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Advanced customer analytics : targeting, valuing, segmenting and loyalty techniques / / Mike Grigsby
| Advanced customer analytics : targeting, valuing, segmenting and loyalty techniques / / Mike Grigsby |
| Autore | Grigsby Mike |
| Pubbl/distr/stampa | London, England : , : Kogan Page, , 2016 |
| Descrizione fisica | 1 online resource (264 pages) : illustrations, charts |
| Disciplina | 658.8/12 |
| Collana | Marketing Science Series |
| Soggetto topico |
Marketing research
Customer relations Customer loyalty |
| ISBN | 0-7494-7716-4 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910136642603321 |
Grigsby Mike
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| London, England : , : Kogan Page, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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America's service meltdown [[electronic resource] ] : restoring service excellence in the age of the customer / / Raul Pupo
| America's service meltdown [[electronic resource] ] : restoring service excellence in the age of the customer / / Raul Pupo |
| Autore | Pupo Raul |
| Pubbl/distr/stampa | Santa Barbara, Calif., : Praeger/ABC-CLIO, c2010 |
| Descrizione fisica | 1 online resource (193 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer services - United States
Customer relations - United States |
| Soggetto genere / forma | Electronic books. |
| ISBN | 0-313-38603-X |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910456389403321 |
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Pupo Raul
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| Santa Barbara, Calif., : Praeger/ABC-CLIO, c2010 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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America's service meltdown [[electronic resource] ] : restoring service excellence in the age of the customer / / Raul Pupo
| America's service meltdown [[electronic resource] ] : restoring service excellence in the age of the customer / / Raul Pupo |
| Autore | Pupo Raul |
| Pubbl/distr/stampa | Santa Barbara, Calif., : Praeger/ABC-CLIO, c2010 |
| Descrizione fisica | 1 online resource (193 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer services - United States
Customer relations - United States |
| ISBN | 0-313-38603-X |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910781139903321 |
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Pupo Raul
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| Santa Barbara, Calif., : Praeger/ABC-CLIO, c2010 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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America's service meltdown : restoring service excellence in the age of the customer / / Raul Pupo
| America's service meltdown : restoring service excellence in the age of the customer / / Raul Pupo |
| Autore | Pupo Raul |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Santa Barbara, Calif., : Praeger/ABC-CLIO, c2010 |
| Descrizione fisica | 1 online resource (193 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer services - United States
Customer relations - United States |
| ISBN | 0-313-38603-X |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Intro -- America's Service Meltdown: Restoring Service Excellence in the Age of the Customer -- Contents -- Preface -- Introduction -- I. Leadership from the Top -- Leadership in the Service and Information Age -- Buggy-Whip Accounting Is Obsolete -- Industrial-Age Myopia Is Not Dead by a Long Shot -- What to Look for in a Customer-Focused Leader -- Where to Find a Customer-Focused Leader? -- What Customer-Focused Leaders Must Do -- A Customer Focus versus a Blurred Vision -- The Principal Leadership Challenge: Overcoming Inertia -- Streamlining the Organization for a Customer Focus -- Leaders Must Live Their Own Mandate -- The Greatest Service Story Ever Told -- Coming Full Circle -- II. A Customer Focus Trumps All Other Strategies -- The Winds of Change Favor the Customer -- Strategic Planning Cannot Yield Strategy -- Strategic Planning Is All about Control -- Finding the Customer's Voice -- Customer Survey Design and Administration -- Bring in the Planners -- No Customer, No Strategy -- Ignoring the Customer Is Fraught with Peril -- III. The Service Ethic -- What Is Ethical Behavior? -- Ethics in Business -- Regulation Is Not a Proxy for Ethical Behavior -- The Service Ethic in Action -- Service Is a Non-Zero-Sum Game -- Customers Are First -- Quality as an Ethical Standard -- Service: Quality versus Quantity -- Customers as Partners -- A Partnership Can Be Sabotaged by Legalisms -- Communication: A Key Weapon of the Ethical Provider -- Customers from Hell! -- Service Is Not Surrender -- Is This the End of Personal Service? -- IV. Power to the Front Line -- Frontline Skills That Make a Difference -- Vetting the Frontline Worker's Background -- Aligning Frontline Performance to the Service Ethic -- Supporting the Front Line with Education and Training -- Deploying Computer Systems That Inform the Front Line.
