Customer Experience Management
Customer Experience Management
Service Design and Delivery
Seligman, James
Taylor & Francis Ltd
04/2035
240
Dura
Inglês
9781138322936
Descrição não disponível.
Prelude Background CHAPTER ONE Customer service CRM literature CEM Literature Phenomena, process and outcomes Internal resources (processes) Customer experience (phenomenon) Financial value (outcome) Customer equity Models of CEM (commercial) Models 1-8 in the public domain CEM revenues and profits CEM stages of development Commercial CEM summary S-D Logic Phenomena, processes and outcomes in CEM CEM commercial success stories Not for profit CEM Not for profit CEM success stories Emerging themes and patterns Chapter summary CHAPTER TWO The experiential world around us The meaning of satisfaction Gaps and service quality Service experience bundle The creation of loyalty Constructing the experience journey Experience KPI measurement Summary CHAPTER THREE Customer value Service and the experience as marketing drivers Service and experience success Key service experience features Construction of experience values Summary CHAPTER FOUR Service in not for profit - case studies Key service and support services in a experiential world The role of technology in service experience Technology in CEM Summary CHAPTER FIVE CEM and its role For profit CEM Not for profit CEM Quality in the service experience CEM recommendations Inside the head of the customer Developing insight People skills Putting CEM together CEM management and control Feedback loop Summary CHAPTER SIX The brand experience and reputation management Value propositions that drive quality experience Brand equity Customer innovation of experience Customer experience and employee experience The experience co-creation Summary CHAPTER SEVEN Social networks and experience building The conscious and unconscious mind of experience Pre - during and post experience The new experiential mindset Summary Bibliography
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customer service;engagement;service dominant logic;customer loyalty;brand management
Prelude Background CHAPTER ONE Customer service CRM literature CEM Literature Phenomena, process and outcomes Internal resources (processes) Customer experience (phenomenon) Financial value (outcome) Customer equity Models of CEM (commercial) Models 1-8 in the public domain CEM revenues and profits CEM stages of development Commercial CEM summary S-D Logic Phenomena, processes and outcomes in CEM CEM commercial success stories Not for profit CEM Not for profit CEM success stories Emerging themes and patterns Chapter summary CHAPTER TWO The experiential world around us The meaning of satisfaction Gaps and service quality Service experience bundle The creation of loyalty Constructing the experience journey Experience KPI measurement Summary CHAPTER THREE Customer value Service and the experience as marketing drivers Service and experience success Key service experience features Construction of experience values Summary CHAPTER FOUR Service in not for profit - case studies Key service and support services in a experiential world The role of technology in service experience Technology in CEM Summary CHAPTER FIVE CEM and its role For profit CEM Not for profit CEM Quality in the service experience CEM recommendations Inside the head of the customer Developing insight People skills Putting CEM together CEM management and control Feedback loop Summary CHAPTER SIX The brand experience and reputation management Value propositions that drive quality experience Brand equity Customer innovation of experience Customer experience and employee experience The experience co-creation Summary CHAPTER SEVEN Social networks and experience building The conscious and unconscious mind of experience Pre - during and post experience The new experiential mindset Summary Bibliography
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
