationship management within the retail industry and stimulates the search for greater integration of these views in further research. Offering different angles to analyse the exchange between the retailer and the consumer, this handbook is a valuable tool for professionals and scholars seeking to upgrade their knowledge, as well as for upper-level students.
Автор: Robert W. Palmatier; V. Kumar; Colleen M. Harmelin Название: Customer Engagement Marketing ISBN: 3319619845 ISBN-13(EAN): 9783319619842 Издательство: Springer Рейтинг: Цена: 20962.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание:
This book provides a synthesis of research perspectives on customer engagement through a collection of chapters from thought leaders. It identifies cutting-edge metrics for capturing and measuring customer engagement and highlights best practices in implementing customer engagement marketing strategies. Responding to the rapidly changing business landscape where consumers are more connected, accessible, and informed than ever before, many firms are investing in customer engagement marketing. The book will appeal to academics, practitioners, consultants, and managers looking to improve customer engagement.
Автор: Ana Maria Soares, Maher Georges Elmashhara Название: Emotional, Sensory, and Social Dimensions of Consumer Buying Behavior ISBN: 1799822206 ISBN-13(EAN): 9781799822202 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 28967.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Unprecedented changes in consumer shopping habits pose major challenges for retailers who need to consider the multidimensional nature of shopping in order to design and provide engaging consumer experiences. The intersection between in-store and online shopping is also fundamental to meet the fast-changing consumer behavior. Comprehending how environmental and sensory dimensions, leisure, entertainment, and social interactions influence shopper emotions may enhance the shopping experience.
Emotional, Sensory, and Social Dimensions of Consumer Buying Behavior is an essential reference source that discusses methods for enhancing the shopping experience in an era of competition among shopping offline- and online-destinations, as well as predicting emerging changes in consumer behavior and shopping destinations and new technologies in retailing. Featuring research on topics such as consumer dynamics, experimental marketing, and retail technology, this book is ideally designed for retail managers, designers, advertisers, marketers, customer service representatives, merchandisers, industry professionals, academicians, researchers, students, and practitioners.
Автор: Angrave, Jerry Название: Journey mapping playbook ISBN: 3110641119 ISBN-13(EAN): 9783110641110 Издательство: Walter de Gruyter Рейтинг: Цена: 6313.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание:
The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience.
Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop.
The Journey Mapping Playbook is based on the author's real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers' lives is critical to achieve business success.
Helping you to nurture better and more profitable customer experiences, this book will help you to:
Define journey mapping
Understand why it is commercially important
Prioritise which journeys to focus on and how
Decide who to invite and which tools to prepare
Plan for an effective session
Make every stage of the journey relevant and purposeful
Build an ongoing programme
The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business.
Our Webinar on Mapping the Customer Journey: https: //youtu.be/s64kDe1dm2Y
Check out this link to a five-star review on The Bookbag http: //www.thebookbag.co.uk/reviews/The_Journey_Mapping_Playbook: _A_Practical_Guide_to_Preparing, _Facilitating_and_Unlocking_the_Value_of_Customer_Journey_Mapping_by_Jerry_Angrave
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