Business to Business: Enter Service Management -- The Customer Account Manager -- Account Manager in Name Only -- Service Leverage Comes from the Front Line -- Everyone Works for the Customer -- V. Musings on the Economics of Service -- Service as a Differentiating Strategy -- Customer Satisfaction and Profitability -- Service Quality, Value, and Price -- Quo Vadis Customer Satisfaction? -- Survey, Survey, Survey -- Customer Satisfaction versus Customer Loyalty -- J. D. Power, Where Have You Been? -- Considerations in Customer Acquisition and Retention -- Don't Fire That Customer-Yet! -- Poor Service Places a Heavy Tax on Business -- Purchasing as a Competitive Sport -- Auctions in Reverse -- Outsourcing: Improved Service or Economy? -- What's Service Got to Do with It? -- Epilogue -- Notes -- Index. |
| Record Nr. | UNINA-9910819853003321 |
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Pupo Raul
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| Santa Barbara, Calif., : Praeger/ABC-CLIO, c2010 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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The art of client service : the classic guide, updated for today's marketers and advertisers / / Robert Solomon ; foreword by Ian Schafer
| The art of client service : the classic guide, updated for today's marketers and advertisers / / Robert Solomon ; foreword by Ian Schafer |
| Autore | Solomon Robert |
| Edizione | [Third edition.] |
| Pubbl/distr/stampa | Hoboken, New Jersey : , : John Wiley & Sons, Incorporated, , [2016] |
| Descrizione fisica | 1 online resource (204 pages) |
| Disciplina | 658.8/12 |
| Collana | THEi Wiley ebooks |
| Soggetto topico |
Advertising
Marketing Customer relations |
| ISBN |
1-119-22828-X
1-119-22793-3 |
| Classificazione | BUS018000 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Machine generated contents note: Dedication Foreword Introduction 1. What Makes Great Client Service? PART ONE: HOW TO BE GREAT WITH CLIENTS 2. Account Management's Role 3. Achieving The Next Level 4. Transforming A Career Into A Calling PART TWO: WINNING NEW BUSINESS FOR YOUR AGENCY 5. New Business: What It Is, Why It Is Important, And Why You Should Give A Damn 6. How To Contribute Before, During, And After Pitch Day 7. Getting To Yes PART THREE: BEGINNINNG A CLIENT RELATIONSHIP 8. In A High-Tech World, Be Low-Tech 9. What Success Looks Like 10. Always Manage Client Expectations From The Outset 11. Be Multilingual 12. Live The Client's Brand 13. Ask, "What Do My Colleagues Need To Create Great Advertising?" Then Deliver It PART FOUR: HOW TO. |
| Record Nr. | UNINA-9910136549803321 |
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Solomon Robert
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| Hoboken, New Jersey : , : John Wiley & Sons, Incorporated, , [2016] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Award-winning customer service [[electronic resource] ] : 101 ways to guarantee great performance / / Renée Evenson
| Award-winning customer service [[electronic resource] ] : 101 ways to guarantee great performance / / Renée Evenson |
| Autore | Evenson Renee <1951-> |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | New York, : AMACOM, c2007 |
| Descrizione fisica | xvii, 232 p |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer services
Customer relations Employees - Training of |
| ISBN |
1-281-12883-X
9786611128838 0-8144-0060-4 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Customers: delight your audience -- Performance: your role of a lifetime -- Planning: a good script begins with thoughtful consideration -- Communication: choose the right lines in the cript -- Leadership: great performances need great direction -- Preparation: things are going to change -- Training: learn your lines -- Teamwork: the actors make the cast -- Motivation: monitoring the process -- Feedback: rave reviews and poor reviews -- Meetings: on the spot rehearsals -- Conflict: every production has turmoil -- Commitment: take it from the top -- Quick tips: cue cards. |
| Record Nr. | UNINA-9910679726403321 |
