東華大學圖書館 |

語系: 繁體中文

說明(常見問題)

回圖書館首頁

手機版館藏查詢

登入

回首頁

切換: 標籤 | MARC模式 | ISBD

The reign of the customer = customer...

Fornell, Claes.

FindBook

Google Book

Amazon

博客來

The reign of the customer = customer-centric approaches to improving satisfaction /

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	The reign of the customer/ by Claes Fornell ... [et al.].
其他題名:	customer-centric approaches to improving satisfaction /
其他作者:	Fornell, Claes.
出版者:	Cham :Springer International Publishing : : 2020.,
面頁冊數:	xiii, 211 p. :ill., digital ;24 cm.
內容註:	1. Defining Customer Satisfaction: A Strategic Company Asset? -- 2. Customer Expectations: What Do Your Customers Demand? -- 3. Perceived Quality: Does Performance Matter? -- 4. Perceived Value: Is It Really All About Price? -- 5. ACSI: Is Satisfaction Guaranteed? -- 6. Customer Complaints: Learning to Love Your Angry Customers -- 7. Customer Loyalty: Hey, Stick around for a While! -- 8. Satisfied Customers: An Asset Driving Financial Performance -- 9. Your Future: Opportunities for Customer Centricity and Satisfaction.
Contained By:	Springer eBooks
標題:	Customer services. -
電子資源:	https://doi.org/10.1007/978-3-030-13562-1
ISBN:	9783030135621

The reign of the customer = customer-centric approaches to improving satisfaction /
The reign of the customercustomer-centric approaches to improving satisfaction /[electronic resource] :by Claes Fornell ... [et al.]. - Cham :Springer International Publishing :2020. - xiii, 211 p. :ill., digital ;24 cm.

1. Defining Customer Satisfaction: A Strategic Company Asset? -- 2. Customer Expectations: What Do Your Customers Demand? -- 3. Perceived Quality: Does Performance Matter? -- 4. Perceived Value: Is It Really All About Price? -- 5. ACSI: Is Satisfaction Guaranteed? -- 6. Customer Complaints: Learning to Love Your Angry Customers -- 7. Customer Loyalty: Hey, Stick around for a While! -- 8. Satisfied Customers: An Asset Driving Financial Performance -- 9. Your Future: Opportunities for Customer Centricity and Satisfaction.

With major retailers closing brick-and-mortar stores every month and the continued shift to online shopping, there is a major push to strengthen customer loyalty by improving the customer experience. The two most important qualities that consumers look for are convenience and efficiency. Finally a source is available that will give retailers and companies in general the insight needed to enhance customer satisfaction while improving the overall shopping experience. This book uses the world-leading findings from the American Customer Satisfaction Index (ACSI) and its accompanying Global Customer Satisfaction Index (GCSI) - invaluable, incomparable sources of consumer insights and information, to inform best practices for improving the consumer experience, better satisfying customers, and achieving profitable customer loyalty today and into the rapidly changing future. This book will help us understand where we were, where we are today, and where we are heading tomorrow in providing exceptional customer experiences. It is a must-read for marketing professionals and customer-focused senior executives alike.

ISBN: 9783030135621

Standard No.: 10.1007/978-3-030-13562-1doiSubjects--Topical Terms:

657636
Customer services.

LC Class. No.: HF5415.5

Dewey Class. No.: 658.812

The reign of the customer = customer-centric approaches to improving satisfaction /
LDR:02647nmm a2200325 a 4500 001 2216791
003 DE-He213
005 20200727171124.0
006 m d
007 cr nn 008maaau
008 201120s2020 sz s 0 eng d
020 $a 9783030135621 $q (electronic bk.)
020 $a 9783030135614 $q (paper)
024 7 $a 10.1007/978-3-030-13562-1 $2 doi
035 $a 978-3-030-13562-1
040 $a GP $c GP
041 0 $a eng
050 4 $a HF5415.5
072 7 $a KJS $2 bicssc
072 7 $a BUS016000 $2 bisacsh
072 7 $a KJS $2 thema
082 0 4 $a 658.812 $2 23
090 $a HF5415.5 $b .R361 2020
245 0 4 $a The reign of the customer $h [electronic resource] : $b customer-centric approaches to improving satisfaction / $c by Claes Fornell ... [et al.].
260 $a Cham : $b Springer International Publishing : $b Imprint: Palgrave Macmillan, $c 2020.
300 $a xiii, 211 p. : $b ill., digital ; $c 24 cm.
505 0 $a 1. Defining Customer Satisfaction: A Strategic Company Asset? -- 2. Customer Expectations: What Do Your Customers Demand? -- 3. Perceived Quality: Does Performance Matter? -- 4. Perceived Value: Is It Really All About Price? -- 5. ACSI: Is Satisfaction Guaranteed? -- 6. Customer Complaints: Learning to Love Your Angry Customers -- 7. Customer Loyalty: Hey, Stick around for a While! -- 8. Satisfied Customers: An Asset Driving Financial Performance -- 9. Your Future: Opportunities for Customer Centricity and Satisfaction.
520 $a With major retailers closing brick-and-mortar stores every month and the continued shift to online shopping, there is a major push to strengthen customer loyalty by improving the customer experience. The two most important qualities that consumers look for are convenience and efficiency. Finally a source is available that will give retailers and companies in general the insight needed to enhance customer satisfaction while improving the overall shopping experience. This book uses the world-leading findings from the American Customer Satisfaction Index (ACSI) and its accompanying Global Customer Satisfaction Index (GCSI) - invaluable, incomparable sources of consumer insights and information, to inform best practices for improving the consumer experience, better satisfying customers, and achieving profitable customer loyalty today and into the rapidly changing future. This book will help us understand where we were, where we are today, and where we are heading tomorrow in providing exceptional customer experiences. It is a must-read for marketing professionals and customer-focused senior executives alike.
650 0 $a Customer services. $3 657636
650 0 $a Consumer satisfaction. $2 lcstt $3 578584
650 1 4 $a Consumer Behavior. $3 3220217
650 2 4 $a Business Strategy/Leadership. $3 1565354
650 2 4 $a Branding. $3 3235965
700 1 $a Fornell, Claes. $3 3449488
710 2 $a SpringerLink (Online service) $3 836513
773 0 $t Springer eBooks
856 4 0 $u https://doi.org/10.1007/978-3-030-13562-1
950 $a Business and Management (Springer-41169)