Résultat de la recherche
2 recherche sur le mot-clé candidats
'Customer relations' 




Titre : Luxury selling : lessons from the world of luxury in selling high quality goods and services to high value clients / Type de document : e-book Auteurs : Francis SRUN, Editeur : Springer Année de publication : 2017 Importance : 1 online resource 245 p. Présentation : illustrations ISBN/ISSN/EAN : 978-3-319-45525-9 Langues : Anglais (eng) Mots-clés : Management
GESTION DE LA RELATION CLIENT ; PRODUIT DE LUXE ; VENTEMots-clés candidats : Luxury goods industry Management. Marketing. Customer relations Luxuries Résumé : Srun shows how the psychology of luxury brands truly plays into high value customer motivations and unlocks the potential to understand their decision processes which are unlike that of any other customer. Selling to very wealthy, demanding customers - whether you`re selling luxury products or high value bespoke professional services - is a very different process to selling anything else to anyone else. Francis Srun has twenty years experience in the luxury industry, based in France, Switzerland, China and Hong Kong, most recently with Maison Boucheron. The first step is learning how to physically embody "Luxury". You need to look, speak, and move "Luxury". The true luxury attitude is not submissive nor is it hauteur - it is gentle, generous and simply, truly human. Success comes from not just being professional but from building a genuinely luxury relationship with clients. To do that you need to truly understand your client. High value customers today are younger, international in outlook and residence, and increasingly from Asia. Their buying motivation is always about self-affirmation and pleasure and never about money. The luxury customer`s decision process is unlike that of other customers. While emotion is important when selling anything to anyone - with luxury selling it is paramount. Srun shows how the psychology of Brand, Product, Place, Price and Time all play a role in customer`s motivations. Finally this book guides you step by step with concrete examples and useful techniques through the seven steps of luxury selling: be prepared to sell, welcome appropriately, listen genuinely, propose and present with style, meet objections with persuasion rather than refutation, conclude sharply and finally gain loyalty for a long term relationship. Nombre d'accès : 2 En ligne : http://www.vlebooks.com/vleweb/product/openreader?id=Neoma&accId=9169105&isbn=97 [...] Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=207919
Titre : Customer experience management rebooted : are you an experience brand or an efficiency brand? / Type de document : e-book Auteurs : Steven WALDEN, Editeur : PALGRAVE Année de publication : 2017 Importance : 1 online resource 266 p.) : Présentation : illustrations ISBN/ISSN/EAN : 978-1-349-94905-2 Langues : Anglais (eng) Mots-clés : Management
CLIENT ; SERVICE CLIENTMots-clés candidats : Customer relations Management. Customer services. Consumer satisfaction. Customer loyalty. Résumé : Walden shows why most customer experience management fails to improve the customer`s real experience and how to concentrate on the subjective emotional perceptions that drive the customer`s actual "experience" rather than the quantitative service efficiency metrics gathered by most CX tools. Customer experience management is not about managing every objective "experience" your customers have with you. It`s about understanding, measuring and creating "experiences" that customers "value". So while service and efficiency are wonderful things, they represent "business as usual"; the ticket to the game, the platform from which "experiences" are created not the experience itself! The message of this book is that businesses are at risk! Their uber focus on efficiency is leading them to miss the chance to connect more closely with their customer base and deliver on the creative potential of their brand. They ignore the fact that technology is an enabler of the "experience" it is not "the experience". Customers are not data - they are people: living, breathing, contradictory, infuriating bundles of cognitive and emotionally-driven responses to stimuli. "Experience" deals with how customers think, feel and behave - the things that motivate them to act which go beyond frequently forgettable efficiency. This means differentiating by providing new and better experiences based on a deeper understanding of what motivates customers to buy. To do that we must leave the objective, quantitative, world of quality management and enter the subjective, qualitative, world of customer`s psychology. Walden reboots our understanding of customer experience, showing us what it means, how to measure it, what we need to do to manage it and how we can gain financially from it. Understand, measure, create and do - but first of all, understand. Nombre d'accès : 2 En ligne : http://www.vlebooks.com/vleweb/product/openreader?id=Neoma&accId=9169105&isbn=97 [...] Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=208995

-
59 Rue Taittinger, 51100 Reims
-
00 33 (0)3 26 77 46 15
-
Library Campus Reims
-
1 Rue du Maréchal Juin, BP 215
76825 Mont Saint Aignan cedex -
00 33 (0)2 32 82 58 26
-