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Evenson Renee <1951->
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| New York, : AMACOM, c2007 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Beyond customer service, revised [[electronic resource] /] / Richard F. Gerson
| Beyond customer service, revised [[electronic resource] /] / Richard F. Gerson |
| Autore | Gerson Richard F |
| Edizione | [Rev. ed.] |
| Pubbl/distr/stampa | Menlo Park, Calif., : Crisp Publications, c1998 |
| Descrizione fisica | 1 online resource (118 p.) |
| Disciplina | 658.8/12 |
| Collana | A Fifty-Minute series book |
| Soggetto topico |
Customer relations
Customer services |
| Soggetto genere / forma | Electronic books. |
| ISBN | 1-4175-2529-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910450034403321 |
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Gerson Richard F
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| Menlo Park, Calif., : Crisp Publications, c1998 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Beyond customer service, revised [[electronic resource] /] / Richard F. Gerson
| Beyond customer service, revised [[electronic resource] /] / Richard F. Gerson |
| Autore | Gerson Richard F |
| Edizione | [Rev. ed.] |
| Pubbl/distr/stampa | Menlo Park, Calif., : Crisp Publications, c1998 |
| Descrizione fisica | 1 online resource (118 p.) |
| Disciplina | 658.8/12 |
| Collana | A Fifty-Minute series book |
| Soggetto topico |
Customer relations
Customer services |
| ISBN | 1-4175-2529-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910777401203321 |
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Gerson Richard F
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| Menlo Park, Calif., : Crisp Publications, c1998 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Beyond customer service, revised [[electronic resource] /] / Richard F. Gerson
| Beyond customer service, revised [[electronic resource] /] / Richard F. Gerson |
| Autore | Gerson Richard F |
| Edizione | [Rev. ed.] |
| Pubbl/distr/stampa | Menlo Park, Calif., : Crisp Publications, c1998 |
| Descrizione fisica | 1 online resource (118 p.) |
| Disciplina | 658.8/12 |
| Collana | A Fifty-Minute series book |
| Soggetto topico |
Customer relations
Customer services |
| ISBN | 1-4175-2529-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910823930303321 |
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Gerson Richard F
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| Menlo Park, Calif., : Crisp Publications, c1998 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Beyond the familiar : long-term growth through customer focus and innovation / / by Patrick Barwise and Sean Meehan
| Beyond the familiar : long-term growth through customer focus and innovation / / by Patrick Barwise and Sean Meehan |
| Autore | Barwise Patrick |
| Pubbl/distr/stampa | Chichester, West Sussex, England : , : Jossey-Bass, , 2011 |
| Descrizione fisica | 1 online resource (186 p.) |
| Disciplina |
658.8/12
658.812 |
| Soggetto topico |
Customer services
Success in business |
| Soggetto genere / forma | Electronic books. |
| ISBN |
0-470-97650-0
1-119-99255-9 1-119-99380-6 |
| Classificazione | BUS000000 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | BEYOND THE FAMILIAR: Long-Term Growth through Customer Focus and Innovation; Table of Contents; Preface; Acknowledgements; CHAPTER ONE: WHAT EVERY CEO WANTS; CHAPTER TWO: YOUR PROMISE TO THE CUSTOMER; CHAPTER THREE: DELIVERING TODAY'S PROMISE BETTER AND BETTER EVERY DAY; CHAPTER FOUR: DRIVING THE MARKET BY RELENTLESSLY IMPROVING THE PROMISE; CHAPTER FIVE: INNOVATING BEYOND THE FAMILIAR; CHAPTER SIX: OPENING UP: WHAT LEADERS MUST DO; POSTSCRIPT; END NOTES; INDEX; About the Authors |
| Record Nr. | UNINA-9910130556303321 |
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Barwise Patrick
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| Chichester, West Sussex, England : , : Jossey-Bass, , 2011 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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