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5 star service : how to deliver exceptional customer service / / Michael Heppell
| 5 star service : how to deliver exceptional customer service / / Michael Heppell |
| Autore | Heppell Michael |
| Edizione | [Third edition.] |
| Pubbl/distr/stampa | Harlow, England : , : Pearson, , [2015] |
| Descrizione fisica | 1 online resource (xvii, 273 pages) |
| Disciplina | 658.812 |
| Soggetto topico |
Customer services - Management
Consumer satisfaction |
| ISBN | 1-292-10022-2 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Altri titoli varianti | Five star service |
| Record Nr. | UNINA-9910154957503321 |
Heppell Michael
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| Harlow, England : , : Pearson, , [2015] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Air travel consumer report [[electronic resource]]
| Air travel consumer report [[electronic resource]] |
| Pubbl/distr/stampa | Washington, DC, : U.S. Dept. of Transportation, Office of General Counsel, Aviation Consumer Protection Division |
| Soggetto topico |
Air travel - United States
Consumer satisfaction - United States Airlines - United States Air travel Airlines Consumer satisfaction |
| Soggetto genere / forma |
Periodicals.
Statistics. |
| Formato | Materiale a stampa |
| Livello bibliografico | Periodico |
| Lingua di pubblicazione | eng |
| Altri titoli varianti | Air travel consumer report |
| Record Nr. | UNINA-9910690648603321 |
| Washington, DC, : U.S. Dept. of Transportation, Office of General Counsel, Aviation Consumer Protection Division | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Beyond the ultimate question : a systematic approach to improve customer loyalty / / Bob E. Hayes
| Beyond the ultimate question : a systematic approach to improve customer loyalty / / Bob E. Hayes |
| Autore | Hayes Bob E. <1963-> |
| Pubbl/distr/stampa | Milwaukee, Wisconsin : , : ASQ Quality Press, , 2009 |
| Descrizione fisica | 1 online resource (432 p.) |
| Disciplina | 658.8/343 |
| Soggetto topico |
Customer loyalty
Consumer satisfaction Customer services |
| Soggetto genere / forma | Electronic books. |
| ISBN | 600-00-4894-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910452981503321 |
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Hayes Bob E. <1963->
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| Milwaukee, Wisconsin : , : ASQ Quality Press, , 2009 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Beyond the ultimate question : a systematic approach to improve customer loyalty / / Bob E. Hayes
| Beyond the ultimate question : a systematic approach to improve customer loyalty / / Bob E. Hayes |
| Autore | Hayes Bob E. <1963-> |
| Pubbl/distr/stampa | Milwaukee, Wisconsin : , : ASQ Quality Press, , 2009 |
| Descrizione fisica | 1 online resource (432 p.) |
| Disciplina | 658.8/343 |
| Soggetto topico |
Customer loyalty
Consumer satisfaction Customer services |
| ISBN |
0-87389-319-0
600-00-4894-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910779879103321 |
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Hayes Bob E. <1963->
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||
| Milwaukee, Wisconsin : , : ASQ Quality Press, , 2009 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Beyond the ultimate question : a systematic approach to improve customer loyalty / / Bob E. Hayes
| Beyond the ultimate question : a systematic approach to improve customer loyalty / / Bob E. Hayes |
| Autore | Hayes Bob E. <1963-> |
| Pubbl/distr/stampa | Milwaukee, Wisconsin : , : ASQ Quality Press, , 2009 |
| Descrizione fisica | 1 online resource (432 p.) |
| Disciplina | 658.8/343 |
| Soggetto topico |
Customer loyalty
Consumer satisfaction Customer services |
| ISBN |
0-87389-319-0
600-00-4894-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910828375703321 |
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Hayes Bob E. <1963->
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| Milwaukee, Wisconsin : , : ASQ Quality Press, , 2009 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Brand authority : how to be everywhere, stand out from your competition and build an incredible brand / / David Brock
| Brand authority : how to be everywhere, stand out from your competition and build an incredible brand / / David Brock |
| Autore | Brock David |
| Pubbl/distr/stampa | [Place of publication not identified] : , : Scribl, , [2019] |
| Descrizione fisica | 1 online resource (27 pages) |
| Disciplina | 658.827 |
| Soggetto topico |
Branding (Marketing)
Consumers' preferences Consumer satisfaction |
