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Documents disponibles dans cette catégorie (52)
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Les secrets des entrepreneurs de la Silicon Valley / Guillaume VILLON DE BENVENISTE / EYROLLES (2015)
Titre : Les secrets des entrepreneurs de la Silicon Valley : innover pour devenir leader Type de document : Livre Auteurs : Guillaume VILLON DE BENVENISTE Editeur : EYROLLES Année de publication : 2015 Importance : 190 p. Présentation : ill. ISBN/ISSN/EAN : 978-2-212-56359-7 Prix : 22.00 EUR Langues : Français (fre) Mots-clés : Management
INNOVATION ; ENTREPRENEURIAT ; CREATION D'ENTREPRISE ; CREATIVITE ; SERVICE CLIENT ; CLIENT ; MODELE ECONOMIQUEIndex. décimale : 112.72 ENTREPRENEURIAT Résumé : En s'appuyant sur une analyse détaillée des secrets des start-ups innovantes, l'auteur offre des pistes de réflexion et de mise en pratique : quand innover ? Comment procéder ? Quels pièges éviter ? Comment anticiper les ruptures à venir ? Comment favoriser la créativité ? Comment comprendre ses clients ? Comment développer des innovations qui seront achetées ? Comment élaborer un modèle économique viable ? Autant de questions auxquelles cet ouvrage très documenté répond. Note de contenu : Bibliogr. p. 171-174, index Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=114313 Exemplaires(1)
Code-barres Cote Support Localisation Section Disponibilité J3327 112.72 VIL Livre Library Campus de Rouen Salle de lecture Disponible
Titre : The experience : the 5 principles of Disney service and relationship excellence Type de document : Livre Auteurs : Bruce LOEFFLER, Auteur ; Brian T. CHURCH, Auteur Editeur : John Wiley & Sons Année de publication : 2015 Importance : IX; 294 p. ISBN/ISSN/EAN : 978-1-119-02865-9 Prix : 22 EUR Note générale : Index. Langues : Anglais (eng) Mots-clés : Management
GESTION DE LA RELATION CLIENT ; SERVICE CLIENT ; CONSOMMATEURRésumé : The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience the Walt Disney Company. Co–Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization. Based on the I. C.A.R.E. model, the five principles Impression, Connection, Attitude, Response, and Exceptionals give you a solid framework upon which to raise the level of your customer experience. You will learn how to identify your customer service issues and what level of Experience you are currently offering. You can then determine exactly what the "customer experience" should be for your company, and the changes required to make it happen.
The Walt Disney Company is the most recognized name in the world for customer service. The "Disney Experience" draws customers from all around the world,. This book describes what it takes to achieve that level of Experience, and how any organization can do it with the right strategy and attention to detail. When the Experience is enhanced, the opportunity arises to convert customers to ambassadors who will share their Experience with others.
Find "the experience" and what it means to the Organization
Learn the five levels of experience, and why most companies fail at it
Identify service problems that face every company in the marketplace
Utilize the Experience Quotient and apply the I. C.A.R.E. principles
Learn how to convert customers to ambassadors who share their story with others
Customers are the lifeblood of business. A great product offering isn′t enough in today′s marketplace, where everyone′s looking for an "experience. Imagine the kind of value a Disney–level customer experience could bring to your organization. The Experience is a guide to getting there, from an insider′s perspective.Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=157530 Exemplaires(1)
Code-barres Cote Support Localisation Section Disponibilité 048964 658.812/LOE Livre Library Campus de Reims Salle de lecture Sorti jusqu'au 12/03/2021
Titre : Your customer rules! : delivering the Me2B experiences that today's customers demand Type de document : Livre Auteurs : Bill PRICE, Auteur ; David JAFFE, Auteur Mention d'édition : First edition. Editeur : JOSSEY-BASS Année de publication : 2015 Importance : xii, 251 p. ISBN/ISSN/EAN : 978-1-118-95477-5 Prix : 26 EUR Note générale : Index. Langues : Anglais (eng) Mots-clés : Management
CONSOMMATEUR ; SATISFACTION ; GESTION DE LA RELATION CLIENT ; SERVICE CLIENTRésumé : What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips-and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and in many industries, the key to business success.
Executives still refer to B2B and B2C business models, as though companies control demand by going to customers with products and services. But as Bill Price and David Jaffe (authors of The Best Service is No Service) show, a new business model is emerging in which the customer directs the relationship. It is becoming a world of "Me2B"-one in which the customer, not the business, dictates the terms of engagement. In order for your business to thrive, you must create positive experiences to fulfill a range of customer needs.
