03862nam 2200709 450 991079811230332120200520144314.01-63157-372-1(CKB)3710000000645384(EBC)4508881(OCoLC)947084405(CaBNVSL)swl00406481(Au-PeEL)EBL4508881(CaPaEBR)ebr11206121(CaONFJC)MIL915542(OCoLC)950463447(CaSebORM)9781631573729(MiAaPQ)EBC4508881(EXLCZ)99371000000064538420160512d2016 fy 0engurcnu||||||||rdacontentrdamediardacarrierService excellence creating customer experiences that build relationships /Ruth N. BoltonFirst edition.New York, New York (222 East 46th Street, New York, NY 10017) :Business Expert Press,2016.1 recurso en línea (vi, 204 páginas)Marketing strategy collection,2150-9662Co-published with Center for Services Leadership (CSL) at Arizona State University.1-63157-371-3 Includes bibliographical references (pages 181-195) and index.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.Service has a unique ability to create experiences that build profitable relationships with customers. Based on a service-centered perspective, this book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers coproduce and cocreate their experiences, and how these activities influence business revenues and costs. Customer Experience refers to the sensory, cognitive, emotional, social, and behavioral dimensions of all activities that connect the customer and the organization over time across touchpoints and channels. It encompasses all activities involving the customer where the organization is the focal object, including prepurchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). 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 customer-focused service strategies generate cash flows, including the role of pricing.Marketing strategy collection.2150-9662Customer servicesbig databusiness analyticscocreationcustomer equitycustomer experiencecustomer journeycustomer lifetime valuecustomer retentiondesigndigital mediainnovationloyaltyrelationshipsatisfactionserviceCustomer services.658.812Bolton Ruth N(Ruth Nancy),327955MiAaPQMiAaPQMiAaPQBOOK9910798112303321Service excellence3764605UNINA