Customer services Books

Book Synopsis

Read more less

Book Synopsis

Read more less

Book Synopsis

Read more less

Book Synopsis

Read more less

Book Synopsis

Read more less

Book Synopsis"All-new discussion guide and success stories"--Jacket.

Read more less

Book Synopsis

Read more less

Book Synopsis Day 1.- Chapter 1: Introduction to the New ITIL.- Chapter 2: Brief Overview of DevOps.- Day 2.- Chapter 3: ITIL 101: Concepts and Core Foundation.- Chapter 4: Holistic Approach to Service Management: Four Dimensions.- Day 3.- Chapter 5A: Value Creation with Service Value System.- Chapter 5B: Influencing through Guiding Principles.- Chapter 6: ITIL's Management of Practices.- Day 4.- Chapter 7: Practices to Manage Stakeholders.- Chapter 8: Practices to Enable Service Support.- Chapter 9: Continual Improvement.- Day 5.- Chapter 10: Practices to Manage Operations.- Day 6.- Chapter 11: Practices to Manage Changes.- Chapter 12: Practices to Manage Releases.- Day 7.- Chapter 13: The Service Desk.- Chapter 14: Tips and Tricks for Taking the ITIL Exam.- Appendix A: Answers to Knowledge Checks.- Table of ContentsChapter 1: Introduction to the new ITILChapter Goal: To introduce the new ITIL, provide context and differentiate with the version 3No of pages : 15 pagesSub -Topics1. Why ITIL 4?1. Difference between ITIL 3 and ITIL 42. ITIL 4 Foundation Exam3. Other ITIL 4 ExamsChapter 2: Brief Overview of DevOpsChapter Goal: To introduce the DevOps frameworkNo of pages : 20 pagesSub -Topics1. Introduction to DevOps2. DevOps sections – people, process and technology3. DevOps processesChapter 3: ITIL BasicsChapter Goal: To introduce the key concepts of ITIL No of pages : 20 pagesSub -Topics1. Defining value2. Products vs services3. Concept of consumers and other stakeholders4. service relationships5. Processes and functionsChapter 4: Service Management - Four DimensionsChapter Goal: To discuss the four dimensions in detailNo of pages: 20 pagesSub - Topics 1. Organizations and people2. Information and technology3. Partners and suppliers4. Value Streams and processesChapter 5: ITIL Service Value SystemChapter Goal: To introduce service value systemNo of pages : 20 pagesSub - Topics: 1. Intro to service value system2. Opportunity and demand3. Service value chain4. Governance5. Continual Improvement (formerly CSI)Chapter 6: ITIL Processes for Managing StakeholdersChapter Goal: Understand the processes for managing customers and other key stakeholdresNo of pages: 15 pagesSub - Topics: 1. Relationship management2. Service level management3. Supplier managementChapter 7: ITIL Processes for Defining Operations FrameworkChapter Goal: Understand the processes for defining processes that sets the boundaries and steps for support and operational activitiesNo of pages: 30 pagesSub - Topics: 1. Service configuration management2. IT asset management3. Information security management4. Continual improvementChapter 8: ITIL Processes for Managing OperationsChapter Goal: Understand the processes in detail for managing operationsNo of pages: 30 pagesSub - Topics: 1. Monitoring and event management2. Incident management3. Problem improvement4. Change controlChapter 9: ITIL Processes for Managing ChangesChapter Goal: Understand the processes for controlling changes to the environment and applicationsNo of pages: 20 pagesSub - Topics: 1. Service request management2. Change control3. Release managementChapter 10: ITIL Practice for Managing DeploymentsChapter Goal: Understand the technical management around deploying software into environmentsNo of pages: 15 pagesSub - Topics: 1. Deployment managementChapter 11: ITIL Practice for Coordinating between StakeholdersChapter Goal: Understand the service desk and service desk managementNo of pages: 15 pagesSub - Topics: 1. Service desk2. Service desk managementChapter 12 : Practices to Manage Deployments Release Management Types of Releases Engagement with Service Value Chain Deployment Management Key Activities Engagement with Service Value Chain Chapter 13 : Practices to Coordinate with Stakeholders Service Desk Types of Service Desks Key Activities Engagement with Service Value Chain Service Desk Management Engagement with Service Value Chain Chapter 14 : Exam Tips and Tricks

Read more less

Book SynopsisWe live in extraordinary economic times - volatile, uncertain, complex and ambiguous. In the service sector, many traditional approaches are no longer relevant and the landscape of brand identity, employee engagement and customer experience is changing. Organizations no longer own their own brand, while customers' expectations are increasing. Brands are now co- owned by all stakeholders - employees, service partners, local communities, investors and customers. This book explores the idea that a new 'values economy' is emerging. The successful organizations of tomorrow will establish a shared consensus of values between stakeholders - providing transparent communications and inclusivity. It then offers a practical enabling methodology: the SERVICEBRAND approach, combining brand identity, employee engagement and customer experience. The SERVICEBRAND approach will redefine the nature of business: one ecosystem of values-driven service for multiple stakeholders driving sustained organizational performance and authentic business success.