| ISBN | 1-63348-130-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Intro -- Also By David Brock -- Introduction -- Also By David Brock. |
| Record Nr. | UNINA-9910793436303321 |
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Brock David
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| [Place of publication not identified] : , : Scribl, , [2019] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Brand authority : how to be everywhere, stand out from your competition and build an incredible brand / / David Brock
| Brand authority : how to be everywhere, stand out from your competition and build an incredible brand / / David Brock |
| Autore | Brock David |
| Pubbl/distr/stampa | [Place of publication not identified] : , : Scribl, , [2019] |
| Descrizione fisica | 1 online resource (27 pages) |
| Disciplina | 658.827 |
| Soggetto topico |
Branding (Marketing)
Consumers' preferences Consumer satisfaction |
| ISBN | 1-63348-130-1 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Intro -- Also By David Brock -- Introduction -- Also By David Brock. |
| Record Nr. | UNINA-9910818313903321 |
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Brock David
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| [Place of publication not identified] : , : Scribl, , [2019] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Build for change : revolutionizing customer engagement through continuous digital innovation / / Alan Trefler
| Build for change : revolutionizing customer engagement through continuous digital innovation / / Alan Trefler |
| Autore | Trefler Alan |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Hoboken, New Jersey : , : Wiley, , 2014 |
| Descrizione fisica | 1 online resource (192 p.) |
| Disciplina | 658.812 |
| Soggetto topico |
Consumer satisfaction
Customer services |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-118-93028-2
1-118-93029-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Build for Change: Revolutionizing Customer Engagement Through Continuous Digital Innovation; Copyright; Contents; Foreword; Acknowledgments; Chapter 1: Customerpocalypse; Great Expectations; It Is So Easy to Lose Customers; An Ominous Future; Are You Provoking Your Customers?; Welcome to the Nightmare; "Don't Sell to Me!"; Anthropomorphism; "I Want to Be the Discoverer!"; Chapter 2: Death by Data; Big Data, Bigger Problem; Autopsy of the "Customer Service Movement"; Data Is Only Memory; Data Suicide; Creepy Data Gathering; Getting beyond Data; Chapter 3: Adding Judgment and Desire
Data in ContextFrom Black-and-White to Color; Adding Judgment to the Mix; Bringing Smart to Big; The Power of Hypothesis; Next-Best-Action; Adaptive Learning; Organizing Your Insights; Feedback Loops; Intent Goes Both Ways; Chapter 4: Getting It Done with Customer Processes; The Best Execution for Every Customer Interaction; First Impressions; Seamless Customer Processes; Getting beyond Business Process Modeling; Crossing Lines; Building for Change; A High-Definition Panorama; Chapter 5: Change How You Think about Technology; The Business-IT Collision; How Computer Programming Became a Mess Traditional DevelopmentZombie Systems; Manual Systems; Rogue Systems; Shadow IT; Mind the Gap?; The Desperation Bandwagon; Agile Programming to the Rescue?; Ready to Change?; Chapter 6: Liberating Your Organization; Hybrid Vigor for Business and IT; Break the Grips of Channels and Silos; Realign Executive Leadership; Redesign the Role of Customer Service; Rewire the CFO Function; Chapter 7: You Are Your Software-The Digital Imperative; Core Principles for Survival; Democratize How You Do Technology; Think in Layers; Use Analytics to Optimize Continually; From Dream to Reality Growing PressureYour Next Steps; Beyond the Twilight of the Brands; Notes; Index |
| Record Nr. | UNINA-9910464738503321 |
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Trefler Alan
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| Hoboken, New Jersey : , : Wiley, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Build for change : revolutionizing customer engagement through continuous digital innovation / / Alan Trefler
| Build for change : revolutionizing customer engagement through continuous digital innovation / / Alan Trefler |
| Autore | Trefler Alan |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Hoboken, New Jersey : , : Wiley, , 2014 |
| Descrizione fisica | 1 online resource (192 p.) |
| Disciplina | 658.812 |
| Soggetto topico |
Consumer satisfaction
Customer services |
| ISBN |
1-118-93028-2
