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Beyond customer satisfaction to customer loyalty : the key to greater profitability / Keki R. Bhote
| Beyond customer satisfaction to customer loyalty : the key to greater profitability / Keki R. Bhote |
| Autore | Bhote, Keki R. |
| Pubbl/distr/stampa | New York : AMA Management Briefing, copyr. 1996 |
| Disciplina | 658.812 |
| Soggetto non controllato | aziende - servizi al pubblico - gestione |
| ISBN | 0-8144-2362-0 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNISA-990000244640203316 |
Bhote, Keki R.
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| New York : AMA Management Briefing, copyr. 1996 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
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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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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 |
| 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-9910830277003321 |
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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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Blind spot : illuminating the hidden value in business / / Steve Diller, Nathan Shedroff, Sean Sauber
| Blind spot : illuminating the hidden value in business / / Steve Diller, Nathan Shedroff, Sean Sauber |
| Autore | Diller Steve |
| Pubbl/distr/stampa | Brooklyn, NY : , : Rosenfeld Media, , [2016] |
| Descrizione fisica | 1 online resource (249 pages) : color illustrations |
| Disciplina | 658.812 |
| Collana | Two waves books |
| Soggetto topico |
Customer relations
Business |
| ISBN | 1-933820-56-X |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910151567903321 |
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Diller Steve
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| Brooklyn, NY : , : Rosenfeld Media, , [2016] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Brand Fans [[electronic resource] ] : Lessons from the World's Greatest Sporting Brands / / by Aaron C.T. Smith, Constantino Stavros, Kate Westberg
| Brand Fans [[electronic resource] ] : Lessons from the World's Greatest Sporting Brands / / by Aaron C.T. Smith, Constantino Stavros, Kate Westberg |
| Autore | Smith Aaron C.T |
| Edizione | [1st ed. 2017.] |
| Pubbl/distr/stampa | Cham : , : Springer International Publishing : , : Imprint : Palgrave Macmillan, , 2017 |
| Descrizione fisica | 1 online resource (X, 249 p.) |
| Disciplina | 658.812 |
| Soggetto topico |
Customer relations—Management
Market research Sports—Economic aspects Customer Relationship Management Market Research/Competitive Intelligence Sports Economics |
| ISBN | 3-319-48854-6 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Chapter 1 Introduction – Crowdsourcing Brand Equity -- Chapter 2 Pitch Partners– Customers as Players and Collaborators -- Chapter 3 Unlimited Users: The Rise of Consumer-Generated Content -- Chapter 4 Connected Communities– Icons and Tribalism -- Chapter 5 Passionate Partisans– Lifelong Loyalty -- Chapter 6 Dynamic Data– Branding the Digital Drive -- Chapter 7 Enhanced Experiences – Enlisting the Fanatic -- Chapter 8 Conclusion– Future Brand Fans. |
| Record Nr. | UNINA-9910163010803321 |
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Smith Aaron C.T
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| Cham : , : Springer International Publishing : , : Imprint : Palgrave Macmillan, , 2017 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Brand Hate [[electronic resource] ] : Navigating Consumer Negativity in the Digital World / / by S. Umit Kucuk
| Brand Hate [[electronic resource] ] : Navigating Consumer Negativity in the Digital World / / by S. Umit Kucuk |
| Autore | Kucuk S. Umit |
| Edizione | [1st ed. 2016.] |
| Pubbl/distr/stampa | Cham : , : Springer International Publishing : , : Imprint : Palgrave Macmillan, , 2016 |
| Descrizione fisica | 1 online resource (IX, 141 p. 10 illus., 6 illus. in color.) |
| Disciplina | 658.812 |
| Soggetto topico |
Customer relations - Management
Public relations Internet marketing Industrial management Emotions Customer Relationship Management Corporate Communication/Public Relations Online Marketing/Social Media Media Management Emotion |
| ISBN | 3-319-41519-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | 1. What is Hate? -- 2. What is Brand Hate? -- 3. Antecedents of Brand Hate -- 4. Consequences of Brand Hate -- 5. Semiotics of Brand Hate -- 6. Legality of Brand Hate -- 7. Managing Brand Hate. |
| Record Nr. | UNINA-9910254958003321 |
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Kucuk S. Umit
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| Cham : , : Springer International Publishing : , : Imprint : Palgrave Macmillan, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Brilliant customer service / / Debra Stevens
| Brilliant customer service / / Debra Stevens |
| Autore | Stevens Debra |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Harlow, England : , : Pearson, , [2010] |
| Descrizione fisica | 1 online resource (xix, 187 p. ) : ill |
| Disciplina | 658.812 |
| Collana | Brilliant |
| Soggetto topico | Customer relations |
| ISBN |
1-282-98370-9
9786612983702 0-273-73808-9 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | About the author Acknowledgements Introduction 1. Customers have changed 2. The cornerstones of brilliant service 3. Make 'virtual' service brilliant customer service 4. Use the 'emotional scale' to create loyalty and trust 5. Read between the lines silence is never golden! 6. How to handle any complaint 7. How to s ay no and still keep the customer 8. How to offer more 9. Seven ways to wow your customers Conclusion Index |
| Record Nr. | UNINA-9910150515903321 |
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Stevens Debra
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| Harlow, England : , : Pearson, , [2010] | ||
| 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 | ||
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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 |
| 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 |
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Trefler Alan
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| Hoboken, New Jersey : , : Wiley, , 2014 | ||
| 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 |
| 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 | ||
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