Read more less

Book Synopsis'Put this on your bookshelf and in your classroom! This is a comprehensive guide to understanding and managing customer relationships from two top scholars and educators.'Dr Linda L PriceUniversity of Wyoming, andEditor, Journal of Consumer ResearchCustomer relationship marketing (CRM) opportunities are embedded in the entire customer journey spanning several touch points across all stages including prepurchase, purchase, and postpurchase stage. Customer relationship marketing evolved from traditional marketing concept and has broadened its scope today, intersecting with the following domains, namely customer buying behavior process models, customer satisfaction and loyalty, service quality, customer relationship management tools and strategies, customer centricity, and customer engagement activities. A comprehensive, state-of-the-art textbook, Customer Relationship Marketing: Theoretical and Managerial Perspectives is organized as follows:

Read more less

Book SynopsisCustomer EXperience (CEX) is hot! Nowadays, it’s getting increasingly hard for companies to be distinctive through the products they offer. So it is key for them to stand out by means of the services they offer in addition to these product. A focus on the customer experience is needed. Many companies realize this, but only few manage to be successful. They understand the theory and the process to get there, but what they lack are concrete tools to bring the theory into practice. CEX SELLS is the inspiration book for companies that want to deliver distinctive customer experiences in order to achieve their business objectives. The authors discuss the various ingredients needed to deliver perfect customer experiences. Ingredients to define and design the optimal experience, but they also offer a description of what is needed in the organization for them to be able to deliver and manage that desired experience. They show how front runners worldwide have optimized their customer experience, and what other companies could learn from that. A book that will definitively inspire you to improve your own customer experience!Trade ReviewA must read. It has the right balance between theory, practice and inspiration for everyone who wants to improve the customer experience -Platform for Innovative Marketing" "A must read. It has the right balance between theory, practice and inspiration for everyone who wants to improve the customer experience."-Platform for Innovative Marketing -A must read. It has the right balance between theory, practice and inspiration for everyone who wants to improve the customer experience.--Platform for Innovative Marketing

Read more less

Book SynopsisWe think we know services — not a day goes by without using them — until we have to design them. It is then that their realities confront us, teasing us sometimes. While services have always been ‘designed’, the qualities of their designs are more important than ever, given how much more we depend on them. Thus the need for deepening our understanding of what services are, what they can be, and why they fail — often in unexpected ways. This book reveals the surprising design of services — their internal structure or ‘DNA’ — through simple diagrams. It introduces a language and format for describing the concept of a service with clarity and depth. And, it provides the principles for implementing strategy through design.

Read more less

Book Synopsis

Read more less

Book Synopsis

Read more less

Book SynopsisA timely look at effective use of social network analysis within the telecommunications industry to boost customer relationships The key to any successful company is the relationship that it builds with its customers.Table of ContentsForeword. Preface. Acknowledgments. Part I: Foundation of Social Network Analysis. Chapter 1: An Introduction to Social Network Analysis. Chapter 2: Formal Methods for Network Analysis. Chapter 3: Theoretical Foundation. Chapter 4: Measures of Power and Influence. Part II: Social Network Analysis Case Study. Chapter 5: Telecommunications Environment. Chapter 6: Social Network Modeling. Chapter 7: Assessing the Social Network Model. Chapter 8: Evaluating the Business Results. Chapter 9: Final Remarks for the Case Study. Part III: SAS Capabilities for Social Network Analysis. Chapter 10: Basic Statistics. Chapter 11: Overview of the Link Analysis Node. Chapter 12: Visualization Capabilities for Social Network Analysis. Chapter 13: A Note about OPTGRAPH. Bibliography. About the Author. Index.

Read more less

Book Synopsis

Read more less

Book Synopsis

Read more less

Book SynopsisPork dorks. Craftsters. American Girl fans. Despite their different tastes, these eclectic diehards have a lot in common: they're obsessed about a specific brand, product, or category. They pursue their passions with fervor, and they're extremely knowledgeable about the things they love. They aren't average consumers--they're superconsumers. Although small in number, superconsumers can have an outsized impact on a company's bottom line. Representing 10% of total consumers, they can drive between 30% to 70% of sales, and they're usually willing to spend considerably more than the average consumer. And because they're so engaged and passionate, they can offer invaluable advice to managers looking to improve their products, change their business models, energize their cultures, and attract new customers. In Superconsumers, growth strategy expert Eddie Yoon lays out a simple but extremely effective framework that has helped companies of all types and sizes achieve more sustainable growth: he'll show you how to find, listen to, and engage with your most passionate and profitable consumers, and then tailor your decisions to meet their wants and needs. Along the way, he'll let you into the minds and homes of superconsumers of all kinds, revealing what makes them tick and why they're willing to spend so much more than other consumers. Rich with data and case studies of companies that have implemented superconsumer strategies with great success, Superconsumers is a fun, practical, and inspiring guide for anyone interested in making their best customers even better.Trade ReviewADVANCE PRAISE for Superconsumers: Keith Levy, President, Royal Canin USA, a division of Mars, Inc.-- "Every company says they put their customers first. But their actions don't always reflect their words. It isn't for lack of effort, though. The truth is, it feels like we face only 'either/or' choices between our businesses and our customers. Eddie Yoon has helped company after company break free from this compromise and reach its full potential. Superconsumers shows you how to do it and how to accelerate your growth." Man Jit Singh, President, Sony Pictures Home Entertainment-- "Superconsumers have helped me throughout my career--from selling instant noodles in India to marketing movies in Hollywood. You can ask anyone who works for Sony Home Entertainment Pictures about superconsumers. No matter how junior they are or what role they have, they will know exactly what you're talking about. We have embedded superconsumers deeply into our culture." Steve Hughes, cofounder and CEO, Sunrise Strategic Partners-- "I've had the good fortune of building megabrands with the largest, most respected companies and helping up-and-coming entrepreneurs. In each situation, superconsumers were the 'secret sauce' for success. In my experiences as a marketer, a CEO, and now as a private equity investor, superconsumers have always been a proven part of my playbook." Mukul Deoras, CMO, Colgate-Palmolive-- "When I met Eddie a few years ago, I was intrigued by the idea of superconsumers but wondered if it was truly a global phenomenon. However, we discovered during our work with superconsumers from Mexico City, Manila, and Milan how powerful and surprisingly similar their insights were. Working with superconsumers makes growing a global brand much easier, more efficient, and more effective." Dwight Brown, Senior Vice President, Marketing, iRobot-- "Each time I spoke with Eddie, he would share these fun and insightful tidbits about consumers. They were all surprising--and surgical in their precision and power. Later, I realized his wisdom came from superconsumers. This book is not only chock full of epiphanies; it is also a guide that will help you discover your own superconsumers and benefit from them as I have." Michelle Stacy, former President, Keurig Inc.-- "Eddie Yoon taps into a major secret in brand building: every powerful brand derives its strength from an even deeper and more powerful force--the emotion and energy of superconsumers. These tremendously insightful and influential consumers will pay more, explore more, and advocate more. This book helps you understand how to identify them, completely change the way you think about your business, and maximize your growth."

