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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
Titre : Service design for business : a practical guide to optimizing the customer experience Type de document : e-book Auteurs : Ben REASON ; Melvin Brand, FLU (1966-) Année de publication : 2016 Importance : xi, 189 p. Présentation : illustrations (black and white) ISBN/ISSN/EAN : 978-1-118-98893-0 Note générale : Includes index. Langues : Anglais (eng) Mots-clés : Management
GESTION DE LA RELATION CLIENTMots-clés candidats : Customer services. Customer relations. Index. décimale : E-book Résumé : A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. * Approach customer experience from a design perspective * See your organization through the lens of the customer * Make customer experience an organization-wide responsibility * Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization. Nombre d'accès : 1 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=158527
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