Managing the Customer Experience: Turning Customers Into Advocates (Financial Times Series)

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9780273661955: Managing the Customer Experience: Turning Customers Into Advocates (Financial Times Series)
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"Refreshing and practical. Managing the Customer Experience shows companies how to build the power of their brand. Wheeler and Smith inspire your organization to deliver a different and more valuable offering to your targeted customers." Bradley T. Gale, author of Managing Customer Value and President, Customer Value, Inc. "Delivering customers a consistently superior set of benefits is probably the most important driver of value creation. This book provides a number of practical insights which will guide the reader on the difficult but fascinating path leading to great customer value delivery." Jean-Claude Larreche, The Alfred H. Heineken Professor of Marketing, INSEAD "A fascinating and insightful book which is equally relevant for the leaders of professional services firms looking to build 'trusted advisor, relationships with their key clients." Michael Bray, Chief Executive, Clifford Chance "Managing the Customer Experience is an incredibly practical guide for building customer loyalty in the new century." Marshall Goldsmith - Founding Director of the Financial Times Knowledge Dialogue and the Alliance for Strategic Leadership. "Smith and Wheeler show us what the 21st Century Company has to look like if it is to be successful. They show that great brands are not primarily built through advertising but by the experience and value they offer customers." Professor Peter Doyle, Warwick Business School, University of Warwick "This book shows how to unlock the full value potential of the customer experience, supported by a wealth of examples from world leaders such as Tesco and Harley-Davidson. The connection made between the Marketing, Human Resources and Customer Service functions is very powerful. This, combined with the emphasis on the role of leadership, makes Managing the Customer Experience required reading for CEO's, Marketing, Human Resource, and Operations Directors, and their teams." William Gordon, Strategy Partner, Accenture and co-author of Brand Manners. "In their book, Managing the Customer Experience, the authors bring forward the concept of loyalty and advocacy in customer experience in a very targeted way ... unearthing one of the most essential branding rules, which is to make your preferred customers your best ambassadors." Marc Gobe, President and Executive Creative Director, Desgrippes Gobe Group, author of Emotional Branding: the New Paradigm for Connecting Brands to People. "If you are interested in increasing customer loyalty, Managing the Customer Experience is the book for you. Most books on the subject focus on your company's image and tell why it's important. This book makes the business case for branding but then shows you how to do it. Full of practical "how to" advice, illustrative anecdotes, and application exercises, it is not only a good read, but a significant investment in your future success." Richard Whiteley, author of The Customer Driven Company "Managing the Customer Experience provides a comprehensive blueprint for any organization that wants to deliver a customer experience that supports and builds its brand. Smith and Wheeler bring this intriguing concept to life through a well-researched variety of examples, insights, methods, and tools. Don,t just read this book - use it!" Scott Timmins, Vice President, College Marketing, Millea Hall, Babson College

Reseña del editor:

How much more profit could you make if you had customers who couldn,t imagine doing business with anyone but you? In your dreams! Tell that to Virgin Atlantic or Harley Davidson. How great would life be if 40% of your new business simply knocked on your door without you having spent a cent advertising for it? Impossible! Tell that to First Direct. The companies in this book have managed to turn customers into advocates. Advocates who constantly refer their friends and colleagues to those businesses. Why? Because those companies have created a Branded Customer Experience(R). They have managed the relationship to the point where customers can't imagine wanting to do business with anyone else. How can you gain this unbeatable competitive advantage? Managing the Customer Experience shows you how. It takes you through the step-by-step process of creating Loyalty by Design. It shows you how to re-think your business from the customer,s point of view and then design and deliver a customer experience that drives loyalty and profitability.

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Bernd Schmitt Shaun Smith
Editorial: Prentice Hall (2002)
ISBN 10: 0273661957 ISBN 13: 9780273661955
Nuevos Tapa dura Cantidad: 2
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unifachbuch
(Köln, NRW, Alemania)
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Descripción Prentice Hall, 2002. Hardcover. Estado de conservación: Neu. Gebraucht - Sehr gut Unbenutzt. Schnelle Lieferung, Kartonverpackung. Abzugsfähige Rechnung. Bei Mehrfachbestellung werden die Versandkosten anteilig erstattet. - How much more profit could you make if you had customers who couldn't imagine doing business with anyone but you In your dreams! Tell that to Virgin Atlantic or Harley Davidson. How great would life be if 40% of your new business simply knocked on your door without you having spent a cent advertising for it Impossible! Tell that to First Direct. The companies in this book have managed to turn customers into advocates. Advocates who constantly refer their friends and colleagues to those businesses. Why Because those companies have created a Branded Customer Experience(R). They have managed the relationship to the point where customers can't imagine wanting to do business with anyone else. How can you gain this unbeatable competitive advantage Managing the Customer Experience shows you how. It takes you through the step-by-step process of creating Loyalty by Design. It shows you how to re-think your business from the customer's point of view and then design and deliver a customer experience that drives loyalty and profitability. 254 pp. Englisch. Nº de ref. de la librería INF1000007367