Read more less

Book SynopsisThe book presents a discussion of the selected properties of customer encounters conducted on brand profiles on Twitter. The first part of the book discusses social media and their use in corporate communication, with a particular consideration of Twitter. It also defines customer encounters as a genre of interaction and presents an overview of previous research devoted to this area of communication. The second part of the publication concerns corporate profiles on Twitter and customer encounters conducted in this medium. The author characterizes consumer messages containing positive evaluation and complaints posted on company profiles. The strategies which companies use in response to positive and negative evaluations are discussed in detail. The publication also contains a description of selected conventional politeness acts used in the interaction as well as the language properties of tweets on the lexical and syntactic level. The discussion presented in the book shows Twitter as an important tool of image management and customer interaction.Table of ContentsAcknowledgements Introduction Chapter 1. Social media and corporate communication 1.1. Social media as a channel of communication1.2. Social media and marketing communication1.3. Social media and electronic word-of-mouth communication1.4. Twitter as a microblogging service1.5. Twitter in corporate communicationChapter 2. Customer encounters as a genre of social interaction 2.1. Customer encounters as a genre of social interaction – basic characteristics2.2. Previous research into customer encounters2.2.1. Face-to-face customer encounters2.2.2. Call centre interactions2.2.3. Online customer encounters 2.3. Crisis communication, complaint and review management 2.3.1. Crisis communication, complaint and review management in traditional channels of interaction2.3.2. Online crisis communication, complaint and review management Chapter 3. Corporate profiles on Twitter – general characteristics 3.1. Company profiles – structure and types of posts3.2. Modes of interaction on the profiles – discursive blending Chapter 4. Positive evaluation and complaint management on Twitter 4.1. Methods and materials4.1.1. Methods4.1.2. Materials4.1.3. The structure of customer encounters on Twitter4.2. Consumer positive evaluation on Twitter4.2.1. Consumer positive evaluation on Twitter4.2.2. Positive review management4.3. Consumer complaint and negative evaluation management on Twitter4.3.1. Consumer complaints on Twitter 4.3.2. Complaint management – responses to complaints and negative evaluations Chapter 5. Selected politeness and lexicogrammatical properties of the tweets 5.1. Methods 5.2. Conventional politeness acts: openings and closings, forms of address and self-identification in the tweets5.2.1. Address forms5.2.2. Self-identification5.2.3. Opening sequences5.2.4. Closing units 5.3. Selected lexicogrammatical properties of the tweets 5.3.1. Informal and non-standard language, mistakes5.3.2. The use of emoticons, hashtags and linksConclusions References

Read more less

Book SynopsisTrade Review“If you’re in sales—and everyone is in sales!—this book is an extremely useful guide. It will hone your powers of persuasion and connection. And it will help you become a better salesperson by becoming a better version of yourself.” — DANIEL PINK, #1 New York Times bestselling author of The Power of Regret and To Sell Is Human “Presents a fascinating paradox: The harder you sell, the less convincing you often become. Colin and Garrett bring riveting stories and rich experiences to shatter the stigma of selling and help you inject authenticity into your efforts to persuade.” — ADAM GRANT, #1 New York Times bestselling author of Think Again and host of the TED podcast WorkLife “Turns traditional thinking about selling on its ear. Crucially, that ear needs to be open to the important insights the book delivers that demand to be heard and employed.” — ROBERT CIALDINI, New York Times bestselling author of Influence and Pre-Suasion “Authentic, unorthodox, and transformational. Read The Unsold Mindset and find out why the best salespeople embody these traits while everyone else is just ‘selling.’” — BILL BURNETT, executive director of Life Design Lab at Stanford University and #1 New York Times bestselling coauthor of Designing Your Life and Designing Your Work Life “You can have all the data in the world, but it won’t do you any good if you don’t have a mindset that gives you permission to challenge what you’re expected to do with it. The Unsold Mindset shows readers how to turn their own authentic qualities into their greatest strengths.” — MARK ROBERGE, Harvard sales professor, former chief revenue officer of HubSpot, and author of The Sales Acceleration Formula “Required reading for anyone who wants actionable ways to hack their mindset and become the best version of themselves in any selling situation.” — SEAN ELLIS, author of Hacking Growth

