Satisfied Customers Tell Three Friends Angry Customers Tell 3 000
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Satisfied Customers Tell Three Friends Angry Customers Tell 3 000
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Author : Pete Blackshaw
language : en
Publisher: Crown Currency
Release Date : 2008-07-08
Satisfied Customers Tell Three Friends Angry Customers Tell 3 000 written by Pete Blackshaw and has been published by Crown Currency this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-07-08 with Business & Economics categories.
In today’s Internet-driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls "consumer-generated media"—blogs, social networking pages, message boards, product review sites—even a single disgruntled customer can broadcast his complaints to an audience of millions. Blackshaw shows managers, marketers, and business leaders how to establish and maintain credibility for their brand by being authentic, listening and responding to customers, and forming relationships built on openness, transparency, and trust.Filled with stories based on his experience working with Fortune 500 brands such as Toyota, Dell, Nike, Sony, General Motors, Hershey, Unilever, Nestlé, Lexus, and Bank of America, Blackshaw offers a clear strategy to sustain a competitive advantage by creating enduring, loyal relationships with today’s consumer.
The Ownership Quotient
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Author : James L. Heskett
language : en
Publisher: Harvard Business Press
Release Date : 2008-12-09
The Ownership Quotient written by James L. Heskett and has been published by Harvard Business Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-12-09 with Business & Economics categories.
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit such enthusiasm for their organization that they infect countless customers with similar satisfaction, loyalty, and dedication. Customer-owners are in turn so satisfied with their experience that they relate their stories to others, persuade them to try your product, and provide constructive criticism and new product ideas. As a new generation of managers has been changing the way that products and services are designed and delivered, authors Heskett, Sasser, and Wheeler have followed the evolution of this new ownership model. Case studies from companies as diverse as Harrah's Entertainment, ING Direct, Build-a-Bear Workshop, and Wegmans Food Markets bring home the central principle of engagement - and showcase ways to raise the ownership quotient among both your employees and your customers. With the authors' decades of consulting and research paving the way, you'll learn to identify your customer-owners; consistently exceed their expectations in ways they truly appreciate; and foster, measure, and grow the Ownership Quotient throughout your company. An organization that learns how to cultivate an ownership attitude creates a self-reinforcing relationship between customers and front-line employees. The lifetime value of a customer-owner can be equivalent to that of more than a hundred typical customers. And that makes the lifetime value of an employee who can promote customer ownership priceless. This powerful and practical book shows you how to add that value to your company and delight your employees, customers, and investors. Is your organization ready to make the transition to an ownership state of mind?
The Oxford Handbook Of Strategic Sales And Sales Management
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Author : David W. Cravens
language : en
Publisher: OUP Oxford
Release Date : 2012-11-22
The Oxford Handbook Of Strategic Sales And Sales Management written by David W. Cravens and has been published by OUP Oxford this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-11-22 with Business & Economics categories.
The Oxford Handbook of Strategic Sales and Sales Management is an unrivalled overview by leading academics in the field of sales and marketing management. Sales theory is experiencing a renaissance driven by a number of factors, including building profitable relationships, creating/delivering brand value, strategic customer management, sales and marketing relationships, global selling, and the change from transactional to customer relationship marketing. Escalating sales and selling costs require organisations to be more focused on results and highlight the shifting of resources from marketing to sales. Further the growth in customer power now requires a strategic sales response, and not just a tactical one. The positioning of sales within the organisation, the sales function and sales management are all discussed. The Handbook is not a general sales management text about managing a sales force, but will fill a gap in the existing literature through consolidating the current academic research in the sales area. The Handbook is structured around four key topics. The first section explores the strategic positioning of the sales function within the modern organisation. The second considers sales management and recent developments. The third section examines the sales relationship with the customer and highlights how sales is responding to the modern environment. Finally, the fourth section reviews the internal composition of sales within the organisation. The Handbook will provide a comprehensive introduction to the latest research in sales management, and is suitable for academics, professionals, and those taking professional qualifications in sales and marketing.
Social Media Marketing
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Author : Dave Evans
language : en
Publisher: John Wiley & Sons
Release Date : 2012-02-15
Social Media Marketing written by Dave Evans 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 2012-02-15 with Computers categories.
Updated with 100 pages of new content, this edition is better than ever In the newest edition of his top-selling book, social media expert Dave Evans bypasses theory to provide you with practical, hands-on advice on developing, implementing, and measuring social media marketing campaigns. In what can be an overwhelming topic, he demystifies the jargon, dispels the myths, and helps you develop an effective, day-by-day plan. Revised and updated with more than 100 pages of new material on all the latest developments, Evans includes new and updated coverage on Facebook, Twitter, and Google+; the latest on listening and analytics platforms; how to incorporate mobile and location-based services like Foursquare and Gowalla into your plan; and more. Helps marketers, advertisers, and small business owners quickly develop effective, practical approaches to social media marketing campaigns Highlights the latest you should know about Facebook, Twitter, and Google+; as well as mobile- and location-based services such as Foursquare and Gowalla Shows you how to track and measure results and integrate that information into your overall marketing plan Features case studies, step-by-step instructions, and hands-on tutorials If you've been seeking ways to break down social media marketing into tasks you can handle and campaigns that deliver, this is the book you need.
