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Customers inside, customers outside : designing and succeeding with enterprise customer-centricity concepts, practices, and applications / / Michael W. Lowenstein



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Autore: Lowenstein Michael W. <1942-, > Visualizza persona
Titolo: Customers inside, customers outside : designing and succeeding with enterprise customer-centricity concepts, practices, and applications / / Michael W. Lowenstein Visualizza cluster
Pubblicazione: New York, New York (222 East 46th Street, New York, NY 10017) : , : Business Expert Press, , 2014
Edizione: First edition.
Descrizione fisica: 1 online resource (156 p.)
Disciplina: 658.812
Soggetto topico: Customer relations
Relationship marketing
Soggetto non controllato: marketing
customer loyalty
customer centricity
customer experience
employee loyalty
employee ambassadorship
performance metrics
communication
corporate image and reputation
customer data
big data
chief customer officer
word-of-mouth
trust
brand
loyalty program
customer complaints
advertising
social media
leadership
relationships
Note generali: Part of: 2013 digital library.
Nota di bibliografia: Includes bibliographical references (pages 125-126) and index.
Nota di contenuto: 1. The customer-centric enterprise -- 2. Customer and brand decision making and influence -- 3. Customer behavior measurement -- 4. Big customer data -- 5. Customer strategy and tactics (branding, communications, and relationships) -- Afterword -- Epilogue -- About the author -- Notes -- References -- Index.
Sommario/riassunto: Over the past several years, leading companies have entered a period of marketing and operational convergence, or intersection. During this time, those of us who actively follow, and consult in, such trends are witnessing significant multichannel media application (and resultant omnichannel application by consumers), along with more effective and pervasive customer data gathering, analysis, and application, a stronger enterprise-wide focus on customers, and recognition by senior executives that a dedicated high-level function, supported by a team and sufficient resources, is needed to lead and manage the customer experience. One of my business heroes is direct marketing pioneer, adman Les Wunderman. In the late 1960s, speaking about the future of interactive media, customer relationships, and customer experiences, he predicted many of the realities and challenges we are seeing today. The past decade has brought profound changes to consumer decision making and approaches to customer experience and marketing. Significant advances in communication technology are, at the same time, impacting all marketers and enterprises and in a big way. Marketers have to adjust their budgeting, relationship building, omnichannel influence and personalization methods, "Big Data" generation, analytics, and microsegmentation--all while attempting to hit the moving target that is their continuously transitioning customer base.
Titolo autorizzato: Customers inside, customers outside  Visualizza cluster
ISBN: 1-60649-897-5
Formato: Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione: Inglese
Record Nr.: 9910790990503321
Lo trovi qui: Univ. Federico II
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Serie: 2013 digital library. Marketing strategy collection. . 2150-9662