Customer services Books
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Customer-Data-Plattformen: Grundlagen, Systeme,
Book SynopsisDieses Buch beantwortet grundlegende Fragen zu CDP, gibt einen Überblick über aktuelle CDPs und identifiziert deren Vorteile und Schwachstellen. Zudem setzt es sich mit unterschiedlichen Entwicklungen im Marketingumfeld auseinander, die starke Treiber für den Einsatz einer Customer-Data-Plattform (CDP) sind. Marketing-Entscheider sowie Verantwortliche aus den Bereichen Online-Marketing und E-Commerce erhalten Tipps, wie die passende CDP ausgewählt und implementiert werden kann. Zudem ist dieses Buch interessant für alle Entscheider, die sich damit beschäftigen, wie sie ihren Konsumenten ein besseres Kauferlebnis bieten können. Dabei geht Jonas Rashedi nicht nur auf die technischen Aspekte ein, sondern beleuchtet auch die organisationsbezogenen Voraussetzungen für die erfolgreiche Implementierung und Verwendung einer CDP. Praxisbeispiele veranschaulichen die Inhalte.This book offers an excellent introduction to the CDP category. I recommend it for anyone trying to understand what CDPs do, whether a CDP is right for their company, and how to select the right CDP.David M. Raab, Gründer und CEO des CDP InstitutesTable of ContentsEntwicklungen im Marketingumfeld als Treiber für den Einsatz von CDPs.- Was ist eine CDP und was ist es nicht?.- Funktion, Aufbau und Arten von CDPs.- Aktuelle CDPs und deren Schwachstellen.- Auswahl und Implementierung eines CDP.- CDP – Wie geht es weiter?.
£28.49
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Impulse für das Marketing im New Normal: Was
Book SynopsisDieses essential gibt einen kompakten Überblick darüber, was Marketingorganisationen im New Normal beachten müssen. Denn unzählige neue Anforderungen innerhalb der VUCA-Welt haben die Gesetzmäßigkeiten des wirtschaftlichen Miteinanders zwischen Unternehmen und ihren Kunden maßgeblich verändert und die Coronakrise ist hier als beispiellose Entwicklung zu sehen.Dies lässt Unternehmen mit vielen Aufgaben zurück, vor allem müssen die Komponenten Markt- und Kundenorientierung im Rahmen der Marketingstrategie neu gedacht und zeitgemäße strategische Leitplanken zwecks Kundenbindung entwickelt werden. In Zeiten des Wandels und der Krisen bedarf es nun neuer Sichtweisen für die Aufgaben von Morgen, um die eigene Marketingstrategie in einer zunehmend komplexer werdenden Welt noch krisenfester zu gestalten.Table of ContentsBrandbeschleuniger Corona.- Umparken im Kopf: Das New Normal Mindset.
£11.77
Uniwersytet Jagiellonski, Wydawnictwo Customer Encounters on Twitter – A Study of
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
£35.70
Springer Verlag, Singapore The Post-Pandemic Business Playbook:
Book SynopsisCOVID-19 forced a dramatic change to customer behavior that resulted in an economic crisis not witnessed by anyone alive. Businesses can no longer operate as before because their customers are no longer operating as before. This book provides customer-centric based guidance for how businesses should adapt to this new reality, deriving insights from academic research, case studies, interviews, and best practice examples from around the world. As validated by hundreds of top-level executives, its readers will gain a better understanding of why customer behavior has changed so they can use the book’s solutions to navigate through and succeed in the post COVID-19 future.Table of Contents 1.Introduction.- 2.Section One: How and why the COVID-19 economic crisis occurred? A customer behavior-based perspective.- 3.Five phases for how customer behavior changed in response to COVID-19.- 4.Psychological and economic explanations for why the COVID-19 economic crisis occurred.- 5. Section Two: Customer-centric growth strategies.- 6. An opportunity unlike ever before.- 7. First quadrant: status quo growth strategy.- 8. Second quadrant: new customer markets.- 9. Third quadrant: new products.- 10. Fourth Quadrant: Diversify simultaneously into new markets with new or modified products.- 11. Section Three: The COUNTER COVID customer-centric framework your firm needs to employ NOW.- 12. Create emotional connections to CREATES loyalty.- 13. Demonstrate product value.- 14. Extend digital footprint.- 15. Conclusion.
£20.99
Urano Fish - Edicion 20 Aniversario
Book Synopsis
£12.92
Urano Marketing Simple
Book Synopsis
£16.99
Taylor & Francis Ltd Implementing SAP Crm
a huge range and FREE tracked UK delivery on ALL orders.