Read more less

Book SynopsisShaun Smith is founder and partner of the customer experience consultancy Smith+Co, working with leading brands. A thought leader on customer experience strategy, he has featured many times on CNBC's Ask the Expert. He is the co-author of Bold (Kogan Page), Uncommon Practice and Managing the Customer Experience.Andy Milligan is a leading consultant on brand culture. He has worked for almost 20 years advising major organizations on brand building, customer experience and internal culture. Andy appears regularly in the media. He is the author of Brand it Like Beckham and co-author of Bold (Kogan Page), Uncommon Practice and Don't Mess with the Logo.Trade Review"To define a purpose that will galvanise the entire organisation is a leap of faith and requires strong leadership, but it also requires the clear and compelling process outlined in this book if you are to embark on this incredible journey." * Patrick Dempsey OBE, former Managing Director of Whitbread Hotels & Restaurants *"Shaun and Andy have created another great book, On Purpose, describing simply how great businesses use purpose and focus to fill customer needs and create value. Well done." * Vernon W. Hill II, Founder/Chairman of Metro Bank *"Creating a WOW experience for customers starts with creating a WOW experience for employees and both need to be based on your purpose. This book can show you how." * Tony Hsieh, CEO of Zappos.com, Inc. and New York Times bestselling author of Delivering Happiness *"With their latest book, Shaun Smith and Andy Milligan delve even further into the fabric of customer-focused companies, exploring the very purpose of these brands, and making a convincing correlation between customer advocacy and a strong sense of company purpose.... But On Purpose isn't just thought-provoking - it is also action-provoking. It will surely generate an urgent sense of soul-searching amongst those whose brands are built as money-making machines. But it will also encourage those brands built on more purposeful foundations to revisit their philosophies and ensure that these are being clearly communicated both to employees and customers. The key message of this terrific book is that brands need to be engaging and inspiring to stand out from the crowd. And without a clear sense of purpose - within the company, its leaders, its staff and its communications - brands will struggle to be distinctive." * Neil Davey Editor, MyCustomer, Group Editor SIFT MEDIA *"Shaun Smith and Andy Milligan have added another strong chapter to their purpose. This is a must read for any leader who is looking at differentiating their business by asking the important "why" and "why us" questions. It will provide excellent guidance on how to create your own journey and, most importantly, how to stick to it once your business purpose has been found." * Frans-Willem de Kloet, Managing Director & CEO UPC Czech Republic *"No successful business leader of the future can feel exempt from reading this remarkable book. It is by two global experts, extremely readable and compelling in its key message to place customer experience at the very core of every business." * Roger Harrop, The CEO Expert, Author, International Speaker *"Every now and then a truly cutting-edge book comes along that changes everything we know about the secrets of organizational greatness. On Purpose is a profound yet practical book no leader should miss reading. Laced with powerful examples and pragmatic practices, and written in a poignant style, Smith and Milligan reveal the mysteries of long-term enterprise success." * Chip R. Bell, author of The 9½ Principles of Innovative Service *"'On Purpose' wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having 'an authentic and credible sense of purpose'. It explores why this matters to consumers and employees alike - we all need to have an emotional connection with the purpose of a brand. ... Whether you are looking for validation of existing knowledge; new ideas to take your approach to Customer Experience forward; or just inspiration from two of the most experienced 'specialists' around, this cracking book has something for everyone interested in wanting to answer this fundamentally critical question: "what purpose does my business serve"." * Ian Golding, Customer Experience Specialist and Certified Customer Experience Professional, Customer Experience Consultancy Ltd *"Great book - highly recommended!" * Joe Pine, co-author of The Experience Economy *Table of Contents Section - ONE: Stand Up; Chapter - 01: Purpose Driven; Chapter - 02: Purposeful Leadership; Section - TWO: Stand Out; Chapter - 03: Infectious Communication; Chapter - 04: Distinctive Customer Experience; Chapter - 05: Continuous Innovation; Section - THREE: Stand Firm; Chapter - 06: Cult-Like Culture; Chapter - 07: Distinctive Employee Experience; Chapter - 08: Experience Measurement; Chapter - 09: Never Stand Still; Chapter - 10: On Purpose Profile; Chapter - 11: How to Implement – Successfully; Chapter - 12: Putting the Principles into Practice

Read more less

Book Synopsis

Read more less

Book Synopsis

Read more less

Book Synopsis

Read more less

Book SynopsisBlending the hot topics of new technology, market spaces, competitive strategy and customer behaviour, Customer Capitalism stands conventional wisdom on its head by introducing a new business model which shows how any business can generate increasing returns and gain a massive competitive advantage. Taking examples from companies as diverse as Amazon.com and Mondex, Microsoft and Monsanto, the author explains how businesses can escape the traps of a traditional mindset and originate for the customer rather than the product. These entreprises transform classic product/service categories, moving them away from market share into new "market spaces" where they find new ways of doing for customers. Customer Capitalism does what old capitalism could never do - it gives corporations a sustainable edge. Sandra Vandermerwe shows how to relate the ten principles of customer capitalism to your business and achieve the multiple and exponential rewards of increasing returns. Customer Capitalism generates growing customer value streams from ever-deepening and expanding relationships with individuals who lock-on to an organisation. These customers become an "installed customer base" who want the organisation as their dominant or sole choice on an ongoing basis. The new enterprise becomes the standard for these new ways of doing things by gathering market momentum. A growing number of individuals see and use the new way of doing things, making the enterprise ever more prevalent, and its brand increasingly infectious to others. Central to the concept of customer capitalism are six positive feedback loops which ensure customer lock-on and accelerating growth. Once the loops go into motion as one interlinking, reiterative system then the real forces of the new market and economic dynamics of customer capitalism come into play. Customers become the competitive barrier. Advantage leads to more advantage, success to more success, accumulating increasing returns in new market spaces.Table of ContentsAcknowledgements. Prologue: Changing the Business Model. 1. The Ten Principles of Customer Capitalism. Part One: New Ways of Doing Things. 2. Punctuating the Equilibrium. 3. The Power of to Revolutionize. 4. Becoming the Standard for New Ways of Doing Things. Part Two: The Time Value of Customers. 5. Learning to Customer Originate. 6. Customers as Lifelong Investfments. 7. Giving Margins a Break. Part Three: From Market Share to Market Spaces. 8. One More Time: What's Wrong with Market Share? 9. Market Spaces and Customer Capitalism. 10. Converging Industries and New Market Spaces. Part Four: Getting in Sooner, Staying in Longer. 11. Opportunity Managing in the Customer Activity Cycle. 12. On Higher Ground. 13. The New Electronic Go-between Service Proider. Part Five: Customers as Competitive Barriers. 14. Making Intention the Lever. 15. Getting Personal. 16. Moving to the Point of Acceleration. Part Six: New Competitive Wholes. 17. The Art of Connectivity. 18. Leading to Win-Win. 19. Practiving Complementarity. Part Seven: Locking on and Rolling Out. 20. First Prevalence then Profits. 21. Investing Up Front for Increasing Returns. 22. The Critical Value of Critical Mass. Part Eight: It's the Thought that Counts. 23. The Incredible Weight of Intangibles. 24. The Abundance Factor. 25. Mobilizing Mindpower. Part Nine: Economics of Customer Capitalism. 26 . Spreading the Cost of Learning. 27. The 'Falling Cost per Unit' Phenomenon. Part Ten: Scoring to Win. 29. Pricing for Time. 30. Valuing for Increasing Returns. References, Notes and Points of Departure. Index.

