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Crafting the customer experience for people not like you : how to delight and engage the customers your competitors don't understand /
Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in or...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Hoboken, N.J. :
Wiley,
©2013.
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 100 | 1 | |a McDonald, Kelly, |d 1961- |e author. | |
| 245 | 1 | 0 | |a Crafting the customer experience for people not like you : |b how to delight and engage the customers your competitors don't understand / |c Kelly McDonald. |
| 260 | |a Hoboken, N.J. : |b Wiley, |c ©2013. | ||
| 300 | |a 1 online resource (ix, 197 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 500 | |a Includes index. | ||
| 505 | 0 | |a How tweaking the customer experience grows your business -- Technology armed consumers with mighty big bullets -- The purchase funnel : understanding the customer experience from top to bottom -- We're not "one size fits all" anymore -- How to think like people not like you -- How to build social media into the customer experience -- Your employees may kill your business, unless they know how to serve customers who aren't like them -- Seven principles for creating a customer experience for people not like you -- Matures, boomers, Gen X, Gen Y, and Gen Z -- Women and families -- Hispanics/Latinos -- Serving different racial and ethnic communities -- Gay, lesbian, bisexual, and transgendered customers. | |
| 520 | |a Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. | ||
| 588 | 0 | |a Print version record. | |
| 546 | |a English. | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Customer equity. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 0 | |a Consumer satisfaction. | |
| 650 | 0 | |a Customer relations |x Management. | |
| 650 | 2 | |a Consumer Behavior | |
| 650 | 6 | |a Valeur du client. | |
| 650 | 6 | |a Consommateurs |x Satisfaction. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Betriebswirtschaft. |2 bisacsh | |
| 650 | 7 | |a Marketing. |2 bisacsh | |
| 650 | 7 | |a Consumer satisfaction |2 fast | |
| 650 | 7 | |a Customer equity |2 fast | |
| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a Customer relations |x Management |2 fast | |
| 776 | 0 | 8 | |i Print version: |a McDonald, Kelly, 1961- |t Crafting the customer experience for people not like you. |d New York : Wiley, ©2013 |z 9781118360729 |w (OCoLC)819492735 |
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