£54.14
Taylor & Francis Ltd Factory Information Systems
a huge range and FREE tracked UK delivery on ALL orders.
£58.99
Taylor & Francis Ltd The Practical Guide to Achieving Customer Satisfaction in Events and Hotels
a huge range and FREE tracked UK delivery on ALL orders.
£35.99
Taylor & Francis Ltd The Practical Guide to Achieving Customer Satisfaction in Events and Hotels
a huge range and FREE tracked UK delivery on ALL orders.
£128.25
Taylor & Francis Ltd Better Customer Service Simple Rules You Can Apply Today
a huge range and FREE tracked UK delivery on ALL orders.
£128.25
Taylor & Francis Ltd Digital Channels and Social Media Management in Luxury Markets
a huge range and FREE tracked UK delivery on ALL orders.
£43.69
Taylor & Francis Ltd Six Sigma in Transactional and Service Environments
a huge range and FREE tracked UK delivery on ALL orders.
£999.99
Taylor & Francis Ltd Marketing Logistics
a huge range and FREE tracked UK delivery on ALL orders.
£45.59
Taylor & Francis Ltd Customer Relationship Management
a huge range and FREE tracked UK delivery on ALL orders.
£56.04
Taylor & Francis Ltd Handbook of CRM
a huge range and FREE tracked UK delivery on ALL orders.
£999.99
Taylor & Francis Ltd Developing knowledgebased client relationships Leadership in Professional Services
a huge range and FREE tracked UK delivery on ALL orders.
£43.69
Taylor & Francis Ltd Building Customerbrand Relationships
a huge range and FREE tracked UK delivery on ALL orders.
£999.99
Taylor & Francis Superior Customer Value
a huge range and FREE tracked UK delivery on ALL orders.
£156.75
Taylor & Francis Ltd The New Customer Experience Management
Book SynopsisA comprehensive guide to a burgeoning field, this book shows how to design and implement a future-proof post-sales service program focused on proactively addressing customers' needs in a personalized way. For too long, companies have detached from customers after the moment of purchase and done post-sales service in a way that is reactive, generic, and not scalable. Empowered by the boom in data availability and analytics, future-ready companies will offer their customers proactive personalized post-sales service and reap tangible benefits, including higher customer satisfaction and retention and less negative word of mouth leading to increased sales and customer lifetime value. As the stories in this book demonstrate, companies like Amazon, Adobe, Garmin, and Liberty Global are leading the way, but companies do not have to be global giants to capitalize on the techniques presented in this guide. To excel at customer experience (CX) management, companies need to implement thTrade Review"If you are doubting your CX initiatives, then this is the book for you! It describes a well-researched and clearly thought out process to proactively support customers achieve their real goals, creating value and thereby genuine satisfaction. Read this book if you dare to be a radical agent of change!" - Matthew Tod, Former leader of PWC Customer Consulting"At last, a step-by-step guide to delivering real-world revenue from long under-utilised customer experience data. When implemented well Yorgov’s approach is proven to noticeably raise customers’ experience, positively impact tenure and increase recommendations."- Iain Bell, Former Director, Client Data Services at Afiniti, Director Customer Analytics at Liberty Global, and Head of Customer Intelligence at BSkyB"Ivaylo Yorgov's book offers fascinating insights into how to strengthen the bond between you and your customers. It's a "must read" for managers and CX practitioners who want to ensure that customers remain loyal, even after the sale!"- Michael Brandt, CCXP, Founding Member and Ambassador of the European Customer Experience Organization (ECXO), ex-Group Vice President - Customer Experience at ABB"If you are doubting your CX initiatives, then this is the book for you! It describes a well-researched and clearly thought out process to proactively support customers achieve their real goals, creating value and thereby genuine satisfaction. Read this book if you dare to be a radical agent of change!"Matthew Tod, Former leader of PWC Customer Consulting"At last, a step-by-step guide to delivering real-world revenue from long under-utilised customer experience data. When implemented well Yorgov’s approach is proven to noticeably raise customers’ experience, positively impact tenure and increase recommendations."Iain Bell, Former Director, Client Data Services at Afiniti, Director Customer Analytics at Liberty Global, and Head of Customer Intelligence at BSkyB"Ivaylo Yorgov's book offers fascinating insights into how to strengthen the bond between you and your customers. It's a 'must read' for managers and CX practitioners who want to ensure that customers remain loyal, even after the sale!"Michael Brandt, CCXP, Founding Member and Ambassador of the European Customer Experience Organization (ECXO), ex-Group Vice President – Customer Experience at ABBTable of ContentsIntroduction Section 1: The Foundations of Proactive Personalized Post-Sales Service (PPPS) 1. Value-Creation: A Framework for Marketing 2. The Power of Proactive Personalized Post-Sales Service 3. The Limitations of the Existing Post-Sales Service Initiatives Section 2: A Roadmap for Proactive Personalized Post-Sales Service 4. Is Human Behavior Predictable? 5. Roadmap Step 1 – Kick-Off : Set Goals, Plan, and Get Buy-In 6. Roadmap Step 2 – Input: Collect Customer Feedback 7. Roadmap Step 3 – Input: Collect Customer Data 8. Roadmap Step 4 – Understanding: Analyze the Data 9. Roadmap Step 5 – Action: Initiatives for Customer Inspiration, Motivation, Education, and Adjustments on the Fly 10. Roadmap Step 6 – Scale-Up: Expand Your Initiatives to Your Full Customer Base 11. Challenges in Designing and Running Proactive Personalized Post-Sales Service Programs Recap Supplemental Material Index
