Emotional value : creating strong bonds with your customers /

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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.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Barlow, Janelle, 1943-
Otros Autores: Maul, Dianna, 1950-
Formato: Electrónico eBook
Idioma:Inglés
Publicado: San Francisco, CA : Berrett-Koehler Publishers, ©2000.
Temas:
Customer services.
Service à la clientèle.
BUSINESS & ECONOMICS > Customer Relations.
Customer services
Klantenservice.
Klantgerichtheid.
Emotionele ontwikkeling.
Organisatiecultuur.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • 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.

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