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2019 AXIOM BUSINESS BOOK AWARD WINNER
Featured in Forbes, NPR's Marketplace, and a Google Talk, The Customer Centricity Playbook offers 'actionable insights to drive immediate value,' according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. How did global gaming company Electronic Arts go from being named 'Worst Company in America' to clearing a billion dollars in profit? They discovered a simple truth--and acted on it: Not all customers are the same, regardless of how they appear on the surface. In The Customer Centricity Playbook, Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and everyProdukt The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value (Fader Peter)(Paperback) popisuje EAN kód 9781613630907.
2019 AXIOM BUSINESS BOOK AWARD WINNER Featured in Forbes, NPR's Marketplace, and a Google Talk, The Customer Centricity Playbook offers 'actionable insights to drive immediate value,' according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. How did global gaming
A powerful call to action, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value.Despite what the old adage says, the customer is not always right. Even companies that can seemingly do no wrong--like the
How to become Customer Driven Customer service is the competitive business battleground of the twenty-first century. This book is a hands-on guide for people who run businesses or work in
The Journey Mapping Playbook: A practical guide to preparing, facilitating andunlocking the value of customer journey mapping A valuable guide in helping you build stronger customer experience programmes by developing effective customer experience strategies. Customer journey mapping is a vital
Having a customer-centric business model has evolved from being a nice-to-have to a must-have for any organization. A focus on products and services alone is no longer enough to outstrip the competition. In the current digital ecosystem, consumers can instantly compare products, prices and
A leading expert in the emerging field of 'customer-centricity' shows how it can be used to revolutionise business and personal
Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business. From Customer Journey Mapping to
'Top Ten Business Books For 2017' - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with
These days, consumers have real power: they can research companies, compare ratings, and find alternatives with a simple tap. Focusing on customer needs isn't a nice-to-have, it's a strategic imperative. The Jobs To Be Done Playbook (JTBD) helps organizations turn market insight into action. This
In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking 'Ten Commandments of Customer Service' apply to today's world. Drawing on his incredible success in
'If you haven't had the good fortune to be coached by a strong leader or product coach, this book can help fill that gap and set you on the path to success.' - Marty Cagan How do you know that you are making a product or service that your customers want? How do you ensure that you are improving it
Bridge the gap between business and design to improve the customer experience Businesses thrive when they can engage customers. And, while many companies understand that design is a powerful tool for engagement, they do not have the vocabulary, tools, and processes that are required to enable
Buying behavior is a process that is conditioned by a complex receptive system, originating with the product's physical impulses (features such as function, size, packaging, and brand), its location (store, layout, display) and price. This book addresses this topic from a managerial
To stay competitive in today's market, organizations need to adopt a culture of customer-centric practices that focus on outcomes rather than outputs. Companies that live and die by outputs often fall into the 'build trap,' cranking out features to meet their schedule rather than the customer's
Harness the full power of the behavioral data in your company by learning tools specifically designed for behavioral data analysis. Common data science algorithms and predictive analytics tools treat customer behavioral data, such as clicks on a website or purchases in a supermarket, the same as
Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit of magic or true competitive advantage. In an overcrowded marketplace there is often little opportunity to break away from the pack and
Learn how to make your company more efficient, increase customer value with less work and put together a strategy to make better use of your organisation's resources by implementing a Lean management strategy
Bridget Brennan, CEO of Female Factor, shows readers how to beat competitors and grow overall market share by applying the fundamentals of creating a customer experience that appeals to the most powerful consumer decision makers: women.When people think about the world's growth markets, they often
Strategy is often the capstone class in a business education - dealing with the big questions of what companies decide to do - innovate, diversify, acquire or even to employ a range of these strategies. Benefitting from an international author team, the latest edition of this textbook stands out
PROVEN NONVERBAL STRATEGIES THAT WIN SALES When you are selling, the way you deliver your message will matter as much as, or more than, what you actually say. In this groundbreaking book, body language guru Mark Bowden teams up with renowned sales trainer Andrew Ford to reveal nonverbal