Download or read book Serving Internal and External Customers written by Anne Swartzlander and published by . This book was released on 2004 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: For courses in Customer Service, Marketing Principles in two-year vocational/technical schools, and related classes in Business Education. This unique text uses a model with customers at its center, integrating an organization's service philosophy and strategy, its systems, and its people-management policies that enable it to succeed in the 21st century business environment. With its comprehensive coverage of customer service communication "best practices,"Customer Service" provides innovative concepts and techniques appropriate for both experienced and entry-level customer service providers.
Download or read book Outside in written by Harley Manning and published by Houghton Mifflin Harcourt. This book was released on 2012 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt: For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.
Download or read book Customers Inside Customers Outside written by Michael W. Lowenstein and published by Business Expert Press. This book was released on 2014-01-24 with total page 146 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the past several years, leading companies have entered a period of major marketing and operational adjustment and convergence, or intersection. It’s a reaction to a critical fact of life: Customers—not organizations— now control the decision-making dynamics and how organizations are perceived. We are witnessing significant multichannel media application (and resultant omnichannel access by consumers), along with more effective and pervasive customer data gathering, analysis, and modeling. If you’re observing these major shifts in your own organization, you’ll need this book. Inside, you’ll learn how to build proactive customer communication, improve relationships, drive positive brand perception, optimize channel selection and message personalization, and enhance employee-related factors (hiring, training, reward, recognition), all leading to superior customer experience and a customercentric culture. In addition, the author has incorporated content on “Big Data” generation and analytics, which you’ll master while scoring a direct hit to the moving target—your continuously changing, and increasingly independent, customer base.
Download or read book Employee Ambassadorship written by Michael W. Lowenstein and published by Business Expert Press. This book was released on 2017-04-04 with total page 189 pages. Available in PDF, EPUB and Kindle. Book excerpt: There have been a number of professional and academic studies, in multiple industries, linking employee attitudes and behaviors with the value customers perceive in their experiences. Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Simply, the trend is optimizing employee commitment to the organization and its goals, to the company’s unique value proposition, and to the customer. This is employee ambassadorship, a state beyond satisfaction and engagement where all employees are focused on, and tasked with, delivering customer value as part of their job description, irrespective of location, function or level. There is growing general agreement that both developing employee ambassadors and customer advocates should receive high priority and emphasis if an enterprise is going to be successful. What building ambassadorship does mandate, however, is that having employees focus on the customer will definitely drive more positive experiences and stronger loyalty behavior (for both stakeholder groups). Because antecedent approaches to employee engagement (through research and application) are principally about productivity and alignment, and offer an organization only modest insight about level or degree of customer-centricity, more connection between employee behavior and customer behavior builds focus, effectiveness, and profitability. That is what the content/scope of Employee Ambassadorship will help provide.
Download or read book Strategy from the Outside In PB written by George S. Day and published by McGraw Hill Professional. This book was released on 2010-07-23 with total page 321 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make customer value a C-Suite priority for lasting profits and growth While the Great Recession ravaged the balance sheets of long-standing leaders in their respective industries, many companies have actually gained market share, grown revenuesand profits, and created more value for customers. These are not flash-in-the-pan companies—world-beatersone year and stragglers the next. They are companies like Johnson& Johnson, Procter & Gamble, Fidelity, Cisco, Philips, Walmart, and Amazon. The success of these organizations isn’t the result of a brilliant strategy for bad times; it’sthe outcome of a highly effective long-term strategy that manages thecompany from the outside in. In Strategy from the Outside In, George S. Day and Christine Moormanexplain that the key to such lasting and highly profitable successis the ability to compete on and profit from customer value. It meansoperating from the outside in. It means always building strategy onmarket insight, and ensuring that every part of the company puts customervalue first. Applying years of research, Day andMoorman illustrate that an outside-in view requires constant vigilance and focus on four customer value imperatives: Be a customer value leader Innovate new value for customers Capitalize on the customer as an asset Capitalize on the brand as an asset Day and Moorman take you from theory to practice, with an emphasison real world stories, practical models, and useable metrics sothat you can profit from customer value. From the outside in.
