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| Author | : Harley Manning |
| Publisher | : Houghton Mifflin Harcourt |
| Total Pages | : 275 |
| Release | : 2012 |
| Genre | : Business & Economics |
| ISBN | : 0547913982 |
For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.
| Author | : Michael W. Lowenstein |
| Publisher | : Business Expert Press |
| Total Pages | : 146 |
| Release | : 2014-01-24 |
| Genre | : Business & Economics |
| ISBN | : 1606498975 |
Over the past several years, leading companies have entered a period of major marketing and operational adjustment and convergence, or intersection. It’s a reaction to a critical fact of life: Customers—not organizations— now control the decision-making dynamics and how organizations are perceived. We are witnessing significant multichannel media application (and resultant omnichannel access by consumers), along with more effective and pervasive customer data gathering, analysis, and modeling. If you’re observing these major shifts in your own organization, you’ll need this book. Inside, you’ll learn how to build proactive customer communication, improve relationships, drive positive brand perception, optimize channel selection and message personalization, and enhance employee-related factors (hiring, training, reward, recognition), all leading to superior customer experience and a customercentric culture. In addition, the author has incorporated content on “Big Data” generation and analytics, which you’ll master while scoring a direct hit to the moving target—your continuously changing, and increasingly independent, customer base.
| Author | : Timo Handermann |
| Publisher | : BoD – Books on Demand |
| Total Pages | : 118 |
| Release | : 2023-07-21 |
| Genre | : Business & Economics |
| ISBN | : 3757830563 |
Due to various events, the availability of goods in retail is currently increasingly being restricted with the result that customers cannot find in food retail (FR) the products they wish to purchase because those products are sold out or not availa-ble for delivery. This situation is also termed Out of Stock (OoS). The reasons for the unavailability of products are often problems in connection with orders for goods, as well as the shelf-filling process within a store. According to literature, in those cases where a customer faces an OoS situation, the customer may postpone the purchase, purchase an alternate product, purchase the product in another store or not purchase at all. Depending on the customers reaction, this will result in a sales decline affecting the retailer and /or manufacturer differently. In these cases, customer reactions are influenced by various factors, such as brand loyalty, availa-bility of offered substitute products and many other factors. Within the scope of a survey, it was found that 36% of the customers predominantly reacted with the purchase of an alternate product of another brand to OoS. Also, 29% of the surveyed were willing to visit another store due to OoS.
| Author | : Ron Zemke |
| Publisher | : AMACOM Div American Mgmt Assn |
| Total Pages | : 196 |
| Release | : 2003 |
| Genre | : Business & Economics |
| ISBN | : 9780814407653 |
Outlines the skills and techniques of providing superior customer service.
| Author | : George S. Day |
| Publisher | : McGraw Hill Professional |
| Total Pages | : 321 |
| Release | : 2010-07-23 |
| Genre | : Business & Economics |
| ISBN | : 0071760784 |
Make customer value a C-Suite priority for lasting profits and growth While the Great Recession ravaged the balance sheets of long-standing leaders in their respective industries, many companies have actually gained market share, grown revenuesand profits, and created more value for customers. These are not flash-in-the-pan companies—world-beatersone year and stragglers the next. They are companies like Johnson& Johnson, Procter & Gamble, Fidelity, Cisco, Philips, Walmart, and Amazon. The success of these organizations isn’t the result of a brilliant strategy for bad times; it’sthe outcome of a highly effective long-term strategy that manages thecompany from the outside in. In Strategy from the Outside In, George S. Day and Christine Moormanexplain that the key to such lasting and highly profitable successis the ability to compete on and profit from customer value. It meansoperating from the outside in. It means always building strategy onmarket insight, and ensuring that every part of the company puts customervalue first. Applying years of research, Day andMoorman illustrate that an outside-in view requires constant vigilance and focus on four customer value imperatives: Be a customer value leader Innovate new value for customers Capitalize on the customer as an asset Capitalize on the brand as an asset Day and Moorman take you from theory to practice, with an emphasison real world stories, practical models, and useable metrics sothat you can profit from customer value. From the outside in.
| Author | : Shep Hyken |
| Publisher | : Greenleaf Book Group |
| Total Pages | : 249 |
| Release | : 2013-09-03 |
| Genre | : Business & Economics |
| ISBN | : 1626340102 |
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
| Author | : Ranjay Gulati |
| Publisher | : Harvard Business Press |
| Total Pages | : 279 |
| Release | : 2010-01-19 |
| Genre | : Business & Economics |
| ISBN | : 1422156184 |
In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies say they're "customer-focused," but they don't deliver solutions to customers' thorniest problems. Why? Because they're stymied by the rigid "silos" they're organized around. In Reorganize for Resilience, Ranjay Gulati reveals how resilient companies prosper both in good times and bad, driving growth and increasing profitability by immersing themselves in the lives of their customers. This book shows how resilient organizations cut through internal barriers that impede action, build bridges between warring divisions, and transform former competitors into collaborators. Based on more than a decade of research in a variety of industries, and filled with examples from companies including Cisco Systems, La Farge, Starbucks, Best Buy, and Jones Lang LaSalle, Gulati exploresthe five levers of resilience: · Coordination: Connect, eradicate, or restructure silos to enable swift responses. · Cooperation: Foster a culture that aligns all employees around the shared goals of customer solutions. · Clout: Redistribute power to "bridge builders" and customer champions. · Capability: Develop employees' skills at tackling changing customer needs. · Connection: Blend partners' offerings with yours to provide unique customer solutions.
| Author | : Carl Sewell |
| Publisher | : Crown Currency |
| Total Pages | : 241 |
| Release | : 2009-07-01 |
| Genre | : Business & Economics |
| ISBN | : 0307567311 |
In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.
| Author | : Richard Y. Chang |
| Publisher | : Pfeiffer |
| Total Pages | : 0 |
| Release | : 1999-06-28 |
| Genre | : Business & Economics |
| ISBN | : 9780787950828 |
This book illustrates the vital link between satisfying external customers and improving processes within the organization to ensure that internal customers are satisfied, too.
| Author | : Frances X. Frei |
| Publisher | : Harvard Business Press |
| Total Pages | : 262 |
| Release | : 2012 |
| Genre | : Customer relations |
| ISBN | : 1422133311 |
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
