Customer Experience Como Alavancar O Crescimento E Rentabilidade Do Seu Neg Cio Colocando A Experi Ncia Do Cliente Em Primeiro Lugar
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Customer Experience Como Alavancar O Crescimento E Rentabilidade Do Seu Neg Cio Colocando A Experi Ncia Do Cliente Em Primeiro Lugar
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Author : Martin Newman
language : pt-BR
Publisher: Autêntica Business
Release Date : 2023-03-30
Customer Experience Como Alavancar O Crescimento E Rentabilidade Do Seu Neg Cio Colocando A Experi Ncia Do Cliente Em Primeiro Lugar written by Martin Newman and has been published by Autêntica Business this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-03-30 with Business & Economics categories.
Você já ouviu falar em Customer Experience (CX)? Experiência do cliente é uma nova abordagem estratégica para colocar o cliente em primeiro lugar por meio da gestão de cada etapa de sua jornada. Proporcionar uma experiência diferenciada aos clientes é ser capaz de identificar e de remover atritos do processo de compra, adequar a proposta de valor a cada segmento, comunicar-se com cada persona usando a linguagem e os canais mais adequados, elaborar campanhas e atividades de marketing engajadoras e converter leads em defensores da marca. Em Customer Experience, Martin Newman e Malcolm McDonald apresentam mais de 100 medidas práticas para levar a experiência do cliente a outro patamar, ilustrando cada uma delas com estudos de caso e entrevistas com profissionais de empresas e marcas líderes de mercado. São dezenas de dicas que você pode começar a implementar no curto prazo para acelerar a atração, a conversão e a retenção de clientes no seu negócio. O autor Newman propõe ainda o conceito de customer mix, uma releitura do mix de marketing rumo à centralidade no cliente. Por meio dos 6Ws – quem compra (Who), por que (Why), o quê (What), onde (Where), quando (When), o que vem a seguir (What ́s next) –, é proposto um novo modelo de elaboração da estratégia de marketing, mais adequado ao atual cenário de mudanças disruptivas e competição intensiva. Customer Experience é um guia que te ajudará a identificar a qualidade da experiência que você proporciona aos seus clientes, quais medidas práticas podem ser adotadas imediatamente para melhorá-la e como liderar esse processo de mudança organizacional integrando os vários departamentos e áreas da sua organização em uma frente única, com o objetivo de colocar o cliente em primeiro lugar e, com isso, alcançar taxas de crescimento e rentabilidade superiores.
Kit Customer Experience
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Author : Martin Newman
language : pt-BR
Publisher: Autêntica Business
Release Date : 2024-03-22
Kit Customer Experience written by Martin Newman and has been published by Autêntica Business this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-03-22 with Business & Economics categories.
Você já ouviu falar em Customer Experience (CX)? Experiência do cliente é uma nova abordagem estratégica para colocar o cliente em primeiro lugar por meio da gestão de cada etapa de sua jornada. Proporcionar uma experiência diferenciada aos clientes é ser capaz de identificar e de remover atritos do processo de compra, adequar a proposta de valor a cada segmento, comunicar-se com cada persona usando a linguagem e os canais mais adequados, elaborar campanhas e atividades de marketing engajadoras e converter leads em defensores da marca. Em Customer Experience, Martin Newman e Malcolm McDonald apresentam mais de 100 medidas práticas para levar a experiência do cliente a outro patamar, ilustrando cada uma delas com estudos de caso e entrevistas com profissionais de empresas e marcas líderes de mercado. São dezenas de dicas que você pode começar a implementar no curto prazo para acelerar a atração, a conversão e a retenção de clientes no seu negócio. O autor Newman propõe ainda o conceito de customer mix, uma releitura do mix de marketing rumo à centralidade no cliente. Por meio dos 6Ws – quem compra (Who), por que (Why), o quê (What), onde (Where), quando (When), o que vem a seguir (What ́s next) –, é proposto um novo modelo de elaboração da estratégia de marketing, mais adequado ao atual cenário de mudanças disruptivas e competição intensiva. Customer Experience é um guia que te ajudará a identificar a qualidade da experiência que você proporciona aos seus clientes, quais medidas práticas podem ser adotadas imediatamente para melhorá-la e como liderar esse processo de mudança organizacional integrando os vários departamentos e áreas da sua organização em uma frente única, com o objetivo de colocar o cliente em primeiro lugar e, com isso, alcançar taxas de crescimento e rentabilidade superiores. A experiência do cliente, ou CX, tomou a cena do marketing nos últimos tempos e colocou o cliente como centro da estratégia e dos processos das organizações. No entanto, a maior parte dos livros sobre customer experience gravitam em torno do universo B2C (business-to-consumer). Neste livro, Nick e Paul rompem essa abordagem e propõem um olhar focado no B2B (business-to-consumer), explorando suas especificidades. Em Customer Experience B2B, os autores explicam o que é experiência do cliente no mercado B2B e por que essa deve ser uma pauta para dirigentes e gestores. Eles também abordam temas imprescindíveis para o mapeamento da experiência do cliente, como a satisfação, o Net Promoter Score ® (NPS), os "momentos da verdade" e a relação deles com a lucratividade do negócio. A seguir, Nick e Paul apresentam os seis pilares da experiência do cliente, sugerem métricas para apurar e gerir a experiência do cliente, propõem técnicas para fazer benchmarking e ensinam como elaborar uma "jornada do cliente" no contexto B2B. Aprofundando o assunto, os autores detalham as estratégias para se implementar uma excelente experiência do cliente, passando pela adequação dos produtos e serviços, da promoção, da precificação e da distribuição; pela implementação de uma cultura centrada no cliente; e pelo controle de todas as iniciativas de experiência do cliente na empresa. Customer Experience B2B é o primeiro livro publicado no Brasil sobre experiência do cliente focado no mercado B2B. Leitura essencial para dirigentes, gestores e profissionais lidarem com os desafios específicos desse universo e conseguirem entregar uma experiência realmente diferenciada aos clientes, que multiplicará seus resultados.