Read more less

Book Synopsis

Read more less

Book Synopsis'Put this on your bookshelf and in your classroom! This is a comprehensive guide to understanding and managing customer relationships from two top scholars and educators.'Dr Linda L PriceUniversity of Wyoming, andEditor, Journal of Consumer ResearchCustomer relationship marketing (CRM) opportunities are embedded in the entire customer journey spanning several touch points across all stages including prepurchase, purchase, and postpurchase stage. Customer relationship marketing evolved from traditional marketing concept and has broadened its scope today, intersecting with the following domains, namely customer buying behavior process models, customer satisfaction and loyalty, service quality, customer relationship management tools and strategies, customer centricity, and customer engagement activities. A comprehensive, state-of-the-art textbook, Customer Relationship Marketing: Theoretical and Managerial Perspectives is organized as follows:

Read more less

Book Synopsis. Nueva edición ampliada del gran éxito mundial.. Libro indispensable para la gestión de equipos.Se trata de una nueva edición de uno de los libros de empresa más importantes del siglo XXI y que se ha convertido en un clásico imprescindible sobre la importancia del trabajo en equipo y la motivación.Además de la historia del libro original sobre el famoso mercado de Pikes Place en Seattle, en esta edición ampliada y reenergizada, los autores han agregado tres breves historias reales más de empresas que han aplicado la filosofía "Fish!".De esta forma se puede ver la aplicabilidad de esta forma de gestionar en distintos ámbitos y lugares. Un libro imprescindible para quienes tengan que gestionar personas.

Read more less

Book SynopsisExperiential marketing - or memorable customer experiences - is proving a popular tool amongst businesses seeking to make an impact in a competitive world. Yet the scramble to achieve a presence among experience providers has led many companies to design and implement experiential marketing without integrating it with their overall marketing strategy. These companies often end up dissatisfying their customers rather than delighting them. This research anthology investigates different angles of experiential marketing. The 16 chapters are organised in six sections. The first section considers whether memorable customer experiences result from the use of traditional marketing practices, perhaps implemented more effectively than previously, or require entirely new practices with new foundations that turn companies into experience providers. Section two details ways businesses seek to build brands through putting experiential marketing into practice, while section three asks whether thereTrade Review'Reading this book is itself a memorable experience. The editors promise that the chapters come at the topic of consumer experience from different angles, and it is clear that they do”ethnographic, experimental, structural equation modeling, theoretical, methodological, critical, and more. The chapters take both managerial and behavioral approaches to the topic of consumer experiences and cover a wide variety of experiential contexts including magazine shops, Las Vegas strip resorts, automobiles, hot chocolate, and package tours. They also introduce a rich variety of experiential elements including luxury, authenticity, scents, and surprise. Some of the best of the materials is found in the concluding section with chapters by Brown and Holbrook offering critiques of experiential marketing. Other chapters also examine what can go wrong in delivering memorable consumer experiences, such as the work by Basil and Basil on ultra-fine dining experiences. All in all, this book provides a much richer examination of consumer experiences than most of the earlier academic and managerial books on the topic.' Professor Russell W. Belk, Schulich School of Business, Canada 'The editors have assembled an impressive collection of papers on the elusive topic of experience marketing. From conceptual foundations and brands through the design and management of customer experiences, the topics covered by papers in this volume provide needed insight to any manager hoping to improve the ability of their offering's experience on customers. I heartily recommended it for both managers and academics.' Valarie A. Zeithaml, David S. Van Pelt Distinguished Professor, Kenan-Flagler Business School,University of North Carolina at Chapel Hill 'This is a very timely and important collection of papers that provides contemporary thinking on key issues of 21st century marketing in a well-structured and well-balanced format. The editors have done an excellent job in choosing contributions that offTable of ContentsList of Figures, List of Tables, About the Editors, About the Contributors, Introduction, Part I Conceptual Foundations, Chapter 1. Experiential Marketing: Understanding the Logic of Memorable Customer Experiences, Chapter 2. Experiential Marketing and Brand Experiences: A Conceptual Framework, Part II. Brands and Brand Communities, Chapter 3. Tally Ho, Chocs Away! The Morgan Motoring Experiences, Chapter 4. Hush, It’s a Secret: How Trappist Breweries Create and Maintain Images of Authenticity Using Customer Experiences, Chapter 5. Brand Communities as Experience Drivers: Empirical Research Findings, Chapter 6. Orchestrating the Experience: Authorship of the Soul. The Case of Mag Nation Melbourne, Part III. Design of Customer Experiences, Chapter 7. Balancing Act: The Impact of Rational and Emotional Designs on Memorable Customer Experiences, Chapter 8 Reflections on Ultra-Fine Dining Experiences, Chapter 9. Co-Production in Memorable Service Encounters: Three Hot Chocolates in Belgium, Part IV. Management of Customer Experiences, Chapter 10. Oh Yeah, I Remember That Store! Memory, Experience, and Value, Chapter 11. Managing Hospitality Experiences: Las Vegas Style, Chapter 12. Considerations in Creating Memorable Tour Experiences, Part V. Methodological Issues 209, Chapter 13. Made it More Memorable? Evaluating the Customer’s Emotional Experience, Chapter 14. The Surprise–Delight Relationship Revisited in the Management of Experience, Part VI. Critique of Experiential Marketing, Chapter 15. Please Hold, Your Call is Important to Us: Some Thoughts on Unspeakable Customer Experiences, Chapter 16. Manufacturing Memorable Consumption Experiences from Ivy and Ivory: The Business Model, Customer Orientation, and Distortion of Academic Values in the Post-Millennial University, Index

