Service Excellence: Creating Customer Experiences That Build Relationships - Brossura

Libro 13 di 13: Marketing Strategy Collection

Bolton, Ruth N.

 
9781631573712: Service Excellence: Creating Customer Experiences That Build Relationships
Brossura
ISBN 10: 1631573713 ISBN 13: 9781631573712
Casa editrice: Business Expert Pr, 2016

Sinossi

The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.

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Editore
Business Expert Pr
Data di pubblicazione
2016
Lingua
Inglese
ISBN 10 
1631573713
ISBN 13 
9781631573712
Rilegatura
Copertina flessibile
Numero di pagine
204
Contatto del produttore
non disponibile
Persona responsabile
non disponibile