Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Download or read book Managing Customer Trust Satisfaction and Loyalty through Information Communication Technologies written by Eid, Riyad and published by IGI Global. This book was released on 2013-03-31 with total page 427 pages. Available in PDF, EPUB and Kindle. Book excerpt: Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities. Managing Customer Trust, Satisfaction, and Loyalty through Information Communication highlights technologys involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage. This reference is a vital source for organizational managers, executives, and professionals, as well as academics and students interested in this constantly changing field.
Download or read book Self Service in the Internet Age written by David Oliver and published by Springer Science & Business Media. This book was released on 2009-03-02 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dave Oliver, Celia Romm and Fay Sudweeks This book follows previous texts: Celia Romm and Fay Sudweeks (eds) (1998), Doing Business Electronically: A Global Perspective of Electronic Commerce, and Fay Sudweeks and Celia Romm (eds) (1999) Doing Business on the Internet: Opportunities and Pitfalls. Not only is this current book about doing something, but it also aims to present insights into how electronic commerce impacts upon the lives of everyday people; in other words, how electronic commerce is received, as well as how it is ‘done’. Accessing the Internet on a regular basis has become an established activity for many people. This activity gives academics and researchers the opportunity to observe and study the nature and effects of this engagement in society. The influence of the Internet in our social fabric also provides the incentive for organizations to implement a web presence. As expressed in the title Self-Service on the Internet: Expectations and Experiences, we aim to present the expectations or reasons for the availability of various services on the Internet, and social responses to these developments, i. e. the experiences. These are the two main dimensions to the chapters presented in this book. The major component in the title is self-service on the Internet. The term electronic commerce is too restrictive for our purpose as it tends towards commercial overtones, which do not especially concern us.
Download or read book Advancing the Service Sector with Evolving Technologies Techniques and Principles written by Wang, John and published by IGI Global. This book was released on 2012-01-31 with total page 390 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book discusses the application of information systems to service creation, modeling, and evolution, covering foundational concepts and innovations in service management, service-oriented computing, strategic information systems, and Web services"--Provided by publisher.
Download or read book Enhancing Enterprise and Service Oriented Architectures with Advanced Web Portal Technologies written by Adamson, Greg and published by IGI Global. This book was released on 2012-03-31 with total page 323 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service-oriented architectures are of vital importance to enterprises maintaining order and service reputation with stakeholders, and by utilizing the latest technologies, advantage can be gained and time and effort saved. Enhancing Enterprise and Service-Oriented Architectures with Advanced Web Portal Technologies offers the latest research and development within the field, filled with case studies, research, methodologies, and frameworks from contributors around the world. In order to stay abreast of the cutting-edge research in the field, it is vital for academics and practitioners to stay involved and studied with the latest publications. This volume contains a wide range of subject matters, levels of technical expertise and development, and new technological advances within the field, and will serve as an excellent resource both as a handbook and a research manual.
Download or read book Contemporary Research in E marketing written by Sandeep Krishnamurthy and published by IGI Global. This book was released on 2005-01-01 with total page 356 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation E-marketing is intrinsically interdisciplinary with academic researchers in many fields conducting research in the area. This book brings the work being conducted in many disciplines to one outlet, encouraging cross-fertilisation of ideas and greater dissemination of key research concepts.
Download or read book Creating Superfans written by Brittany Hodak and published by Page Two. This book was released on 2023-01-10 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Superfans aren’t just for pop stars and NBA teams. What if your customers loved your brand the way Swifties love Taylor or Drake loves the Raptors? In Creating Superfans, entrepreneur, keynote speaker, and fan-engagement guru Brittany Hodak shares the proprietary five-step SUPER Fan System she developed running successful campaigns and products for globally known brands including Walmart, Disney, Amazon, Katy Perry, the Boston Red Sox, and more. With her trademark mix of humor and sharp business insights, she combines entertaining stories from her years of working with major stars like Dolly Parton and KISS with case studies of familiar brands and companies to illustrate the effective and easy-to-master system for transforming customers into passionate advocates of your brand. You’ll learn how to: - define, understand, and share your own unique brand story - better capture, understand, and utilize customer feedback - connect your brand’s story to your individual customers’ stories - make exceeding customer expectations business-as-usual - regularly earn and capitalize on customer referrals You’ll also get checklists, exercises, and easy-to-implement tools that will have you building your very own legion of superfans right away. Whether you’re launching a career as a recording artist, running a tech startup, or helming a hundred-year-old brand, you, too, can tap into the power of superfandom.