Strategic Corporate Communication In The Digital Age
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Author : Mark Anthony Camilleri
language : en
Publisher: Emerald Group Publishing
Release Date : 2021-02-19
Strategic Corporate Communication In The Digital Age written by Mark Anthony Camilleri and has been published by Emerald Group Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-02-19 with Business & Economics categories.
Strategic Corporate Communication in the Digital Age explores how contemporary communication approaches are crossing boundaries as innovative media formats and digital transformations offer new challenges and opportunities to academia and practitioners.
Pathways Of Power
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Author : Eric R. Wolf
language : en
Publisher: Univ of California Press
Release Date : 2001-01-03
Pathways Of Power written by Eric R. Wolf and has been published by Univ of California Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-01-03 with Psychology categories.
This collection of essays was devised by the author to study how anthropology brought the study of complex societies and world systems in to its purview.
Operational Risk Toward Basel Iii
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Author : Greg N. Gregoriou
language : en
Publisher: John Wiley & Sons
Release Date : 2009-03-17
Operational Risk Toward Basel Iii written by Greg N. Gregoriou and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-03-17 with Business & Economics categories.
This book consists of chapters by contributors (well-known professors, practitioners, and consultants from large and well respected money management firms within this area) offering the latest research in the OpRisk area. The chapters highlight how operational risk helps firms survive and prosper by givingreaders the latest, cutting-edge techniques in OpRisk management. Topics discussed include: Basel Accord II, getting ready for the New Basel III, Extreme Value Theory, the new capital requirements and regulations in the banking sector in relation to financial reporting (including developing concepts such as OpRisk Insurance which wasn't a part of the Basel II framework). The book further discussed quantitative and qualitative aspects of OpRisk, as well as fraud and applications to the fund industry.
Winning
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Author : Jack Welch
language : en
Publisher: Harper Collins
Release Date : 2009-10-13
Winning written by Jack Welch and has been published by Harper Collins this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-10-13 with Business & Economics categories.
A champion manager of people, Jack Welch shares the hard-earned wisdom of a storied career in what will become the ultimate business bible With Winning, Jack Welch delivers a wide-ranging, in-depth, no-holds-barred management guidebook about the tough strategic, organizational, and personal challenges that face people at every stage of their careers. Loaded with candid personal anecdotes, hard-hitting advice, and invaluable dos and don’ts, Jack explains his theory of business, by laying out the four most important principles that form the foundation of his success. Chapters include: How to Get Promoted, How to Think about Strategy, How to Write a Budget that Works, How to Work for a Jerk, How Find Work-Life Balance and How Start Something New. Enlivened by quotes from business leaders that Welch interviewed especially for the book, it’s a tour de force that reflects Welch’s mastery of execution, excellence and leadership.
Placing Words
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Author : William J. Mitchell
language : en
Publisher: MIT Press
Release Date : 2005-08-26
Placing Words written by William J. Mitchell and has been published by MIT Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-08-26 with Architecture categories.
