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Emotional value : creating strong bonds with your customers /
Combining strategic advice with wisdom found in books such as Daniel Goleman's "Working with Emotional Intelligence, " two international management consultants outline ways in which businesses can elevate levels of satisfaction.
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
San Francisco, CA :
Berrett-Koehler Publishers,
©2000.
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 100 | 1 | |a Barlow, Janelle, |d 1943- | |
| 245 | 1 | 0 | |a Emotional value : |b creating strong bonds with your customers / |c Janelle Barlow and Dianna Maul ; foreword by Michael Edwardson. |
| 260 | |a San Francisco, CA : |b Berrett-Koehler Publishers, |c ©2000. | ||
| 300 | |a 1 online resource (xviii, 310 pages) | ||
| 336 | |a text |b txt |2 rdacontent | ||
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| 504 | |a Includes bibliographical references and index. | ||
| 520 | |a Combining strategic advice with wisdom found in books such as Daniel Goleman's "Working with Emotional Intelligence, " two international management consultants outline ways in which businesses can elevate levels of satisfaction. | ||
| 505 | 0 | |a Introduction: adding emotional value to your customers' experience -- pt. I. Building an emotion-friendly service culture -- The customer is always emotional -- Managing emotions begins with me -- Positive emotional states are an asset. Assessing your organization's emotion-friendly service culture -- pt. II. Choosing emotional competence -- Emotional labor or emotional competence? -- Managing for emotional authenticity. Assessing your organization's service philosophy -- pt. III. Maximizing customer experiences with empathy -- Satisfaction isn't good enough -- Anymore -- The challenge in measuring customer emotions -- The gift of empathy. Assessing your organization's empathy -- pt. IV. Viewing complaints as emotional opportunities -- Complaints: emotional opportunities -- Fundamentals of complaints -- Strategies for handling complaints. Assessing your organization's complaint friendliness -- pt. V. Using emotional connections to increase customer loyalty -- Loyalty is a behavior with its roots in emotions -- Strategies for retaining customers. Assessing your organization's focus on customer retention -- Final thoughts. App. A. Emotions: research background -- App. B. What does marketing research tell us about consumer emotions? -- App. C. The elusive link between customer satisfaction and customer loyalty: a summary of the research -- App. D. Complaint handling: where does the latest research take us? -- App. E. Eight-step gift formula. | |
| 588 | 0 | |a Print version record. | |
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 590 | |a eBooks on EBSCOhost |b EBSCO eBook Subscription Academic Collection - Worldwide | ||
| 650 | 0 | |a Customer services. | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 1 | 7 | |a Klantenservice. |2 gtt |
| 650 | 1 | 7 | |a Klantgerichtheid. |2 gtt |
| 650 | 1 | 7 | |a Emotionele ontwikkeling. |2 gtt |
| 650 | 1 | 7 | |a Organisatiecultuur. |2 gtt |
| 700 | 1 | |a Maul, Dianna, |d 1950- | |
| 776 | 0 | 8 | |i Print version: |a Barlow, Janelle, 1943- |t Emotional value. |d San Francisco, CA : Berrett-Koehler Publishers, ©2000 |z 1576750795 |w (DLC) 99086124 |w (OCoLC)43096871 |
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