The customer revolution: how to thrive when customers are in control
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York
Crown Business
2001
|
| Edition: | 1. ed. |
| Subjects: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010159125&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Physical Description: | XVII, 395 S. |
| ISBN: | 0609607723 |
Staff View
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Record in the Search Index
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|---|---|
| adam_text | Contents
Preface xv
| Embrace the Customer Revolution and Thrive
in the Customer Economy 1
Principle *1: Customers Are in Control—
They re Reshaping Businesses and
Transforming Industries Z1
2 What Happened in the Music Industry Will
Happen to You 23
3 A Dozen Customer Demands that Will Change
Your Business 44
4 Surviving the E Market Revolution 59
Principle *2: Customer Relationships Count—
The Value of Your Company Is Based Upon the
Value of Your Present and Future Customer
Relationships—Your Customer Franchise 77
5 It s the Customer Economy: Leverage Your Customer
Capital and Grow Your Customer Franchise 79
(j Managing By and For Customer Value 98
Principle «3: Customer Experience Matters—
The Feelings Customers Have When
They Interact with Your Brand Determine
Their Loyalty 105
7 The Saving Grace: Deliver a Great Total
Customer Experience 107
? Egg, pic: Creating a Branded Experience from Scratch 116
An Operational Framework
Measure Customer Value, Monitor
Customer Experience, and Deliver a Great
Total Customer Experience 143
0 Implement a Customer Flight Deck and
Take the Eight Steps to a Great Total
Customer Experience 14 5
9 The First Step: Create a Compelling Brand Personality 157
? Sunday Communications, Ltd: Creating a Brand and
a Compelling Consistent Customer Experience 15 8
| (J The Second Step: Deliver a Seamless Customer
Experience Across Channels and Touchpoints 170
? General Motors Vauxhall Division: Managing the
Customer Experience Across Channels and Touchpoints 177
? Snap on, Incorporated: Taking the Branded
Experience Online and Retaining Dealer Loyalty 189
11 The Third Step: Care about Customers and
Their Outcomes Z03
? Charles Schwab: Sustain and Manage a
Customer entric Culture 211
11 The Fourth Step: Measure What Matters
to Customers 2Z8
? Hewlett Packard Company: Monitor Customers
Experience Across Channels and Touchpoints 231
] 3 The Fifth Step: Hone Operational Excellence 248
? Tesco: Using Operational Excellence as a
Competitive Advantage 251
? Timbuk2 Designs: Taking Mass Customization
to the Net 266
14 The Sixth Step: Value Customers Time Z80
? National Semiconductor: Using Customer Scenarios to
Save Customers Time and Cement Loyalty 283
15 The Seventh Step: Place Customers DNA at the Core Z96
? Buzzsaw.com, Inc.: Evolving an E Market with
Customers Building Projects at the Hub 300
? Medscape, Inc.: Making Patients Digital Medical
Records the Hub of Care 312
](j The Eighth Step: Design to Morph 326
? Okobank Group: Moving from a Traditional Branch
Banking Model to Pioneering in M Commerce and
Internet Portals 334
? W. W. Grainger, Inc.: From Industrial Supplies Middleman
to E Market Maker and E Utilities Provider 349
17 Conclusion: Flight Plans for the Customer Economy 372
Index 383
|
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| id | DE-604.BV016429161 |
| illustrated | Not Illustrated |
| indexdate | 2024-12-20T11:11:25Z |
| institution | BVB |
| isbn | 0609607723 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-010159125 |
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| publishDate | 2001 |
| publishDateSearch | 2001 |
| publishDateSort | 2001 |
| publisher | Crown Business |
| record_format | marc |
| spellingShingle | Seybold, Patricia B. The customer revolution how to thrive when customers are in control CONSUMIDOR larpcal Consommateurs - Fidélité Consommateurs - Satisfaction Fidélisation de la clientèle rasuqam MARKETING larpcal Relation avec la clientèle rasuqam Relations avec la clientèle Satisfaction du consommateur rasuqam Service à la clientèle Service à la clientèle rasuqam Brand name products United States Consumers United States Industrial management United States Product management United States Technological innovations United States Management Kundenmanagement (DE-588)4236865-0 gnd Reklamation (DE-588)4834499-0 gnd |
| subject_GND | (DE-588)4236865-0 (DE-588)4834499-0 |
| title | The customer revolution how to thrive when customers are in control |
| title_auth | The customer revolution how to thrive when customers are in control |
| title_exact_search | The customer revolution how to thrive when customers are in control |
| title_full | The customer revolution how to thrive when customers are in control Patricia B. Seybold |
| title_fullStr | The customer revolution how to thrive when customers are in control Patricia B. Seybold |
| title_full_unstemmed | The customer revolution how to thrive when customers are in control Patricia B. Seybold |
| title_short | The customer revolution |
| title_sort | the customer revolution how to thrive when customers are in control |
| title_sub | how to thrive when customers are in control |
| topic | CONSUMIDOR larpcal Consommateurs - Fidélité Consommateurs - Satisfaction Fidélisation de la clientèle rasuqam MARKETING larpcal Relation avec la clientèle rasuqam Relations avec la clientèle Satisfaction du consommateur rasuqam Service à la clientèle Service à la clientèle rasuqam Brand name products United States Consumers United States Industrial management United States Product management United States Technological innovations United States Management Kundenmanagement (DE-588)4236865-0 gnd Reklamation (DE-588)4834499-0 gnd |
| topic_facet | CONSUMIDOR Consommateurs - Fidélité Consommateurs - Satisfaction Fidélisation de la clientèle MARKETING Relation avec la clientèle Relations avec la clientèle Satisfaction du consommateur Service à la clientèle Brand name products United States Consumers United States Industrial management United States Product management United States Technological innovations United States Management Kundenmanagement Reklamation USA |
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