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Customer Service

  • IoT Inc: How Your Company Can Use the Internet of Things to Win in the Outcome Economyby Bruce Sinclair

    McGraw-Hill Education 2017; US$ 28.00

    Grab the top spot in your industry by seizing the power of IoT Smart products are everywhere. They’re in our companies, in our homes, in our pockets. People love these products. But what they love more is what these products do —and for anyone running a business today, outcomes are the key. The Internet of Things (IoT) is the point of connection... more...

  • Chief Crisis Officerby James F. Haggerty

    American Bar Association 2017; US$ 29.99

    This timely new book explains why every company and organization needs to identify a Chief Crisis Officer, and provide the proper tools to enable the Chief Crisis Officer to assemble his or her team, and respond—effectively and efficiently—when the crisis occurs. Using a mixture of real life examples, strategies, and tactics, the book will break... more...

  • Measuring Customer Service Effectivenessby Sarah Cook

    Taylor and Francis 2017; US$ 54.95

    Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring... more...

  • Customer Loyalty Programmes and Clubsby Stephan A. Butscher

    Taylor and Francis 2017; US$ 54.95

    In every industry, and any company, customer loyalty marketing is an important pillar of corporate strategy. This second edition of Customer Loyalty Programmes and Clubs, explains how the key to effective protection against competition lies in identifying and offering your customers the right combination of financial and non-financial benefits. Stephen... more...

  • Top of Mind: Use Content to Unleash Your Influence and Engage Those Who Matter To Youby John Hall

    McGraw-Hill Education 2017; US$ 26.00

    A game-changing framework for staying top of mind with your audience―from the No. 1 company dominating content marketing What do many successful businesses and leaders have in common? They’re the first names that come to mind when people think about their particular industries. How do you achieve this level of trust that influences people to think... more...

  • Emotional Engineering, Vol.5by Shuichi Fukuda

    Springer International Publishing 2017; US$ 111.96

    This book provides a review of the latest research on emotion in engineering, with a particular focus on design and manufacturing.  Topics include experience, happiness, cognitive science, neuroscience, additive manufacturing, universal design, branding, teamwork. Throughout the book, the emotions of the end users of engineering products... more...

  • The Handbook of Customer Satisfaction and Loyalty Measurementby Nigel Hill; Jim Alexander

    Taylor and Francis 2017; US$ 160.00

    Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and... more...

  • The Out-of-Home Immersive Entertainment Frontierby Kevin Williams; Michael Mascioni

    Taylor and Francis 2017; US$ 39.95

    Digital Out of Home Entertainment is rather an arcane description for one of the fastest growing technology-sectors. These forms of interactive technology, often established on a 'pay per use' basis are transforming the customer experience in shops, cinemas, museums; almost any environment where consumers are congregating. Kevin Williams and Michael... more...

  • Customer Experience Management Rebootedby Steven Walden

    Palgrave Macmillan UK 2017; US$ 27.98

    Walden shows why most customer experience management fails to improve the customer’s real experience and how to concentrate on the subjective emotional perceptions that drive the customer’s actual “experience” rather than the quantitative service efficiency metrics gathered by most CX tools. Customer experience management is not about managing... more...

  • Erfolgreich mit Spenderinnen und Spendern korrespondierenby Norbert Franck

    Springer Fachmedien Wiesbaden 2017; US$ 4.69

    Dieses essential vermittelt das Know-how für ein erfolgreiches Follow-up von Spenden-Werbung: Gezeigt wird, wie Briefe und Mails von Spendern professionell beantwortet und gewinnende Antworten formuliert werden. Anhand vieler Beispiele wird erläutert, wie eine Non-Profit-Organisation zum Ausdruck bringt, dass sie dynamisch und zupackend und eine... more...