Trademarks And Social Media
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Author : Danny Friedmann
language : en
Publisher: Edward Elgar Publishing
Release Date : 2015-09-25
Trademarks And Social Media written by Danny Friedmann and has been published by Edward Elgar Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-25 with Computers categories.
Legal conflicts between trademark holders, social media providers and internet users have become manifest in light of wide scale, unauthorised use of the trademark logo on social media in recent decades. Arguing for the protection of the trademark logo against unauthorised use in a commercial environment, this book explores why protection enforcement should be made automatic. A number of issues are discussed including the scalability of litigation on a case-by-case basis, and whether safe harbour provisions for online service providers should be substituted for strict liability.
We Are What We Sell
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Author : Danielle Sarver Coombs
language : en
Publisher: Bloomsbury Publishing USA
Release Date : 2014-01-15
We Are What We Sell written by Danielle Sarver Coombs and has been published by Bloomsbury Publishing USA this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-01-15 with Social Science categories.
For the last 150 years, advertising has created a consumer culture in the United States, shaping every facet of American life—from what we eat and drink to the clothes we wear and the cars we drive. In the United States, advertising has carved out an essential place in American culture, and advertising messages undoubtedly play a significant role in determining how people interpret the world around them. This three-volume set examines the myriad ways that advertising has influenced many aspects of 20th-century American society, such as popular culture, politics, and the economy. Advertising not only played a critical role in selling goods to an eager public, but it also served to establish the now world-renowned consumer culture of our country and fuel the notion of "the American dream." The collection spotlights the most important advertising campaigns, brands, and companies in American history, from the late 1800s to modern day. Each fact-driven essay provides insight and in-depth analysis that general readers will find fascinating as well as historical details and contextual nuance students and researchers will greatly appreciate. These volumes demonstrate why advertising is absolutely necessary, not only for companies behind the messaging, but also in defining what it means to be an American.
Remarkability
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Author : Lorraine Murphy
language : en
Publisher: Hachette UK
Release Date : 2016-06-28
Remarkability written by Lorraine Murphy and has been published by Hachette UK this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-06-28 with Self-Help categories.
Be so good they can't ignore you. How to succeed at business and life by one of Australia's leading entrepreneurs and founder of The Remarkables Group. Success isn't made up of huge leaps forward, but instead small repetitive actions completed each day. These small steps eventually lead to great achievements in the pursuit of your goals. This book is an inspiring look at the lessons Lorraine has learned during her entrepreneurship journey - through study, trial and error; the strategies she has developed and the habits she religiously follows. Be remarkable in work and life, following the advice of one of Australia's most exciting thought leaders.
Wired And Dangerous
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Author : Chip R. Bell
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2011-06-06
Wired And Dangerous written by Chip R. Bell and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-06-06 with Business & Economics categories.
In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain – they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a companyÆs customer service doesnÆt adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage their reputation. This book describes exactly what todayÆs customers expect and how to give it to them. In Wired and Dangerous, Bell and Patterson provide a tested formula for restoring balance to the customer relationship by establishing what they call “Service Calm”. The three steps to Service Calm sound simple, but they draw on sophisticated psychological principles and are profound in application: 1) Deal with Self, 2) Deal with Customer, 3) Deal with Context.
Two Factor Theory Of Customer Service
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Author : DAVID L. ELWOOD
language : en
Publisher: AuthorHouse
Release Date : 2013-12-18
Two Factor Theory Of Customer Service written by DAVID L. ELWOOD and has been published by AuthorHouse this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-12-18 with Business & Economics categories.
In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwoods message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business --- the only question is whether you are doing it well. Want a quick read at the airport terminal thatll entertain more than transform? Two Factor Theory of Customer Service isnt it! Elwood skips the clichs while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again...). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University
Papers In Itjemast 11 16 2020
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Author :
language : en
Publisher: International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies
Release Date :
Papers In Itjemast 11 16 2020 written by and has been published by International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies this book supported file pdf, txt, epub, kindle and other format this book has been release on with Technology & Engineering categories.
International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies publishes a wide spectrum of research and technical articles as well as reviews, experiments, experiences, modelings, simulations, designs, and innovations from engineering, sciences, life sciences, and related disciplines as well as interdisciplinary/cross-disciplinary/multidisciplinary subjects. Original work is required. Article submitted must not be under consideration of other publishers for publications.