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.
Описание: Bridget Brennan, CEO of Female Factor, shows readers how to beat competitors and grow overall market share by applying the fundamentals of creating a customer experience that appeals to the most powerful consumer decision makers: women.
Автор: Lafreniere, Daniel Название: Delivering fantastic customer experience ISBN: 0367346036 ISBN-13(EAN): 9780367346034 Издательство: Taylor&Francis Рейтинг: Цена: 3367.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people or installers.
Автор: Wided Batat Название: The new luxury experience : ISBN: 3030016706 ISBN-13(EAN): 9783030016708 Издательство: Springer Рейтинг: Цена: 11179.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This professional book introduces marketing and luxury brand professionals to a new definition of luxury and the art of designing the ultimate luxury experience in both the physical space (e.g., in-store, hotel, restaurant) and the digital space (e.g., social media, website, e-commerce). Specifically, it offers an overview of customer experience issues and explores big five experiential strategies that can be applied by luxury houses in order to provide the best luxury experience to their customers. Themes such as quality of customer luxury experience, immersion and co-production/co-creation in luxury, creation and management, digital and immersive marketing, and innovative market research are also examined.
How do consumers define luxury? Is there one luxury or several "luxuries"? What kind of luxury experiences consumers want to live? How can luxury houses design the ultimate luxury experience? More than in any other sector, luxury consumption is a response to a search for emotions, pleasure, uniqueness, consideration and greatest services. The luxury consumer wants to live luxury experiences - not just buy luxury products or services. In this way, this book presents the luxury consumption experience as a combination of symbolic meaning, subconscious processes and nonverbal cues and characterized by fantasies, feelings and fun.
Featuring case studies and interviews from international luxury sectors and brand managers such as Burberry, Dior, Porsche, Breitling, St. Regis Hotels & Resorts, and Louis Vuitton, among others, this book offers both a research and management perspective on luxury experience to professionals in the luxury sector (e.g., CEOs, brand managers, marketing and communication professionals), as well as marketing professors, students, and people eager to learn more about how to design the ultimate luxury experience. Praise for The New Luxury Experience"This book provides a holistic perspective on marketing of luxury brands, offering both useful practical advice as well as illustrating important cases." -- Ravi Dhar, Director, Yale Center for Customer Insights, Yale University"Wided Batat's book offers a fresh, insightful and comprehensive analysis of the concept of the consumer's experience with luxury whatever that may be.
The Five experiential luxury strategies proposed by Wided highlight that luxury management should go above and beyond the design and branding of luxury goods and services. I also commend the consideration given to the younger generations' approach to luxury and to corporate social responsibility aspects. Luxury marketers should find this book very useful indeed."-- Francesca Dall'Olmo Riley, Professor of Brand Management, Kingston Business School, UK
Walden shows why most customer experience management fails to improve the customer's real experience and how to concentrate on the subjective emotional perceptions that drive the customer's actual "experience" rather than the quantitative service efficiency metrics gathered by most CX tools.
Customer experience management is not about managing every objective "experience" your customers have with you. It's about understanding, measuring and creating "experiences" that customers "value".
So while service and efficiency are wonderful things, they represent "business as usual"; the ticket to the game, the platform from which "experiences" are created not the experience itself
The message of this book is that businesses are at risk Their uber focus on efficiency is leading them to miss the chance to connect more closely with their customer base and deliver on the creative potential of their brand. They ignore the fact that technology is an enabler of the "experience" it is not "the experience". Customers are not data - they are people: living, breathing, contradictory, infuriating bundles of cognitive and emotionally-driven responses to stimuli.
"Experience" deals with how customers think, feel and behave - the things that motivate them to act which go beyond frequently forgettable efficiency. This means differentiating by providing new and better experiences based on a deeper understanding of what motivates customers to buy. To do that we must leave the objective, quantitative, world of quality management and enter the subjective, qualitative, world of customer's psychology.
Walden reboots our understanding of customer experience, showing us what it means, how to measure it, what we need to do to manage it and how we can gain financially from it.
Understand, measure, create and do - but first of all, understand.
Автор: Lubin Название: Protecting Main Street ISBN: 1138864161 ISBN-13(EAN): 9781138864160 Издательство: Taylor&Francis Рейтинг: Цена: 7348.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Presents an overview of the importance of conducting different forms of market research to uncover problems in the lending and mortgage markets and how these problems affect the consumers` ability to make optimal credit decisions. This book also outlines the market research methodologies used to measure the consumer experience.
The Journey to WOW delivers deep and unique insights into creating fierce customer loyalty, and transforming an organization's culture into one obsessed with customer experience. It will resonate with anyone looking to improve their company's customer experience, and anyone who deals with customers -- from the newbie part-time employee to the corporate CEO.
The book examines the kinds of experiences we've all had as customers -- things that so many organizations seem blind to. Situations like the inability to actually talk with a human, impenetrable phone systems, frustrating processes and uncaring people. It drives home the reality that these flaws exist in every company, and that they are silent killers of sales and customer loyalty.
Most importantly, The Journey to WOW shows exactly how to start seeing the flaws in your company and what you can do to fix them. Its lighthearted business novel format will draw you in, then deliver more than a few surprising "ah-ha" moments. It will forever change the way you look at your business."
Автор: Dew Robert Название: Customer Experience Innovation ISBN: 1787547876 ISBN-13(EAN): 9781787547872 Издательство: Emerald Рейтинг: Цена: 6300.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small companies.
Описание: This book provides stimulating insights into the ways in which the adoption of experience logic can revitalize marketing perspectives and stimulate novel approaches to the creation and delivery of value.
Автор: P. Klaus Название: Measuring Customer Experience ISBN: 1349477346 ISBN-13(EAN): 9781349477340 Издательство: Springer Рейтинг: Цена: 4890.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
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.
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