Read more less

Book SynopsisOwning a B&B is the dream of many ... More and more people are considering downshifting. Buying a property that can pay for its own upkeep and give you a comfortable lifestyle is a popular option. Not only has the interest grown in becoming a B&B proprietor, so has the interest by the public in the B&B as a viable short-break option. With this rise in popularity, however, come expectations, and this is where this book comes in. - It will help you: - Determine who your customers are- Manage the necessary financial tools- Ready your house for B&B service, or help you buy/build a new one- Successfully market your property- Ensure you make a profit from your enterprise. In short, everything you need to know to make your B&B a truly special place to stay! This book has been written for would-be and current B&B owners. It can be used as a short course giving invaluable insights for the experienced and inexperienced alike.

Read more less

Book SynopsisAn organization seeking to sustain and continually improve its competitive performance over many years must have a strategy a Business Excellence Strategy.This book guides and illustrates the strategic journey to excellence, from major initiatives through everyday improvement programs, and helps the reader achieve of important strategic objectives and goals. This business excellence program will unite employees, internal and external customers, and suppliers through a common set of goals. It will help your organization improve at a pace that will outperform the competition and will elevate your company''s reputation and marketshare.Table of ContentsChapter 1: Introduction. Chapter 2: Leadership. Chapter 3: Strategic Planning.Chapter 4 : Customer Excellence. Chapter 5: Operational Excellence. Chapter 6: Human Resource Focus. Chapter 7: Measurement, Analysis, and Knowledge Management. Chapter 8: Business Results Focus. Chapter 9: Business Excellence Assessment. Conclusion. Glossary of Terms. Bibliography. Index.

Read more less

Book Synopsis

Read more less

Book SynopsisThis book illustrates TQM concepts as they apply to service organizations where a product may or may not be involved. It addresses nine key management areas including cultivating relationships with customers and capacity management.Table of ContentsAn Introduction to Customer Responsiveness. The Evolving Economic Focus: From Conquest to Relationship. Why Should Organizations Be Responsive?. Customer Responsiveness is Activity Based. The Customer-Responsive Model. Examples of Customer-Responsive Organizations. The Customer Relationship Management Task. Delivery Coordination Management Task. Customer-Responsive Demand Economics. Customer-Responsive Cost Economics. Customer-Responsive Pricing. The Customer-Responsive Organization. Customer-Responsive Information Infrastructure. Responsive Relationships. The Evolving Business Focus: Production to Customer Responsiveness. Index.

Read more less

Book Synopsis

Read more less

Book SynopsisSuccessful utility customer service leaders are providing great service while reducing costs. This primer for customer service leaders at all levels outlines successful techniques for creating a customer focused culture, taking costs out of the business and maximizing technology, processes and efficiency. Readers of this book will find easy to implement, proven best practices combined with thoughtful discussions on current strategies and innovations. Additionally insights and case studies from successful utility leaders will amplify the challenges of successfully implementing these best practices. Readers of this book will learn how to: • Build an aligned motivated team • Offer new services and products to meet your customers' needs • Reduce unbilled losses in your meter to cash cycle • Create effective channel management • Define, measure and map your key customer service processes • Utilize workforce management tools

Read more less

Book SynopsisWhat is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book "The Cult of the Customer", Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations.