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Wheeler, Joe
Editorial: Pearson FT Press (2002)
ISBN 10: 0273661957 ISBN 13: 9780273661955
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Descripción Pearson FT Press, 2002. Hardcover. Estado de conservación: New. Brand New, not a remainder. Nº de ref. de la librería 1612010254

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Joe Wheeler, Shaun Smith
Editorial: Pearson Education Limited, United Kingdom (2002)
ISBN 10: 0273661957 ISBN 13: 9780273661955
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Descripción Pearson Education Limited, United Kingdom, 2002. Hardback. Estado de conservación: New. Tuttle and Revised ed.. 238 x 156 mm. Language: English . Brand New Book. How much more profit could you make if you had customers who couldn t imagine doing business with anyone but you? In your dreams! Tell that to Virgin Atlantic or Harley Davidson. How great would life be if 40 of your new business simply knocked on your door without you having spent a cent advertising for it? Impossible! Tell that to First Direct. The companies in this book have managed to turn customers into advocates. Advocates who constantly refer their friends and colleagues to those businesses. Why? Because those companies have created a Branded Customer Experience(R). They have managed the relationship to the point where customers can t imagine wanting to do business with anyone else. How can you gain this unbeatable competitive advantage? Managing the Customer Experience shows you how. It takes you through the step-by-step process of creating Loyalty by Design. It shows you how to re-think your business from the customer s point of view and then design and deliver a customer experience that drives loyalty and profitability. Nº de ref. de la librería AAK9780273661955

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Joe Wheeler, Shaun Smith
Editorial: Pearson Education Limited, United Kingdom (2002)
ISBN 10: 0273661957 ISBN 13: 9780273661955
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The Book Depository
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Descripción Pearson Education Limited, United Kingdom, 2002. Hardback. Estado de conservación: New. Tuttle and Revised ed.. 238 x 156 mm. Language: English . Brand New Book. How much more profit could you make if you had customers who couldn t imagine doing business with anyone but you? In your dreams! Tell that to Virgin Atlantic or Harley Davidson. How great would life be if 40 of your new business simply knocked on your door without you having spent a cent advertising for it? Impossible! Tell that to First Direct. The companies in this book have managed to turn customers into advocates. Advocates who constantly refer their friends and colleagues to those businesses. Why? Because those companies have created a Branded Customer Experience(R). They have managed the relationship to the point where customers can t imagine wanting to do business with anyone else. How can you gain this unbeatable competitive advantage? Managing the Customer Experience shows you how. It takes you through the step-by-step process of creating Loyalty by Design. It shows you how to re-think your business from the customer s point of view and then design and deliver a customer experience that drives loyalty and profitability. Nº de ref. de la librería AAK9780273661955

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Shaun Smith, Joe Wheeler
Editorial: FT Press (2002)
ISBN 10: 0273661957 ISBN 13: 9780273661955
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Descripción FT Press, 2002. Paperback. Estado de conservación: New. 1. Nº de ref. de la librería DADAX0273661957

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Descripción Pearson Education, 2002. HRD. Estado de conservación: New. New Book.Shipped from US within 10 to 14 business days. Established seller since 2000. Nº de ref. de la librería IB-9780273661955

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Descripción Pearson Education, 2002. HRD. Estado de conservación: New. New Book. Shipped from US within 10 to 14 business days. Established seller since 2000. Nº de ref. de la librería IB-9780273661955

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Editorial: Pearson FT Press 2002-11-08 (2002)
ISBN 10: 0273661957 ISBN 13: 9780273661955
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Descripción Pearson FT Press 2002-11-08, 2002. Paperback. Estado de conservación: New. Clean - tight unmarked!APO/FPO orders welcomed! Real World pricing and out of this world service! Orders processed every day! Thanks for shopping with us on ABE!. Nº de ref. de la librería 040216-5

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Joe Wheeler, Shaun Smith
Editorial: Pearson Education Limited 2002-09-04, Harlow (2002)
ISBN 10: 0273661957 ISBN 13: 9780273661955
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Descripción Pearson Education Limited 2002-09-04, Harlow, 2002. hardback. Estado de conservación: New. Nº de ref. de la librería 9780273661955

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