Build your community : turn your connections into a powerful online community

Build Your Customer Community is your step-by-step guide to start your community, delight your members, and reap the rewards. You're going to learn why smart businesses have community members telling them exactly what they want to buy, help co-develop their products with them, and use their community as a testbed for marketing ideas before any major campaign.

Truth, lies, and advertising : the art of account planning

Account planning is a discipline that combines aspects of four traditionally separate areas of advertising and marketing. This text aims to demonstrate how to use account planning to win clients and produce better, more effective advertising. It also shows the role account planning played in producing celebrated advertising campaigns.

The innovator's dilemma : when new technologies cause great firms to fail. Th…

The bestselling classic on disruptive innovation, by renowned author Clayton M. Christensen. His work is cited by the world’s best-known thought leaders, from Steve Jobs to Malcolm Gladwell. In this classic bestseller--one of the most influential business books of all time--innovation expert Clayton Christensen shows how even the most outstanding companies can do everything right--yet still l…

The Innovator's Dilemma, with a New Foreword: When New Technologies Cause Gre…

n this [book]...innovation expert Clayton Christensen shows how even the most outstanding companies can do everything right yet still lose market leadership. Now with a foreword by Marc Benioff, the cofounder and CEO of Salesforce, Christensen explains why most companies miss out on new waves of innovation. Included Index

The social media strategist : build a successful program from the inside out

Build a powerful social media strategy to increase buzz—and the bottom line “Whether you’re Fortune 500 or a small business owner, if you’re looking for success in this field, you owe it to yourself to read this book.” —George G. Smith Jr., Social Strategist, PepsiCo “After working with hundreds of organizations in their efforts to adopt social technologies, I can safely say The S…

Best practices : Building your business with customer-focused solutions

For the past five years, Arthur Andersen has been gathering, sorting, and condensing data from the world-class companies it works with to compile its Global Best Practices Database. Now, for the first time, Arthur Andersen shares its understanding of how more than forty best-practices companies focus on their customers, create growth, reduce cost and increase profits. Managers of any business i…

Services marketing : integrating customer focus across the firm. Eighth Inter…

Edition

Eighth International Edition

ISBN/ISSN

9781266287152

Collation

531 p. ; 25 cm.

Series Title

-

Call Number

658.809 Zei s

The cult of the customer : create an amazing customer experience that turns s…

In today’s competitive business climate, you can’t just satisfy your customers. You have to be better than that, giving them experiences that they won’t forget. Author Shep Hyken has spent twenty-five years studying great companies and the evangelists they create. In The Cult of the Customer, Hyken shows how to design a strategy that leads both customers and employees through five distinc…

Customer service : a practical approach. Sixth Pearson New International Edition

For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles. The market-leader, Customer Service: A Practical Approach, Sixth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it cover…

Measure what matters : online tools for understanding customers, social media…

In an online and social media world, measurement is the key to success If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible," they can be measured and managed-with powerful results. Measure What Matters explains simple, step-by-step procedures for measuring customers, social media reputation, influence and authority, the m…

Managing design : conversations, project controls and best practices for comm…

Offers state-of-the-art principles and strategies gleaned from high-profile projects to help readers manage design This guide to managing design process within the commercial design and construction industry addresses a growing pain point in an industry where collaborative approaches to project delivery are outpacing the way professionals work. It synthesizes issues by investigating the “why,…

Love thy customer : creating delight, preventing dissatisfaction, and pleasin…

Two bestselling authors deliver proven tactics for exceptional customer service in today's consumer-driven market.

Customer relationship management. Second Edition

This text gives a well-balanced coverage of strategy and organisation, marketing aspects, analytical CRM, operational CRM, CRM systems and their implementation. It is the only comprehensive academic text to cover the entire scope of CRM from a marketing management angle. It contains case studies and questions at the end of each chapter to test understanding. It has coverage of the strategic, or…

Services marketing : integrating customer focus across the firm. Seventh Edition

This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries.

ITIL Service Operation

This publication provides updated best-practice advise on all aspects of managing the day-to-day operation of an organisation's IT services. It encompasses and supersedes the operational aspects of the ITIL Service Support and Service Delivery publications and covers most of the scope of ICT Infrastructure Management. it also incorporates operational aspects from the Planning to Implement, Appl…

Services marketing : people, technology, strategy. Ninth Edition

Edition

Ninth Edition

ISBN/ISSN

9781944659820

Collation

665 p. ; 28 cm.

Series Title

-

Call Number

658.822 Lov s

Value proposition design : how to create products and services customers want

The authors of the international bestseller Business Model Generation explain how to create value propositions customers can’t resist Value Proposition Design helps you tackle the core challenge of every business — creating compelling products and services customers want to buy. This highly practical book, paired with its online companion, will teach you the processes and tools you need to …

The practical guide to achieving customer satisfaction in events and hotels

The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the fourth title in the Routledge Series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events and hotels. Typical to the other titles in the series, this latest book is written in a logical format and contains practical tips drawn from real…

Orchestrating experiences : collaborative design for complexity

Customer experiences are increasingly complicated--with multiple channels, touchpoints, contexts, and moving parts--all delivered by fragmented organizations. How can you bring your ideas to life in the face of such complexity? Orchestrating Experiences is a practical guide for designers and everyone struggling to create products and services in complex environments.

Customer service : skills for success

Recipient of the 217 Textbook & Academic Authors Association's Textbook Excellence Award, Customer Service Skills for Success by Robert W. Lucas is the top-selling customer service textbook in the United States. The 7th edition addresses real-world customer service issues and provides a variety of updated resources, activities, examples and tips from the author and active professionals in the i…