LEADER 03862nam 2200709 450 001 9910798112303321 005 20200520144314.0 010 $a1-63157-372-1 035 $a(CKB)3710000000645384 035 $a(EBC)4508881 035 $a(OCoLC)947084405 035 $a(CaBNVSL)swl00406481 035 $a(Au-PeEL)EBL4508881 035 $a(CaPaEBR)ebr11206121 035 $a(CaONFJC)MIL915542 035 $a(OCoLC)950463447 035 $a(CaSebORM)9781631573729 035 $a(MiAaPQ)EBC4508881 035 $a(EXLCZ)993710000000645384 100 $a20160512d2016 fy 0 101 0 $aeng 135 $aurcnu|||||||| 181 $2rdacontent 182 $2rdamedia 183 $2rdacarrier 200 10$aService excellence $ecreating customer experiences that build relationships /$fRuth N. Bolton 205 $aFirst edition. 210 1$aNew York, New York (222 East 46th Street, New York, NY 10017) :$cBusiness Expert Press,$d2016. 215 $a1 recurso en li?nea (vi, 204 páginas) 225 1 $aMarketing strategy collection,$x2150-9662 300 $aCo-published with Center for Services Leadership (CSL) at Arizona State University. 311 $a1-63157-371-3 320 $aIncludes bibliographical references (pages 181-195) and index. 327 $a1. 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. 330 3 $aService has a unique ability to create experiences that build profitable relationships with customers. Based on a service-centered perspective, this book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers coproduce and cocreate their experiences, and how these activities influence business revenues and costs. Customer Experience refers to the sensory, cognitive, emotional, social, and behavioral dimensions of all activities that connect the customer and the organization over time across touchpoints and channels. It encompasses all activities involving the customer where the organization is the focal object, including prepurchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how customer-focused service strategies generate cash flows, including the role of pricing. 410 0$aMarketing strategy collection.$x2150-9662 606 $aCustomer services 610 $abig data 610 $abusiness analytics 610 $acocreation 610 $acustomer equity 610 $acustomer experience 610 $acustomer journey 610 $acustomer lifetime value 610 $acustomer retention 610 $adesign 610 $adigital media 610 $ainnovation 610 $aloyalty 610 $arelationship 610 $asatisfaction 610 $aservice 615 0$aCustomer services. 676 $a658.812 700 $aBolton$b Ruth N$g(Ruth Nancy),$0327955 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910798112303321 996 $aService excellence$93764605 997 $aUNINA