Name: Service Excellence: Creating Customer Experiences That Build Relationships (Marketing Strategy Collection) (en Inglés)
Price: 96826.00 COP
Availability: InStock
Author: Ruth N. Bolton
ISBN: 9781631573712

portada Service Excellence: Creating Customer Experiences That Build Relationships (Marketing Strategy Collection) (en Inglés)

Formato

Libro Físico

Editorial

Business Expert Press

Autor

Ruth N. Bolton

Idioma

Inglés

N° páginas

207

Encuadernación

Tapa Blanda

ISBN13

9781631573712

Service Excellence: Creating Customer Experiences That Build Relationships (Marketing Strategy Collection) (en Inglés)

Ruth N. Bolton (Autor) · Business Expert Press · Tapa Blanda

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Reseña del libro "Service Excellence: Creating Customer Experiences That Build Relationships (Marketing Strategy Collection) (en Inglés)"

The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.