Customers Inside, Customers Outside: Designing and Succeeding With Enterprise Customer-Centricity Concepts, Practices, and Applications (Marketing Strategy Collection)

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9781606498965: Customers Inside, Customers Outside: Designing and Succeeding With Enterprise Customer-Centricity Concepts, Practices, and Applications (Marketing Strategy Collection)

Over the past several years, leading companies have entered a period of major marketing and operational adjustment and convergence, or intersection. It's a reaction to a critical fact of life: Customers--not organizations-- now control the decision-making dynamics and how organizations are perceived. We are witnessing significant multichannel media application (and resultant omnichannel access by consumers), along with more effective and pervasive customer data gathering, analysis, and modeling. If you're observing these major shifts in your own organization, you'll need this book. Inside, you'll learn how to build proactive customer communication, improve relationships, drive positive brand perception, optimize channel selection and message personalization, and enhance employee-related factors (hiring, training, reward, recognition), all leading to superior customer experience and a customercentric culture. In addition, the author has incorporated content on 'Big Data' generation and analytics, which you'll master while scoring a direct hit to the moving target--your continuously changing, and increasingly independent, customer base.

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PhD, CMC, Principal, Beyond Philosophy, a business consultancy specializing in the service experience

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Book Description Business Expert Press, United States, 2014. Paperback. Book Condition: New. Language: English . Brand New Book ***** Print on Demand *****. Over the past several years, leading companies have entered a period of marketing and operational intersection and convergence. During this time, those of us who actively follow and consult with companies about trends in organizational development are witnessing significant changes, among which are multi-channel media application (and the resultant omni-channel application by consumers); more effective and pervasive customer data gathering, analysis and application; a stronger enterprise-wide focus on customers; and recognition by senior executives that a dedicated high level function, supported by a team and sufficient resources, is needed to lead and manage the customer experience. This book is an attempt to cover the most important developments in the business community, including customer and brand decision-making and influence; customer behavior measurement; big customer data; customer strategy and tactics and building outside customers, that have led to this focus on the customer. Customers Inside, Customers Outside: Designing and Succeeding with Enterprise Customer-Centricity traces the evolution of the Chief Customer Officer role; the importance of experience optimization, trust, and customer partnering in fostering customer-centricity; and the leveraging of service (including proactive complaint generation and resolution) and employee behavior to provide customers with a better service experience. In doing so, the financial foundation of the organization is strengthened. Bookseller Inventory # AAV9781606498965

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Book Description Business Expert Press, United States, 2014. Paperback. Book Condition: New. Language: English . Brand New Book ***** Print on Demand *****.Over the past several years, leading companies have entered a period of marketing and operational intersection and convergence. During this time, those of us who actively follow and consult with companies about trends in organizational development are witnessing significant changes, among which are multi-channel media application (and the resultant omni-channel application by consumers); more effective and pervasive customer data gathering, analysis and application; a stronger enterprise-wide focus on customers; and recognition by senior executives that a dedicated high level function, supported by a team and sufficient resources, is needed to lead and manage the customer experience. This book is an attempt to cover the most important developments in the business community, including customer and brand decision-making and influence; customer behavior measurement; big customer data; customer strategy and tactics and building outside customers, that have led to this focus on the customer. Customers Inside, Customers Outside: Designing and Succeeding with Enterprise Customer-Centricity traces the evolution of the Chief Customer Officer role; the importance of experience optimization, trust, and customer partnering in fostering customer-centricity; and the leveraging of service (including proactive complaint generation and resolution) and employee behavior to provide customers with a better service experience. In doing so, the financial foundation of the organization is strengthened. Bookseller Inventory # AAV9781606498965

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Book Description Business Expert Press, United States, 2014. Paperback. Book Condition: New. Language: English . This book usually ship within 10-15 business days and we will endeavor to dispatch orders quicker than this where possible. Brand New Book. Over the past several years, leading companies have entered a period of marketing and operational intersection and convergence. During this time, those of us who actively follow and consult with companies about trends in organizational development are witnessing significant changes, among which are multi-channel media application (and the resultant omni-channel application by consumers); more effective and pervasive customer data gathering, analysis and application; a stronger enterprise-wide focus on customers; and recognition by senior executives that a dedicated high level function, supported by a team and sufficient resources, is needed to lead and manage the customer experience. This book is an attempt to cover the most important developments in the business community, including customer and brand decision-making and influence; customer behavior measurement; big customer data; customer strategy and tactics and building outside customers, that have led to this focus on the customer. Customers Inside, Customers Outside: Designing and Succeeding with Enterprise Customer-Centricity traces the evolution of the Chief Customer Officer role; the importance of experience optimization, trust, and customer partnering in fostering customer-centricity; and the leveraging of service (including proactive complaint generation and resolution) and employee behavior to provide customers with a better service experience. In doing so, the financial foundation of the organization is strengthened. Bookseller Inventory # LIE9781606498965

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Book Description Business Expert Press. Paperback. Book Condition: New. Paperback. 154 pages. Dimensions: 8.9in. x 6.1in. x 0.5in.Over the past several years, leading companies have entered a period of major marketing and operational adjustment and convergence, or intersection. Its a reaction to a critical fact of life: Customers--not organizations-- now control the decision-making dynamics and how organizations are perceived. We are witnessing significant multichannel media application (and resultant omnichannel access by consumers), along with more effective and pervasive customer data gathering, analysis, and modeling. If youre observing these major shifts in your own organization, youll need this book. Inside, youll learn how to build proactive customer communication, improve relationships, drive positive brand perception, optimize channel selection and message personalization, and enhance employee-related factors (hiring, training, reward, recognition), all leading to superior customer experience and a customercentric culture. In addition, the author has incorporated content on Big Data generation and analytics, which youll master while scoring a direct hit to the moving target--your continuously changing, and increasingly independent, customer base. This item ships from multiple locations. Your book may arrive from Roseburg,OR, La Vergne,TN. Paperback. Bookseller Inventory # 9781606498965

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