Reflections on architecture and the exchange of information in the spaces and places of the city, from the necessity of skyscrapers in an age of Web sites to cities as talent magnets, from architectural bling to the neo-minimalism of the new MoMA. The meaning of a message, says William Mitchell, depends on the context of its reception. "Shouting 'fire' in a crowded theater produces a dramatically different effect from barking the same word to a squad of soldiers with guns," he observes. In Placing Words, Mitchell looks at the ways in which urban spaces and places provide settings for communication and at how they conduct complex flows of information through the twenty-first century city. Cities participate in the production of meaning by providing places populated with objects for words to refer to. Inscriptions on these objects (labels, billboards, newspapers, graffiti) provide another layer of meaning. And today, the flow of digital information—from one device to another in the urban scene—creates a digital network that also exists in physical space. Placing Words examines this emerging system of spaces, flows, and practices in a series of short essays—snapshots of the city in the twenty-first century. Mitchell questions the necessity of flashy downtown office towers in an age of corporate Web sites. He casts the shocked-and-awed Baghdad as a contemporary Guernica. He describes architectural makeovers throughout history, listing Le Corbusier's Fab Five Points of difference between new and old architecture, and he discusses the architecture of Manolo Blahniks. He pens an open letter to the Secretary of Defense recommending architectural features to include in torture chambers. He compares Baudelaire, the Parisian flaneur, to Spiderman, the Manhattan traceur. He describes the iPod-like galleries of the renovated MoMA and he recognizes the camera phone as the latest step in a process of image mobilization that began when artists stopped painting on walls and began making pictures on small pieces of wood, canvas, or paper. The endless flow of information, he makes clear, is not only more pervasive and efficient than ever, it is also generating new cultural complexities.
Sustainable Tourism Development
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Author : Peter Nijkamp
language : en
Publisher:
Release Date : 1995
Sustainable Tourism Development written by Peter Nijkamp and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with categories.
Analysis And Visualization Of Citation Networks
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Author : Dangzhi Zhao
language : en
Publisher: Springer Nature
Release Date : 2022-06-01
Analysis And Visualization Of Citation Networks written by Dangzhi Zhao and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-06-01 with Computers categories.
Citation analysis—the exploration of reference patterns in the scholarly and scientific literature—has long been applied in a number of social sciences to study research impact, knowledge flows, and knowledge networks. It has important information science applications as well, particularly in knowledge representation and in information retrieval. Recent years have seen a burgeoning interest in citation analysis to help address research, management, or information service issues such as university rankings, research evaluation, or knowledge domain visualization. This renewed and growing interest stems from significant improvements in the availability and accessibility of digital bibliographic data (both citation and full text) and of relevant computer technologies. The former provides large amounts of data and the latter the necessary tools for researchers to conduct new types of large-scale citation analysis, even without special access to special data collections. Exciting new developments are emerging this way in many aspects of citation analysis. This book critically examines both theory and practical techniques of citation network analysis and visualization, one of the two main types of citation analysis (the other being evaluative citation analysis). To set the context for its main theme, the book begins with a discussion of the foundations of citation analysis in general, including an overview of what can and what cannot be done with citation analysis (Chapter 1). An in-depth examination of the generally accepted steps and procedures for citation network analysis follows, including the concepts and techniques that are associated with each step (Chapter 2). Individual issues that are particularly important in citation network analysis are then scrutinized, namely: field delineation and data sources for citation analysis (Chapter 3); disambiguation of names and references (Chapter 4); and visualization of citation networks (Chapter 5). Sufficient technical detail is provided in each chapter so the book can serve as a practical how-to guide to conducting citation network analysis and visualization studies. While the discussion of most of the topics in this book applies to all types of citation analysis, the structure of the text and the details of procedures, examples, and tools covered here are geared to citation network analysis rather than evaluative citation analysis. This conscious choice was based on the authors’ observation that, compared to evaluative citation analysis, citation network analysis has not been covered nearly as well by dedicated books, despite the fact that it has not been subject to nearly as much severe criticism and has been substantially enriched in recent years with new theory and techniques from research areas such as network science, social network analysis, or information visualization. Table of Contents: Acknowledgment / Dedications /Foundations of Citation Analysis / Conducting Citation Network Analysis: Steps, Concepts, Techniques, and Tools / Field Delineation and Data Sources for Citation Analysis / Disambiguation in Citation Network Analysis / Visualization of Citation Networks / Appendix 3.3 / Appendix 5.4.2 / Bibliography / Author Biographies
Online Distance Education
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Author : Olaf Zawacki-Richter
language : en
Publisher: Athabasca University Press
Release Date : 2014-06-01
Online Distance Education written by Olaf Zawacki-Richter and has been published by Athabasca University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-06-01 with Education categories.
Online Distance Education: Towards a Research Agenda offers a systematic overview of the major issues, trends, and areas of priority in online distance education research. In each chapter, an international expert or team of experts provides an overview of one timely issue in online distance education, summarizing major research on the topic, discussing theoretical insights that guide the research, posing questions and directions for future research, and discussing the implications for distance education practice as a whole. Intended as a primary reference and guide for distance educators, researchers, and policymakers, Online Distance Education addresses aspects of distance education practice that have often been marginalized, including issues of cost and economics, concerns surrounding social justice, cultural bias, the need for faculty professional development, and the management and growth of learner communities. At once soundly empirical and thoughtfully reflective, yet also forward-looking and open to new approaches to online and distance teaching, this text is a solid resource for researchers in a rapidly expanding discipline.