1-118-93029-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Build for Change: Revolutionizing Customer Engagement Through Continuous Digital Innovation; Copyright; Contents; Foreword; Acknowledgments; Chapter 1: Customerpocalypse; Great Expectations; It Is So Easy to Lose Customers; An Ominous Future; Are You Provoking Your Customers?; Welcome to the Nightmare; "Don't Sell to Me!"; Anthropomorphism; "I Want to Be the Discoverer!"; Chapter 2: Death by Data; Big Data, Bigger Problem; Autopsy of the "Customer Service Movement"; Data Is Only Memory; Data Suicide; Creepy Data Gathering; Getting beyond Data; Chapter 3: Adding Judgment and Desire
Data in ContextFrom Black-and-White to Color; Adding Judgment to the Mix; Bringing Smart to Big; The Power of Hypothesis; Next-Best-Action; Adaptive Learning; Organizing Your Insights; Feedback Loops; Intent Goes Both Ways; Chapter 4: Getting It Done with Customer Processes; The Best Execution for Every Customer Interaction; First Impressions; Seamless Customer Processes; Getting beyond Business Process Modeling; Crossing Lines; Building for Change; A High-Definition Panorama; Chapter 5: Change How You Think about Technology; The Business-IT Collision; How Computer Programming Became a Mess Traditional DevelopmentZombie Systems; Manual Systems; Rogue Systems; Shadow IT; Mind the Gap?; The Desperation Bandwagon; Agile Programming to the Rescue?; Ready to Change?; Chapter 6: Liberating Your Organization; Hybrid Vigor for Business and IT; Break the Grips of Channels and Silos; Realign Executive Leadership; Redesign the Role of Customer Service; Rewire the CFO Function; Chapter 7: You Are Your Software-The Digital Imperative; Core Principles for Survival; Democratize How You Do Technology; Think in Layers; Use Analytics to Optimize Continually; From Dream to Reality Growing PressureYour Next Steps; Beyond the Twilight of the Brands; Notes; Index |
| Record Nr. | UNINA-9910786416503321 |
|
Trefler Alan
|
||
| Hoboken, New Jersey : , : Wiley, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Build for change : revolutionizing customer engagement through continuous digital innovation / / Alan Trefler
| Build for change : revolutionizing customer engagement through continuous digital innovation / / Alan Trefler |
| Autore | Trefler Alan |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Hoboken, New Jersey : , : Wiley, , 2014 |
| Descrizione fisica | 1 online resource (192 p.) |
| Disciplina | 658.812 |
| Soggetto topico |
Consumer satisfaction
Customer services |
| ISBN |
1-118-93028-2
1-118-93029-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Build for Change: Revolutionizing Customer Engagement Through Continuous Digital Innovation; Copyright; Contents; Foreword; Acknowledgments; Chapter 1: Customerpocalypse; Great Expectations; It Is So Easy to Lose Customers; An Ominous Future; Are You Provoking Your Customers?; Welcome to the Nightmare; "Don't Sell to Me!"; Anthropomorphism; "I Want to Be the Discoverer!"; Chapter 2: Death by Data; Big Data, Bigger Problem; Autopsy of the "Customer Service Movement"; Data Is Only Memory; Data Suicide; Creepy Data Gathering; Getting beyond Data; Chapter 3: Adding Judgment and Desire
Data in ContextFrom Black-and-White to Color; Adding Judgment to the Mix; Bringing Smart to Big; The Power of Hypothesis; Next-Best-Action; Adaptive Learning; Organizing Your Insights; Feedback Loops; Intent Goes Both Ways; Chapter 4: Getting It Done with Customer Processes; The Best Execution for Every Customer Interaction; First Impressions; Seamless Customer Processes; Getting beyond Business Process Modeling; Crossing Lines; Building for Change; A High-Definition Panorama; Chapter 5: Change How You Think about Technology; The Business-IT Collision; How Computer Programming Became a Mess Traditional DevelopmentZombie Systems; Manual Systems; Rogue Systems; Shadow IT; Mind the Gap?; The Desperation Bandwagon; Agile Programming to the Rescue?; Ready to Change?; Chapter 6: Liberating Your Organization; Hybrid Vigor for Business and IT; Break the Grips of Channels and Silos; Realign Executive Leadership; Redesign the Role of Customer Service; Rewire the CFO Function; Chapter 7: You Are Your Software-The Digital Imperative; Core Principles for Survival; Democratize How You Do Technology; Think in Layers; Use Analytics to Optimize Continually; From Dream to Reality Growing PressureYour Next Steps; Beyond the Twilight of the Brands; Notes; Index |
| Record Nr. | UNINA-9910827990403321 |
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Trefler Alan
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||
| Hoboken, New Jersey : , : Wiley, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Soggetto topico
-
Consumer satisfaction
(132)
- Customer relations (31)
- Customer services (26)
- Customer loyalty (25)
- Consumer behavior (12)