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Author: J. J. Sviokla Publisher: Harvard Business Press ISBN: 9780875843339 Category : Business & Economics Languages : en Pages : 384
Book Description
Essays cover market orientation, order management, customer service, quality, service guarantees, customer complaints, zero defects, and performance measurement
Author: J. J. Sviokla Publisher: Harvard Business Press ISBN: 9780875843339 Category : Business & Economics Languages : en Pages : 384
Book Description
Essays cover market orientation, order management, customer service, quality, service guarantees, customer complaints, zero defects, and performance measurement
Author: Ali Cudby Publisher: Morgan James Publishing ISBN: 1642796433 Category : Business & Economics Languages : en Pages : 213
Book Description
This fresh take on retention and revenue is “a useful guide to long-term customer loyalty that’s engaging, insightful and actionable . . . a fast, easy read” (Jonathan Tower, Managing Partner, Catapult VC). It costs 5 to 25 times more for companies to acquire a new customer versus retaining an existing one. That means a company’s process to keep its customers is tied directly to its revenue and profitability. In Keep Your Customers, Ali Cudby provides insights from business leaders, beginning with legendary executive Kay Koplovitz. The book goes on to offer real-world consumer behavior stories, business best practices, and CEO-led case studies in industries ranging from technology (ClusterTruck, PERQ), consumer packaged goods (Soapbox), and retail (Esprit de la Femme, Urban Stems). Interviews with renowned venture capitalists Mark Suster and Kara Nortman of Upfront Ventures, Square Capital executive Jackie Reses, and indie musician Craig Wedren, former Shudder to Think frontman and Yellowjackets composer, are also featured. Keep Your Customers is based on a proven process that has helped companies around the world improve the lifetime value of their clients. Keep Your Customers shares a fresh perspective on the old problem of customer relations. It jumps straight into practical strategies and actionable tactics to bring loyalty marketing to life for large and small businesses alike. Ali Cudby shares how to set up customer engagement for loyalty with a company culture to support it; grow without being stuck in the endless grind of new customer acquisition; and build the most powerful asset for any enterprise—a loyal, long-term, and lucrative customer base.
Author: B. Joseph Pine Publisher: Harvard Business Press ISBN: 142214027X Category : Business & Economics Languages : en Pages : 94
Book Description
"This classic article shows how to make mass customization and efficient and personal marketing work by putting companies and their consumers in a "learning relationship." Over time, this ongoing relationship allows your company to meet customers' changing needs, develop learning relationships with them, and retain their business forever."--Provided by publisher.
Author: Michael W. Lowenstein Publisher: ISBN: Category : Business & Economics Languages : en Pages : 212
Book Description
What are you doing to build customer retention for your company? Customers have specific needs and priorities. While satisfaction provides an initial focus for companies pursuing a quality initiative, customer retention represents a dramatically more cost-effective, profitable, and quality-centered set of activities. This book helps you learn 'why, ' and more importantly, 'how' to keep customers within your business. "Customer Retention" introduces you to the results that can be attained by creating aggressive and on-going customer retention practices. This results-focused book is packed with material that will tell you ways to create a customer loyalty and partnership mindset that yields a stronger, more pliant culture, higher levels of quality, and an attractive bottom line for your company. Company retention isn't a new paradigm, just a better one. -- From publisher's description.
Author: Art Weinstein Publisher: Routledge ISBN: 1351214322 Category : Business & Economics Languages : en Pages : 218
Book Description
Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.
Author: Rennie Gould Publisher: Kogan Page Publishers ISBN: 0749466189 Category : Business & Economics Languages : en Pages : 248
Book Description
Creating the Strategy is a practical guide that brings together the most important elements of business strategy, B2B marketing theory and sales management. Aimed at those wanting to structure their organizations around the winning and keeping of customers in B2B markets, the book introduces a number of unique and powerful methodologies proven in workshops conducted with clients such as Mercedes-Benz and AXA Insurance. It is structured around the Sales & Business Performance Value Chain, a unique and integrated process that builds awareness and understanding of all factors impacting on sales and business performance, providing an important diagnostic tool. Whether you are working for a large organisation or a small company, Creating the Strategy will help you recognise and implement the key elements responsible for creating outstanding sales and business performance in B2B markets.
Author: The Culinary Institute of America Publisher: John Wiley & Sons ISBN: 0470197404 Category : Cooking Languages : en Pages : 304
Book Description
As competition for customers is constantly increasing, contemporary restaurants must distinguish themselves by offering consistent, high-quality service. Service and hospitality can mean different things to different foodservice operations, and this book addresses the service needs of a wide range of dining establishments, from casual and outdoor dining to upscale restaurants and catering operations. Chapters cover everything from training and hiring staff, preparation for service, front-door hospitality to money handling, styles of modern table service, front-of-the-house safety and sanitation, serving diners with special needs, and service challenges—what to do when things go wrong. Remarkable Service is the most comprehensive guide to service and hospitality on the market, and this new edition includes the most up-to-date information available on serving customers in the contemporary restaurant world.
Author: Donna Greiner Publisher: Crown Currency ISBN: 0307553957 Category : Business & Economics Languages : en Pages : 237
Book Description
Sure-Fire, Can't-Miss Tips, Techniques, and Ideas for Building Lifelong Customer Loyalty Imagine having the customer-service secrets of the world's most successful businesses right at your fingertips. With this book you can! Authors Donna Greiner and Theodore Kinni spent five years uncovering how Nordstrom, Southwest Airlines, Ritz-Carlton, American Express, and other world-class companies keep their customers for life. The result is 1,001 timely, entertaining, and brilliantly inventive customer-retention ideas. Inside, you'll discover the secrets to: ·Creating products/services tailored to your customers' needs ·Recognizing and rewarding your most profitable trophy customers ·Using three kinds of guarantees to build customer trust ·Turning first-time customers into frequent buyers ·And much more!
Author: Patrick Barwise Publisher: Harvard Business Press ISBN: 9780875843988 Category : Business & Economics Languages : en Pages : 238
Book Description
In this radically conservative book, the authors advocate a back-to-basics approach to marketing that replaces the relentless quest for differentiation with a relentless focus on these types of basic customer needs The authors’ research shows that most companies have been ignoring the basics for too long. At the heart of the authors’ approach is a view of why customers buy what they do. Barwise and Meehan argue that marketers must understand what customers want from the entire product or service category. So rather than focus on new luxury attributes for a specific car —marketers need to understand what basic needs customers have for automobiles in general (ie: safety, handling, etc). Once they figure that out—they need to deliver on those basic needs better than everyone else.
Author: J. J. Sviokla
Author: J. J. Sviokla
Author: Ali Cudby
Author: B. Joseph Pine
Author: Michael W. Lowenstein
Author: Art Weinstein
Author: Rennie Gould
Author: The Culinary Institute of America
Author: Donna Greiner
Author: Patrick Barwise
Author: Barbara Bund