£118.75
HarperCollins Publishers Inc The Unsold Mindset
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
£20.90
Hachette Books Fish A Proven Way to Boost Morale and Improve
Book Synopsis"All-new discussion guide and success stories"--Jacket.
£25.20
Zondervan Know What Youre FOR
Book SynopsisKnow What You’re FOR details an effective growth strategy for businesses and nonprofits by closing the gap between two simple questions: What do you want to be known FOR? What are you known FOR? When the two answers match, organizations gain incredible momentum by unleashing the most powerful marketing force there is: lasting word-of-mouth support.
£999.99
John Wiley & Sons Inc ServiceOriented Architecture SOA A Planning and
Book SynopsisPraise for Service-Oriented Architecture This book provides a superb overview of the SOA topic. Marks and Bell provide practical guidance across the entire SOA life cycle-from business imperatives and motivations to the post-deployment business and technical metrics to consider.Trade Review"In the end, SOA, delivers what is the first and perhaps most comprehensive road map yet for IT executives, team leaders and developers, whether they are in the business field or government." (Public CIO, October 2006)Table of ContentsPreface. Chapter 1: Introduction to the SOA Business Model. Elements of an SOA. Conceptual SOA Vision. Services. Enabling Technology. SOA Governance and Policies. Metrics. Organizational and Behavioral Change. SOA: Behavior and Culture. New SOA Conceptual, Architectural, and Organizational Models. SOA: Its Time Has Come. SOA: Evolved Enterprise Integration. SOA Means “Service-Oriented Agility”. Service-Oriented Business: SOA = Business-Oriented Architecture. Characteristics of a Zero-Integration Enterprise. What Are the Challenges of SOA? Chapter 2: General Model for Services. SOA Is All About Services. Services Address Persistent Challenges and Present New Opportunities. General Model of Services. Services in an SOA Context. Service Lifecycle. Summary. Chapter 3: SOA Business Modeling. SOA Business Iteration Model. SOA Business Modeling. Identify Major Business Challenges: Imperative Analysis. Focusing Your SOA Efforts. Summary. Chapter 4: Services Identification, Analysis, and Design. Begin with Candidate Business Services. Business Process Analysis. Core Entity Analysis. Opportunistic Approach via Already-Budged Projects. Business and Domain Expertise. Preexisting Services. Existing Business Applications. Top-Down or Bottom-Up? Both, Then Iterate. Focus on Candidate Business Services. Service Analysis and Design. Candidate Service Analysis. Service Design. Bottom-Up Design and Analysis Approach. Summary. Chapter 5: SOA Technology and Services Integration Model. Service Integration Model Framework. Service Integration Generic Notation. Service Integration Principles. Service Integration Design. Service Integration Modeling. Service Product Mapping Component: Integration Product Mapping Strategy. Summary. Chapter 6: Fundamentals of SOA Asset Reuse: Service Reusability Model. Major Influences on Service Reusability. Service Reuse Model. Service Reusability Strategy. Service Construction. Service Integration. Service Management. Summary. Chapter 7: SOA Governance, Organization, and Behavior. Architecture’s Role in an SOA. Dynamic Architecture versus Static Architecture. SOA: Spatial and Temporal Challenges. SOA Governance Overview. Organization of Governance. What Does SOA Governance Do? SOA Governance Organizational Model. SOA Governance Processes. Closed Loop SOA Governance. What Is the SOA Governance Process? SOA Policies: Where SOA Governance Gets Real. SOA Governance Implementation and Integration. Enabling Technology of SOA Governance. SOA Behavioral Model: Beyond SOA Governance. Summary. Chapter 8: Architecture Organization Model. When Should Enterprise Architecture Be Reviewed? Key Questions. SOA-Driven Enterprise Architecture Model. Business Requirements. Technological Requirements. Architecture Disciplines. Architecture Practices. Architecture Roles. Architecture Role Models. Positioning of Architecture Organizations: An SOA Perspective. Architecture Organizational Management Structure. Summary. Chapter 9: SOA Business Case and Return on Investment Model. Achieving SOA Value. SOA Value Considerations. SOA Value Points. Big Hairy Audacious Value. SOA Process. Process Approach to SOA ROI. Exploring the SOA Value Model. SOA ROI Threshold Model. Targeting ROI with SOA Initiatives. SOA and Services Reuse. SOA Metrics and SOA Scorecards. Summary. Index.
