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Service excellence : creating customer experiences that build relationships /

Enregistré dans:
Auteur principal: Bolton, Ruth N. (Ruth Nancy) (Auteur)
Format: Électronique eBook
Langue:anglais
Publié: New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2016.
Édition:First edition.
Collection:Marketing strategy collection.
Sujets:
Customer services.
big data
business analytics
cocreation
customer equity
customer experience
customer journey
customer lifetime value
customer retention
design
digital media
innovation
loyalty
relationship
satisfaction
service
Accès en ligne:An electronic book accessible through the World Wide Web; click to view
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Table des matières:
  • 1. A service-centered view of the customer experience
  • 2. New challenges: technology and new media
  • 3. Customer participation and its implications for managing demand and supply
  • 4. The building blocks of the customer experience
  • 5. Managing customer relationships to achieve growth and profitability
  • 6. Customer-focused innovation
  • 7. Service design and multichannel management
  • 8. Managing partners, people, and physical evidence
  • 9. Globalization: learning to tailor the customer experience to new markets
  • References
  • Index.

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