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Your customer rules! : delivering the Me2B experiences that today's customers demand /
What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips'and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balan...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
San Francisco, CA :
Jossey-Bass, A Wiley Brand,
[2015]
|
| Edición: | First edition. |
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 100 | 1 | |a Price, Bill, |d 1950- | |
| 245 | 1 | 0 | |a Your customer rules! : |b delivering the Me2B experiences that today's customers demand / |c Bill Price, David Jaffe. |
| 250 | |a First edition. | ||
| 264 | 1 | |a San Francisco, CA : |b Jossey-Bass, A Wiley Brand, |c [2015] | |
| 300 | |a 1 online resource | ||
| 336 | |a text |b txt |2 rdacontent | ||
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| 504 | |a Includes bibliographical references and index. | ||
| 588 | 0 | |a Print version record and CIP data provided by publisher. | |
| 520 | |a What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips'and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and in many industries, the key to business success. Executives still refer to B2B and B2C business models, as though companies control demand by going to customers with products and services. But as Bill Price and David Jaffe (authors of The Best Service is No Service) show, a new business model is emerging in which the customer directs the relationship. It is becoming a world of "Me2B"'one in which the customer, not the business, dictates the terms of engagement. In order for your business to thrive, you must create positive experiences to fulfill a range of customer needs. Though the mediums for customer engagement continuously evolve, Price and Jaffe show that customer needs remain unchanging. In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology. Throughout this practical guidebook, Price and Jaffe share examples of companies who succeed by meeting these seven needs, including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes of Prey, Vente-Privee, and Yamato Transport, as well as those that didn't. Your Customer Rules! offers tailored advice for companies at every stage, from nimble startups to legacy firms with established customer service practices'and everyone in between. With a simple, elegant solution for driving lasting value for customers, Your Customer Rules! is a clear guide for strengthening customer relationships and competing on more than price. It is essential reading for executives at all levels'business owners, marketing managers, and anyone who works directly with customers | ||
| 505 | 0 | |a Cover; Title Page; Copyright; Contents; Preface; Chapter 1 From B2C to Me2B; What Used to Work, Doesn't Work Anymore; Welcome to the Me2B World: Now Your Customer Rules!; Back to Fundamentals in the Me2B Era; What Drives Me2B Leaders; The Foundations of Me2B Success; Chapter 2 You Know Me, You Remember Me; You Know Me Everywhere and All the Time; Bad Stories: Fractured Communication; Good Stories: The 360-Degree View; You Never Ask What You Already Know; Bad Stories: Putting the Customer to Work; Good Stories: Personalized Experiences; You Know My Preferences. | |
| 505 | 8 | |a Bad Stories: Forced ConversationsGood Stories: Fast Transactions; You Predict My Needs Intelligently; Bad Stories: Slow Learners; Good Stories: Winning Entertainment; You Know Me and Mine; Bad Stories: Limited Recognition; Good Stories: VIP Treatment; You Know When I Don't Want to Be Known; Bad Stories: Privacy Breach; Good Stories: Opting Out; Why "You Know Me, You Remember Me" Is So Important; Meet the Challenge: You Know Me, You Remember Me; Integrate Technology; Integrate Processes; Integrate Across the Organization; Make Sure Knowledge Travels Across Channels and Tools. | |
| 505 | 8 | |a Develop a Design PhilosophyChapter 3 You Give Me Choices; You Let Me Choose "What" and "How Much"; Bad Stories: Limited Information and the Danger of Spam; Good Stories: Guided Selection; You Let Me Decide How and Where I Do Things; Bad Stories: Unintended Consequences; Good Stories: Service on the Customers' Terms; I Can Do It on My Time; Bad Stories: Phony Support; Good Stories: 24/7 Convenience; You Give Me the Advice That I Need, When I Need It; Bad Stories: Hidden Availability, Limited Info; Good Stories: Virtual Guides; I Get to Control with Whom I Work; Bad Stories: Failure to Delegate. | |
| 505 | 8 | |a Good Stories: Caring by SharingYou Let Me Design It; Bad Stories: Cutting the Customer Out; Good Stories: DIY Everything; Why "You Give Me Choices" Is So Important; Meet the Challenge: You Give Me Choices; Pay Attention to Changes in Customer Behaviors and Needs; Leave Customer Feedback Open-Ended; Add Options; Make Choice Work; Chapter 4 You Make It Easy for Me; You Make It Easy for Me to Buy from You; Bad Stories: Keep Me Grounded on Every Ticket; Good Stories: Simpler Is Better; You Allow Me to Use Your Product or Service Without Contacting You. | |
| 505 | 8 | |a Bad Stories: Software Bumps and Backlog BumpsGood Stories: Solving Problems Before They Happen; You Let Me Make the Process Easy for Me; Bad Stories: Tuned to the Wrong Channel; Good Stories: Intelligent Design; You Don't Make Me Have to Learn How to Navigate Your Organization; Bad Stories: Customer-Facing Complexity; Good Stories: Putting the Customer First; You Get It Right for Me the First Time-or If Not, You Fix It Once and for All; Bad Stories: Twenty-Seven Contacts; Good Stories: Melting Snowballs and Handling Complexity; You Don't Ask Me About My Effort; Bad Stories: Surveys of Doom. | |
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Customer relations. | |
| 650 | 0 | |a Customer services. | |
| 650 | 0 | |a Consumer satisfaction. | |
| 650 | 2 | |a Consumer Behavior | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 6 | |a Consommateurs |x Satisfaction. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management Science. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Organizational Behavior. |2 bisacsh | |
| 650 | 7 | |a Consumer satisfaction. |2 fast |0 (OCoLC)fst00876403 | |
| 650 | 7 | |a Customer relations. |2 fast |0 (OCoLC)fst00885533 | |
| 650 | 7 | |a Customer services. |2 fast |0 (OCoLC)fst00885545 | |
| 700 | 1 | |a Jaffe, David, |d 1963- | |
| 776 | 0 | 8 | |i Print version: |a Price, Bill, 1950- |t Your customer rules! |b First edition. |d San Francisco, CA : Jossey-Bass, [2015] |z 9781118954775 |w (DLC) 2014030007 |
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