Read more less

Book Synopsis"Read this book, apply its concepts, and see how your business transforms.” — Marshall Goldsmith, Thinkers 50 #1 Executive Coach and #1 Leadership ThinkerOutstanding leaders make business indispensable. The Merriam-Webster Dictionary defines "Indispensable" as being absolutely necessary and not subject to being set aside or neglected. INDISPENSABLE: Build and Lead A Company Customers Can’t Live Without provides a framework that you can follow to transform your business and features dozens of examples from industry including those drawn from Amazon, Uber, Facebook and more. Each business example illustrates how the concepts offered in the book are already being used to make businesses indispensable in the marketplace. Keep in mind, though, only your customers can decide if your business is indispensable. We don’t get a vote on that. However, there are steps that we can take to improve our chances.A Leader's pursuit of greatness for his or her company is important, but, it’s not enough, and a business does not become indispensable by accident. Outstanding leadership is essential to bring a company from greatness to indispensability. This is an important distinction because anything less than outstanding leadership will not suffice. Why? Outstanding leaders lead by example. They demonstrate desired qualities and behaviors to their followers through their actions and conduct. By doing so, these leaders put forth a sense that they and their teams share the same goals and aspirations, and, that together, they are going to go about achieving these ambitions as one. Indispensable businesses share a common purpose so they need leaders that can set the example.As you read the book, you will come to recognize how vital TRUE leadership is to helping your business become indispensable. Regardless of your rank or position, you must study, learn, exemplify and LIVE these essential behaviors to be able to provide the people you work with and serve: A Captivating Vision: Outstanding leaders can articulate a vision for the future that every staff member can understand and buy-in to. This vision becomes the stuff of rallying cries and establishes the common goal that leader and team will share. Outstanding leadership is required to articulate the vision of being indispensable and to work to drive it deep into the enterprise. If the troops don’t “get” it, they won’t follow. Active Direction-Setting: Next, a game plan for execution must be built in support of that vision. But, building a plan without engaged direction-setting will not suffice. Outstanding leaders at every level will be fully involved, monitoring progress and charting the course for execution throughout their firm’s journey to indispensability. Enlightened Coaching: Outstanding leaders support their team and understand how to provide the “right” touch at the “right” time – directive when the path to success is unclear and supportive when it’s time to empower – just like any world-class coach does when building a champion. A Collaborative Environment: Outstanding leaders know how to establish a collaborative tenor within their area of responsibility. Selfish and egocentric behavior is stomped out; teamwork is recognized and rewarded. There are many great companies – only a few are indispensable. This book was written to help you build an indispensable business – one that your customers can’t live without.Trade ReviewPraise for INDISPENSABLE: Build and Lead A Company Customers Can’t Live Without by James M. Kerr “In his latest book, INDISPENSABLE, Jim Kerr provides a leadership philosophy that is compelling and instructive. He presents a way to combine the essential elements required to build a business that customers can’t live without. Read this book, apply its concepts, and see how your business transforms.” — Marshall Goldsmith, Thinkers 50 #1 Executive Coach and #1 Leadership Thinker, author of New York Times bestsellers What Got You Here Won’t Get You There and Triggers “All of us like to think our businesses are indispensable. Few of them truly are. James Kerr’s new book, INDISPENSABLE, provides insights that demonstrate what it truly means to be an indispensable enterprise. It is a matter of people, culture, strategy, and, of course, leadership. The book is packed with real-life examples culled from Kerr’s research and consulting practice. The result is a book that will make you and your business indispensable.” — John Baldoni, internationally recognized executive coach and leadership educator and the author of 14 books, including GRACE: A Leader’s Guide to a Better Us “Anyone familiar with Jim Kerr’s previous books knows that he has a knack for demystifying complex business ideas. He has done it again with INDISPENSABLE. Follow the agenda offered here and make your business indispensable.” — Harry M. Jansen Kraemer, Former Chairman & CEO, Baxter International and Clinical Professor of Leadership Northwestern University Kellogg School of Management “The straightforward, common-sense principles in Jim Kerr’s book Indispensable are exactly what you need for building a durable business in today’s world of connected and empowered customers, easily disengaged workers, and accelerating technological change. If you’re trying to ensure your own company’s success in the 21st Century, then you should consider INDISPENSABLE to be, well, indispensable.” — Don Peppers, Speaker, CX Expert, and Co-Author of Extreme Trust: Honesty of a Competitive Advantage “In INDISPENSABLE, leadership expert James Kerr provides readers with a simple, yet highly effective blueprint for transforming any business — taking it from great to astounding. With this book as your guide, your business can become truly indispensable and gain the tremendous benefits that result.” — Peter Economy, Inc.com The Leadership Guy columnist “James M. Kerr’s new book will catapult your organization from irrelevant to indispensable. By following the roadmap Jim provides, you will develop the systems, people, and culture that will deliver sustainable success in the midst of increasing competition.” — Skip Prichard, CEO, OCLC, Inc., Wall Street Journal bestselling author of The Book of Mistakes: 9 Secrets to Creating a Successful Future “This book could not come at a better time. This is a must read for every organization who is looking to survive and thrive in an uncertain world. Jim has created a roadmap to ensure that you understand what truly drives your business in a way that is both accessible and immediately actionable." — Nadia Bilchik, former CNN Editorial Producer and President Greater Impact Communication.