£49.32
BuilderBooks Beyond Warranty Building Your Referral Business
Book SynopsisIt's a proven fact-maintaining positive relationships with homeowners after move-in increases sales. Savvy builders are putting this potent marketing force to work by ensuring that their after move-in services gives them the competitive edge.Trade Review"Carol has done it again! Beyond Warranty: Building Your Referral Business is packed with real life examples of how to improve customer communication systems, drive referral business, and convert satisfied customers into your best salespeople. When every sale is precious, these concepts have never been timelier. I am one of her most passionate fans." -- Bob Whitten, SMA Consulting, Orlando, Florida
£35.62
Point B, Inc LESSONS UNLEARNED 25 Years in Customer Service
Book Synopsis
£19.94
HarperCollins Focus What Customers Crave
Book Synopsis
£16.71
HarperCollins Focus What Customers Hate
Book SynopsisThis book will teach you how to eliminate what customers hate and lead your market and customer satisfaction.
£14.24
Sourcebooks, Inc The 10 Golden Rules of Customer Service The Story
Book SynopsisThe customer service playbook that will help blitz the competition and win life-long customers.
£12.99
Red Wheel/Weiser 50 Powerful Ideas You Can Use to Keep Your
Book Synopsis
£9.99
Select Books Inc We: The Ideal Customer Relationship
Book SynopsisIn this fresh, original book, Steve Yastrow turns conventional sales and marketing on its head by showing what really motivates your customers: A strong relationship with your business. Both a manifesto and how-to guide, We: The Ideal Customer Relationship will change the way you interact with customers.and change the way your customers think about you.
£17.95
Red Wheel/Weiser Customer Service in an Instant: 60 Ways to Win
Book Synopsis
£10.99
Berrett-Koehler Wired and Dangerous: How Your Customers Have Changed and What to Do About It
Book SynopsisIn an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain â they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a companyâs customer service doesnât adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what todayâs customers expect and how to give it to them. In Wired and Dangerous, Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call âœService Calmâ. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: 1) Deal with Self, 2) Deal with Customer, 3) Deal with Context.
£16.19
Red Wheel/Weiser 501 Ways to Roll out the Red Carpet for Your
Book Synopsis
£12.34
Worldchangers Media Legendeering: The Brand-New (But Tried and True)
Book Synopsis
£27.99
Worldchangers Media Legendeering: The Brand-New (But Tried and True)
Book Synopsis
£19.54
V & R Unipress GmbH Kulturbedingtheit der Sprechakte im Callcenter
£46.75
Urano Friccion
Book Synopsis
£37.50
Bocconi University Press Signature Experience: Art and Science of Customer
Book SynopsisThe book vision is that fashion and luxury brands should “craft” the Customer Experience and the journey as they do with products, injecting creativity in all relevant touch-points. In crafting the experience not only physical and digital touch-points will be considered but we stress for the first time the importance of human touch-points. However crafting is not enough if the execution is not well engineered. The greatest challenge we underline is that the fashion and luxury organizations are usually divided into sylos (design, marketing, sales…) and more product-centric then consumer-centric. To become signature the customer journey should be the result of a new organisation design and company culture enabled by three factors: data and technology, people and organizational mechanisms and processes design and execution.
£28.45
Winsource Publishing LLC The Social Styles Handbook: Adapt Your Style to
Book Synopsis
£20.88
