LEADER 03834nam 2200589 450 001 9910466882603321 005 20200520144314.0 010 $a0-7303-5700-7 010 $a0-7303-5699-X 035 $a(CKB)4100000004820615 035 $a(MiAaPQ)EBC5398036 035 $a(CaSebORM)9780730357018 035 $a(Au-PeEL)EBL5398036 035 $a(CaPaEBR)ebr11558353 035 $a(OCoLC)1037272369 035 $a(EXLCZ)994100000004820615 100 $a20180604d2018 uy 0 101 0 $aeng 135 $aurcnu|||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 10$aAffected $eemotionally engaging customers in the digital age /$fCara Wrigley & Karla Straker 205 $a1st edition 210 1$aMilton, Qld :$cJohn Wiley & Sons Australia, Ltd,$d2018. 215 $a1 online resource (230 pages) $cillustrations 311 $a0-7303-5701-5 320 $aIncludes bibliographical references. 330 $aHow can you create meaningful connections with customers in the digital space? The rapid emergence of new technologies has revolutionized the way companies build relationships and interact with their customers. Today, it?s more important than ever to have an emotional understanding of customers and how they feel about a product, service, or business, even when your primary interactions are via digital channels. Affected goes beyond influencing behaviors to understanding cognition and emotion as a way to better connect with customers in the digital space. In it, Wrigley and Straker offer a new approach?one that examines channel relationships and useful concepts for clarifying and refining the emotional meaning behind company strategy and their relationship to corresponding channels. Using case study examples from and over a decade of primary research in the area, they discuss the process and impact of such emotionally aware channel designs. Spanning entrepreneurial start-up techniques of wunderkind artist Cj Hendry through to the lucrative retail sector of luxury brand Burberry, this seminal book offers multi-channel design approach that can show companies how to select, design, and maintain digital engagements based on their strategy and industry needs. Shows businesses how they can better understand and engage with customers digitally Demonstrates how to gain competitive advantage by integrating design methods into corporate strategy Provides multi-channel approaches for how businesses can select, design, and maintain digital engagements Establishes a clear framework for analysing and applying the right strategy for your digital engagement Connecting and engaging with customers is pivotal to business success, but in the digital space the old methods just won?t cut it. With Affected , you?ll find the tools and techniques you need to find your customers where they are. 606 $aCustomer relations 606 $aInternet marketing 606 $aBUSINESS & ECONOMICS / Management Science$2bisacsh 606 $aBUSINESS & ECONOMICS / Management$2bisacsh 606 $aBUSINESS & ECONOMICS / Industrial Management$2bisacsh 606 $aBUSINESS & ECONOMICS / Organizational Behavior$2bisacsh 608 $aElectronic books. 615 0$aCustomer relations. 615 0$aInternet marketing. 615 7$aBUSINESS & ECONOMICS / Management Science. 615 7$aBUSINESS & ECONOMICS / Management. 615 7$aBUSINESS & ECONOMICS / Industrial Management. 615 7$aBUSINESS & ECONOMICS / Organizational Behavior. 676 $a658.812 700 $aWrigley$b Cara$0925909 702 $aStraker$b Karla 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910466882603321 996 $aAffected$92078877 997 $aUNINA