Read more less

Book Synopsis

Read more less

Book SynopsisA bold new look at how technology can become a force multiplier to deliver more empathy and integrate deeper, more personalized human connections into everyday business interactions at scale. While the world has never needed more empathy than today, too often technology is used by businesses as a substitute and a barrier to real human connection. We’ve all experienced dumb chatbots, automated scripts and poor employee interactions that dehumanizes customer interactions. That’s because brands have focused on company centric business strategies, processes and technology. However, simply put: No customers, no business. What if, by transforming the old company-centric way of doing business and putting customers and employees front and center, businesses could succeed faster than ever before and not at the expense of their most important assets—the very people who make it possible to be in business? Empathy is a powerful construct for a better world and a better business. It’s not a synonym for nice. Empathy is about respect and treating people in the context of their unique situation in a highly personalized way. In this groundbreaking new book, longtime technology leader and current CEO of Genesys, Tony Bates teams up with researcher and customer experience evangelist, Dr. Natalie Petouhoff to define a new path forward to put empathy into action. By using strategies and technologies as the flywheel to orchestrate systems of listening, understanding and predicting, as well as, taking action and learning from those interactions at scale, businesses can easily put the customer and employee first, not only meet the ever-changing customer and employee expectations, but also leapfrog their competition. They predict empathy is the next frontier in technology. This book is aimed at sparking an industry-wide conversation about how exponential technologies like, AI and cloud can enable a more empathetic world. Trade Review"A book with the credibility and experience to start a broader business conversation about delivering better customer experiences through empathy." John Chambers - Chairman Emeritus, Cisco and CEO JC2 Ventures"Whether you are a start-up or an intraprepreneur inside a company, this book is your key to become obsessed with your customer and your employees. The author's four empathy pillars - listen, understand + predict, act and learn are the key to what drives innovation and disruption. I can't wait for my students and clients to dive into this book."Jan Ryan - Professor and Exec Director of Entrepreneurship & Innovation at University of Texas & Partner at Capital Factory, Inc"Bates and Petouhoff examine why customer experiences have fallen short in the past and spark your imagination about a new world of superior, empathetic customer experiences."John Donahoe - President and CEO, Nike"Experience" happens when leaders guide their organization to behaviors and habits that earn admiration and sustainable growth. Use this book as a practical guidebook to achieve these outcomes."Jeanne Bliss - Best-selling author of Chief Customer Officer"Filled with new perspectives on the power of empathy in anticipating and delivering on customer expectations, I recommend this valuable book for anyone looking to innovate customer experience." Shantanu Narayen - Chairman, President & CEO, Adobe Inc. "Empathy in Action provides tremendous insight into the opportunity for leaders to blend empathy and experiences in a way that leads to better business outcomes."Pat Gelsinger - CEO, Intel "Empathy in Action delivers a systematic, intentional approach to transform your organization. Keep this book close by because you'll be referencing it frequently!"Charlene Li - New York Times bestselling author of The Disruption Mindset and Founder of Altimeter"If you care about your customer and employees, I recommend Empathy in Action for your whole organization. It's a guide for reexamining our approaches to customer and employee experience that has the potential for those daring enough to shift paradigms to transform business as we know it."Sandy Carter - VP, AWS WWPS Partners and Programs"This book explores how it all starts with employee satisfaction - which directly correlates with customer satisfaction. If companies want to stay relevant in this new world - these dynamics must be explored and implemented." Andrea Chin - Executive Director Global Consumer Care - IT at The Estée Lauder Companies Inc."All roads in business, service and relationships lead back to respect. Our success is contingent not only on our ability to solicit loyalty, but to deliver an experience that show that we are listening; we care. Empathy is personalizing respect, and this book sets the tone for our changing world, and expectations of our employees and customers. Empathy In Action explains a bold shift towards relying more heavily on prosocial innovation."Odessa Jenkins - President, Emtrain"For a decade or more, we have been talking about customer-centrism, and customer experience. Last year, during the pandemic, we began to hear about the importance of business empathy in realizing a great customer experience. But very little had been done about what that actually means when it's put into action. But now industry dynamo Natalie Petouhoff who is currently the Chief Empathy Officer at Genesys and the Genesys CEO, Tony Bates, take empathy and give it substance. Not only do they help define how to see and feel the shoes the customer is in, but also what it takes to walk in those shoes. If you want to truly understand, what empathy means in business, how to apply it and how to measure how successful you have been, then this is a must have book. So, if you feel anything for your customers, order this book and start reading it, even if you are still in your own shoes when you do. Because, trust me, by the time you are done, you will be living the book's title - "Empathy in Action."Paul Greenberg - Best-selling author CRM at the Speed of Light (4 Editions) "In an age where almost every interaction we have is through a lens of technology, too many nameless faceless corporations have set aside the human connection for the bottom-line efficiency of technology. The secret to loyal customers isn't in technology or efficiency, it is in creating that empathetic connection at scale. In this amazing book Empathy in Action, Tony has laid out a road map for leaders to lead from the front and reestablish that critical empathetic human touch. A must have for any leader's library."Alan Webber - Program VP, Customer Experience Strategies | IDC.com"Empathy as a leverage tool toward employees and customers loyalty, and company growth. --Empathy in Action closes the gap between theory and what occurs to your customers and employee experience when you add Empathy to the formula. Unlike many other books expressing the author's ''opinion'', you have a book based on facts, outstanding research, exceptional proofed results, and great ideas that will help your company evolve. We are still far from closing all experience blind spots, but this book will certainly bring you many steps closer. I highly recommend this book if you want to insert Empathy in your organization effectively! A practical reading that will assist your organization to gain real market differentiation and advantage."Ricardo Slatz Gulko - Co-Founder of European Customer Experience Organization"Few people are as qualified to dissect and discuss the important of empathy in business and culture as Dr. Natalie Petouhoff. Her deep expertise in understanding the wants, needs and psychology of both customers and employees gives her unique insights into how better understanding leads to better business results. Empathy In Action will no doubt be a must read for business leaders, the C-Suite and even the "E-suite"—those seeking to obtain deeper levels of empathy, to better serve customers, employees and citizens."David Armano, Founder - Armano Design Group, Forbes Contributor, Former Edelman Executive"Companies are missing the massive opportunity to transform their transactional relationships with customers into bonds that are formed and informed by their experiences. In all my research and writing, it is clear that businesses with a traditional approach to customer service have only a matter of time before they're replaced by a vendor that truly understands and wants to help their customer. This book offers readers the rationale behind adopting a customer-centric business model and the unexpected blind spots to avoid."Adrian Swinscoe - advisor, best-selling author and Forbes contributor

Read more less

Book SynopsisCustomer service is vital to a profitable business. Learn why customer service can make you more profit, win you more customers, and get your existing customers to spend more. This book takes you step-by-step the key elements of excellent customer service, and show you how your business can improve now and how to get your customers coming back for more.

Read more less