Download or read book Customer reactions to Out of Stock in food retail written by Timo Handermann and published by BoD – Books on Demand. This book was released on 2023-07-21 with total page 118 pages. Available in PDF, EPUB and Kindle. Book excerpt: Due to various events, the availability of goods in retail is currently increasingly being restricted with the result that customers cannot find in food retail (FR) the products they wish to purchase because those products are sold out or not availa-ble for delivery. This situation is also termed Out of Stock (OoS). The reasons for the unavailability of products are often problems in connection with orders for goods, as well as the shelf-filling process within a store. According to literature, in those cases where a customer faces an OoS situation, the customer may postpone the purchase, purchase an alternate product, purchase the product in another store or not purchase at all. Depending on the customers reaction, this will result in a sales decline affecting the retailer and /or manufacturer differently. In these cases, customer reactions are influenced by various factors, such as brand loyalty, availa-bility of offered substitute products and many other factors. Within the scope of a survey, it was found that 36% of the customers predominantly reacted with the purchase of an alternate product of another brand to OoS. Also, 29% of the surveyed were willing to visit another store due to OoS.
Download or read book Customer Understanding written by Annette Franz and published by . This book was released on 2019-09-03 with total page 219 pages. Available in PDF, EPUB and Kindle. Book excerpt: Struggling to ensure that the customer is at the center of all your business does? This book is your guide to putting the "customer" in customer experience. Not sure what that means? Well, for starters, too many executives believe they are delighting their customers. Why wouldn't they think that?! When they focus on growth, those customer acquisition numbers are pretty sweet, but they don't tell the real story. Prioritizing customer retention is critical. But you can't just throw technology at it, give it some lip service, and call it a day. Retention is hard work! You've got to understand who your customers are and what problems they are trying to solve or what jobs they are trying to do. Then you've got to use that understanding to design an experience that helps customers achieve their goals. That's the key to putting the customer in customer experience! Ultimately, you need to bring the customer voice into all meetings, decisions, processes, and designs. The customer must be at the center of all you do. After all, it's all about the customer! In this book, I cover the three approaches to customer understanding: surveys and data, personas, and journey mapping. I could've written the whole book about journey mapping, but there's so much more to building a customer-centric business than journey mapping. The culture must first be deliberately designed to put the customer at the heart of the business. And all foundational elements of a CX transformation must be in place to make that happen. With that knowledge, read this book and: Learn about the three approaches you must use to understand your customers, why you must use them, and how they work together. Create an action plan to ensure insights gleaned from these three approaches are implemented in your organization. Develop and assign personas to your customers in order to better understand their needs, goals, problems to solve, and jobs to be done. Learn the difference between touchpoint maps and journey maps and how touchpoint maps can still be a valuable asset in your customer experience toolbox. Understand why journey mapping is called the backbone of customer experience management - and how to make it so in your organization. Set up and facilitate your own current-state and future-state journey mapping workshops with customers. Set up and facilitate service blueprint workshops with internal stakeholders. Find out how to put the customer at the heart of your business. And more!
Download or read book Customer Service in the Transhuman Age written by Vit Horky and published by . This book was released on 2018 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Reorganize for Resilience written by Ranjay Gulati and published by Harvard Business Press. This book was released on 2010-01-19 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: In an era of raging commoditization and eroding profit margins, survival depends on resilience: staying one step ahead of your customers. Sure, most companies say they're "customer-focused," but they don't deliver solutions to customers' thorniest problems. Why? Because they're stymied by the rigid "silos" they're organized around. In Reorganize for Resilience, Ranjay Gulati reveals how resilient companies prosper both in good times and bad, driving growth and increasing profitability by immersing themselves in the lives of their customers. This book shows how resilient organizations cut through internal barriers that impede action, build bridges between warring divisions, and transform former competitors into collaborators. Based on more than a decade of research in a variety of industries, and filled with examples from companies including Cisco Systems, La Farge, Starbucks, Best Buy, and Jones Lang LaSalle, Gulati exploresthe five levers of resilience: · Coordination: Connect, eradicate, or restructure silos to enable swift responses. · Cooperation: Foster a culture that aligns all employees around the shared goals of customer solutions. · Clout: Redistribute power to "bridge builders" and customer champions. · Capability: Develop employees' skills at tackling changing customer needs. · Connection: Blend partners' offerings with yours to provide unique customer solutions.
Download or read book Customer Experience 3 0 written by John A. Goodman and published by HarperChristian + ORM. This book was released on 2014-08-12 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.
Download or read book Delivering Knock Your Socks Off Service written by Ron Zemke and published by AMACOM Div American Mgmt Assn. This book was released on 2003 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: Outlines the skills and techniques of providing superior customer service.