Though the mediums for customer engagement continuously evolve, Price and Jaffe show that customer needs remain unchanging. In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology.
Throughout this practical guidebook, Price and Jaffe share examples of companies who succeed by meeting these seven needs, including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes of Prey, Vente-Privee, and Yamato Transport, as well as those that didn't. Your Customer Rules! offers tailored advice for companies at every stage, from nimble startups to legacy firms with established customer service practices-and everyone in between.
With a simple, elegant solution for driving lasting value for customers, Your Customer Rules! is a clear guide for strengthening customer relationships and competing on more than price. It is essential reading for executives at all levels-business owners, marketing managers, and anyone who works directly with customers.
Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=156869 Exemplaires(1)
Code-barres Cote Support Localisation Section Disponibilité 048310 658.812/PRI Livre Library Campus de Reims Salle de lecture Disponible
Titre : Customer innovation : Customer-centric strategy for enduring growth Type de document : Livre Auteurs : Marion DEBRUYNE Editeur : Londres : KOGAN PAGE Année de publication : 2014 Importance : 253 p. ISBN/ISSN/EAN : 978-0-7494-7164-4 Prix : 41 EUR Langues : Anglais (eng) Mots-clés : Management
CHAINE DE VALEUR ; CLIENT ; MODELE ECONOMIQUE ; SERVICE CLIENT ; STRATEGIEIndex. décimale : 124.16 CLIENT Résumé : L'auteur montre l'importance de la relation-client dans la chaîne de valeur de l'organisation. Elle cite des grandes entreprises qui ont mis le client au coeur de leur stratégie. Elle décrit ce nouveau business model et les modes de collaboration avec le consommateur: comprendre ses attentes, ses besoins et lui apporter des solutions. Note de contenu : Index Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=112605 Exemplaires(2)
Code-barres Cote Support Localisation Section Disponibilité 051844 658.87 DEB Livre Library Campus de Reims Salle de lecture Exclu du prêt J2564 124.16 DEB Livre Library Campus de Rouen Salle de lecture Disponible
Titre : Esprit de service : Passer du marketing au management de l'expérience client Type de document : Livre Auteurs : Xavier QUERAT-HEMENT ; Julien DAMON, Préfacier, etc. Editeur : LEXITIS EDITIONS Année de publication : 2014 Collection : Les pratiques de la performance Importance : 230 p. ISBN/ISSN/EAN : 978-2-36233-137-4 Prix : 32 EUR Langues : Français (fre) Mots-clés : Management
SERVICE CLIENT ; SATISFACTION ; COMPORTEMENT DU CONSOMMATEUR ; GESTION DE LA RELATION CLIENT ; CONTROLE QUALITE ; MARKETING DES SERVICESIndex. décimale : 124.37 SERVICE CLIENT Résumé : L'auteur explique les principes d'action du modèle "esprit de service", qui englobe l'ensemble de l'expérience du client, au-delà du service lui-même, et guide les professionnels dans les nouvelles pratiques de consommation actuelles. Note de contenu : Bibliogr. p. 221-229, annexes (37 p.) Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=112697 Exemplaires(3)
Code-barres Cote Support Localisation Section Disponibilité 049227 658.812/QUE Livre Library Campus de Reims Salle de lecture Disponible 049228 658.812/QUE Livre Library Campus de Reims Salle de lecture Disponible J4252 124.37 QUE Livre Library Campus de Rouen Salle de lecture Disponible Le luxe comme vous ne l'avez jamais vu / Pierre-François JORSIN / Paris : MAXIMA LAURENT DU MESNIL ÉD. (2014)
PermalinkPermalinkPermalinkValue proposition design / Hoboken, N.J. : WILEY (2014)
PermalinkPermalinkL'influence du dialogue sur les relations et l'experience client / Luce ABRATE / Paris : L'HARMATTAN (2013)
PermalinkPermalinkPermalinkThe Innovator's Dilemma : When New Technologies Cause Great Firms to Fail / Clayton CHRISTENSEN / HARVARD BUSINESS REVIEW PRESS (2013)
PermalinkPermalinkPermalinkPermalinkStratégie clients / Paris : PEARSON EDUCATION FRANCE (2012)
PermalinkLuxury attitude - Enquête sur le service dans le domaine du luxe et comment s'en inspirer pour fidéliser ses clients / Eric PEREY / MAXIMA LAURENT DU MESNIL EDITEUR (2011)
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