Download or read book Amaze Every Customer Every Time written by Shep Hyken and published by Greenleaf Book Group. This book was released on 2013-09-03 with total page 249 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Marketing and Management Sciences written by Damianos P. Sakas and published by World Scientific. This book was released on 2010 with total page 640 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is a collection of selected papers presented at the International Conference of Marketing and Management Sciences held from 23 to 25 May 2008 in Athens, Greece. The papers focus on how globalization has had significant impact on companies, societies and individuals alike. They discuss the need for new strategies and practices that can help cope with changes that arise due to globalization. Written in a simple manner, this book will be of interest to academics studying and teaching marketing and management courses and to managers dealing with strategies to cope with changes due to globalization.
Download or read book Quality Management for IT Services Perspectives on Business and Process Performance written by Praeg, Claus-Peter and published by IGI Global. This book was released on 2010-09-30 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book gives both scientists and practical experts an insight into the many different facets of IT service quality management"--Provided by publisher.
Download or read book European Retail Research written by Thomas Foscht and published by Springer. This book was released on 2014-09-03 with total page 157 pages. Available in PDF, EPUB and Kindle. Book excerpt: The aim of EUROPEAN RETAIL RESEARCH is to publish interesting manuscripts of high quality and innovativeness with a focus on retail researchers, retail lecturers, retail students and retail executives. As it has always been, retail executives are part of the target group and the knowledge transfer between retail research and retail management remains a part of the publication’s concept. EUROPEAN RETAIL RESEARCH welcomes manuscripts on original theoretical or conceptual contributions as well as empirical research – based either on large-scale empirical data or on the case-study method. Following the state of the art in retail research, articles on any major issues that concern the general field of retailing and distribution are welcome.
Download or read book ECEL2009 8th European Conference on E Learning written by Dan Remenyi and published by Academic Conferences Limited. This book was released on 2009 with total page 788 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Advances in Computers written by Marvin Zelkowitz and published by Elsevier. This book was released on 2005-06-14 with total page 394 pages. Available in PDF, EPUB and Kindle. Book excerpt: Advances in Computers covers new developments in computer technology. Most chapters present an overview of a current subfield within computer science, with many citations and often include new developments in the field by the authors of the individual chapters. Topics include hardware, software, theoretical underpinnings of computing, and novel applications of computers. This current volume emphasizes the role of the internet, the world wide web and other aspects of a distributed computing environment. Open source development as well as computing for the handicapped are additional important topics. Key Features: - In-depth surveys and tutorials on new computer technology - Well-known authors are researchers in the field - Extensive bibliographies with most chapters - Important chapters on new technologies for software development: open source development and the technology needed to use the web for electronic commerce - In-depth surveys and tutorials on new computer technology - Well-known authors are researchers in the field - Extensive bibliographies with most chapters - Important chapters on new technologies for software development: open source development and the technology needed to use the web for electronic commerce
Download or read book Managerial Strategies and Solutions for Business Success in Asia written by Ordóñez de Pablos, Patricia and published by IGI Global. This book was released on 2016-11-22 with total page 396 pages. Available in PDF, EPUB and Kindle. Book excerpt: Globalization, sustainable development, and technological applications all affect the current state of the business sector in Asia. This complex industry plays a vital part in the overall economic, social, and political aspects of this region, as well as on a larger international scale. Managerial Strategies and Solutions for Business Success in Asia is an authoritative reference source for the latest collection of research perspectives on the development and optimization of various business sectors across the Asian region and examines their role in the globalized economy. Highlighting pertinent topics across an interdisciplinary scale, such as e-commerce, small and medium enterprises, and tourism management, this book is ideally designed for academics, professionals, graduate students, policy makers, and practitioners interested in emerging business and management practices in Asia.
Download or read book Digital Marketing written by Dave Chaffey and published by Pearson UK. This book was released on 2019-02-05 with total page 614 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now in its seventh edition, 'Digital Marketing' provides comprehensive, practical guidance on how companies can get the most out of digital media and technology to meet their marketing goals.
Download or read book InfoWorld written by and published by . This book was released on 2000-06-26 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: InfoWorld is targeted to Senior IT professionals. Content is segmented into Channels and Topic Centers. InfoWorld also celebrates people, companies, and projects.