Download or read book Ignore Your Customers and They ll Go Away written by Micah Solomon and published by HarperCollins Leadership. This book was released on 2020-01-14 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ultimate guide to transforming your customer service, company culture, and customer experience, endorsed by all the top names in the field. Great customer service may be today's most essential competitive advantage. This book gives a step-by-step plan to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational and hilarious tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries. In Ignore Your Customers (and They'll Go Away), you will find: Exclusive customer service secrets and proven turnaround methodologies showing you how to perform effective and lasting customer service transformation within your company. A dive into one of the hottest topics in business today: company culture, specifically how to build and sustain a customer-centric company culture. Case studies and anecdotes from the great customer-centric companies of our time. Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize your memory retention and make every insight actionable. Drawing on a wealth of stories assembled from today's most innovative and successful companies including Amazon, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more, Solomon reveals what it takes to turn an average customer interaction into one that drives customer engagement and lifelong loyalty.
Download or read book 100 Practical Ways to Improve Customer Experience written by Martin Newman and published by Kogan Page Publishers. This book was released on 2018-08-03 with total page 305 pages. Available in PDF, EPUB and Kindle. Book excerpt: FINALIST: Business Book Awards 2019 - Sales and Marketing Category Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business. A unique blend of strategy and best practice, 100 Practical Ways to Improve Customer Experience has a particular focus on multi-channel industries such as retail, FMCG, travel, financial services, leisure, food and beverage, and automotive. These industries are all facing major disruption from trendsetting brands such as Uber, AirBnB and Amazon, and as such, now face more pressure than ever to adopt new practices and remain relevant in a continually competitive marketplace. Featuring case studies packed full of practical examples, this book is a unique and valuable resource for both senior industry professionals looking to transform their business and MBA students. Online resources include a best practice checklist to optimize mobile apps.
Download or read book Federal Register written by and published by . This book was released on 1970-04 with total page 798 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Introduction to Radiologic Technology E Book written by William J. Callaway and published by Elsevier Health Sciences. This book was released on 2019-05-01 with total page 194 pages. Available in PDF, EPUB and Kindle. Book excerpt: Get an introduction to the radiologic technology profession with this solid text! Covering everything a beginning radiography student needs to know, Introduction to Radiologic Technology, 8th Edition lays the groundwork for a successful career. It includes coverage of the coursework required, basic learning skills, a historical perspective on radiology, and insight into key topics such as the language of medicine, digital imaging, patient care, and radiation safety. This book also includes the latest changes in the registry exam and a discussion of the radiographer's role in the practice setting and opportunities for advancement. - A clear, easy-to-read style does not assume you have prior knowledge of the subject matter. - Critical thinking skills are highlighted, with four important steps to take in assessing situations and making informed decisions. - Guidelines for a solid radiography career foundation discuss customer service, ethics and professionalism, and professional organizations. - Thorough introduction to radiologic technology includes a concise overview of what you can expect in your coursework. - Cultural diversity coverage orients you to the challenge of dealing with patients from different cultures in the medical environment. - NEW! Updated career advancement opportunities and newest medical terminology include just the right amount detail for new radiographers. - NEW! Incorporation of SI units of measurement accurately depict current practice standards.
Download or read book Customer Visits written by Edward F. McQuarrie and published by M.E. Sharpe. This book was released on 2008-04-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Visits to customers by a cross-functional team of marketers and engineers play an important role in new product development, entry into new markets, and in exploring customer satisfaction and dissatisfaction. The new edition of this widely used professional resource provides step-by-step instructions for making effective use of this market research technique. Using a wealth of specific examples, Edward F. McQuarrie explains how to set feasible objectives and how to select the right number of the right kind of customers to visit. One of the leading experts in the field, McQuarrie demonstrates how to construct a discussion guide and how to devise good questions, and offers practical advice on how to conduct face-to-face interviews. Extensively updated throughout, this third edition includes three new chapters as well as expanded coverage of the analysis of visit data. It also discusses which industries and product categories are most (and least) suitable to the customer visit technique. The author also covers how the customer visit technique compares to other market research techniques such as focus groups.
Download or read book Customers Included written by Mark Hurst and published by Creative Good. This book was released on 2015-04-20 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why do companies so often fail to give customers what they want? "Customers Included" provides a roadmap for any executive or entrepreneur who wants to create better products and services. Using real-world case studies-from Apple, Google, Netflix, and Walmart to an African hand pump, a New York City park, and the B-17 bomber-the book clearly explains why including the customer is an essential ingredient of success for any team, company, or organization. Mark Hurst, a pioneer in the field of customer experience, provides practical tips for a strategic, customer-inclusive approach that generates results.
