Kundeservice

This book uses insights from services marketing to illustrate how financial service providers should utilize service marketing concepts to provide customers with quality, satisfaction, and memorable experience.Marketing has been traditionally goods oriented with a business to customer focus. However, it is established that financial service organizations also need a focused marketing strategy in the business to consumer space.This book uses insights from services marketing to illustrate how financial service providers should utilize service marketing concepts to provide customers with quality, satisfaction, and memorable experience. This book is particularly useful to managers in financial organizations, executives enrolled in a management course, faculty and post graduate students of a management course.

YOUR PRACTICE (BUSINESS) IS MORE THAN JUST ANOTHER PROCEDUREIn Treating People Not Patients, Dr. Michael Sonick provides an invaluable look into the principles that have allowed him to create a state-of-the-art patient centric practice. His back and front stage processes are not only applicable to the practice of dentistry, but to any business that serves people. His insights will empower you to grow your practice or business by changing how you view the people you serve and your role as a professional. You will . . .- Discover the role hospitality plays to make people feel better- Understand the power of great service through human connection- Learn how to create a first-class impeccable office environment- Build a servant hearted team that provides a WOW experience- Value mentorship to build excellence into your practice- Establish and exercise integrity in all of your work.Alleviate Fears and Establish Trust to Relate Better with Your Patients and Customers Today!

Research in the field of service quality and consumer behavior has developed in many dimensions in the past decade. A number of models have been developed to determine the factors leading to satisfaction; however, within the past few years, scholars have proved that satisfaction is not sufficient to leave a strong mark in the minds of the customers. Service quality and customer delight have been the buzzwords in the business world in recent times as scholars have proven that customer delight is the key to customer retention. The Handbook of Research on the Interplay Between Service Quality and Customer Delight considers how companies around the world in a cross-cultural environment are dealing with service quality and customer delight and proposes a global outlook on the current trends, tactics, and opportunities. Covering key topics such as buyer funnels, consumer dissonance, and digital solutions, this reference work is ideal for business owners, managers, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.

Kind of Person combines time-tested leadership principles, practical strategies, and thought-provoking exercises, offering a new, refreshing paradigm for customer service employees to see their work - through meaningful and purposeful customer service.Perhaps you're a manager, in the service of those in front-line customer service. Or perhaps you are in front-line customer service yourself. In either case, this book is for you! By the end of this book you will have a new understanding of your job, the impact you have each day on the lives of those in your care, and how to curate the experience of service for yourself, your customers, and your colleagues.This book is not a quick-fix self-help book though. You'll get real tips and tricks that you can put into practice. You'll get step-by-step instructions for handling difficult service situations, and examples for you to follow and emulate that will raise your level of service to those around you, not at your expense, but at your pleasure.Kind of Person will help you discover why are you working at your current company, and not somewhere else, and how you can connect and increase the quality of life for the people who you work with. It examines the uncommonly known truth of what people really want out of a job. Then you will examine the most common service attitudes customer service personnel display, and get great tips on how to maintain professionalism even in the most challenging situations.When learning about teaming you will examine the 5 key ingredients of Trust, Dependability, Clarity, Meaning, and Impact. You will identify how you can bring these ingredients into your current team to make them more effective. Creating a great team isn't all you need as a leader, this book also allows you to discover how you can empower your team to create successful customer service moments. It will give you a guide that you can use to coach your team, to help them make the best decisions, and to bring the best out of them, helping them take their customer service to the next level.

If you want to scale your business quickly and have fun doing it, don't copy the tired approaches of big companies.Mind Your F**king Business shows that thinking small to grow big works, and it can help you scale your company without the drama. Learn how to make the most of the resources you already have - your people - and invest your time and money where it matters.Find out how to: Turn your existing leaders into A-players and become ten time more productive Ditch pointless meetings and sales commissions - and thrive without them Attract the top talent in your industry by making them an offer they can't refuse Double your turnover every twelve months without throwing money at marketing

This book provides employees and managers in sales with a clearly defined process for building sustainable business relationships along the account journey. Using a structured method, you will learn how to set yourself up for success right from the start, increase your competitiveness, increase market share and generate more sales.In B2B sales today, it's no longer primarily about just solving the customer's problems and winning as much of the customer's budget as possible. The decisive factor for success is that you ask your customer the right questions, understand his strategy in all facets and help him to achieve his goals with your offer - this is the only way to create a fruitful and long-term partnership at eye level. If you align your messages with these goals, you will generate tailored customer value, and the customer will have no choice but to accept your offer. This paradigm shift should make it easier for customers to buy, and it can be instrumental in helping account managers in B2B increase their sales over the long term. The book provides practical tools and a blueprint for salespeople to succeed and for managers to lead their teams with purpose.

¿Dieses Buch beantwortet grundlegende Fragen zu CDP, gibt einen Überblick über aktuelle CDPs und identifiziert deren Vorteile und Schwachstellen. Zudem setzt es sich mit unterschiedlichen Entwicklungen im Marketingumfeld auseinander, die starke Treiber für den Einsatz einer Customer-Data-Plattform (CDP) sind. Marketing-Entscheider sowie Verantwortliche aus den Bereichen Online-Marketing und E-Commerce erhalten Tipps, wie die passende CDP ausgewählt und implementiert werden kann. Zudem ist dieses Buch interessant für alle Entscheider, die sich damit beschäftigen, wie sie ihren Konsumenten ein besseres Kauferlebnis bieten können. Dabei geht Jonas Rashedi nicht nur auf die technischen Aspekte ein, sondern beleuchtet auch die organisationsbezogenen Voraussetzungen für die erfolgreiche Implementierung und Verwendung einer CDP. Praxisbeispiele veranschaulichen die Inhalte.This book offers an excellent introduction to the CDP category. I recommend it for anyone trying to understand what CDPs do, whether a CDP is right for their company, and how to select the right CDP.David M. Raab, Gründer und CEO des CDP Institutes

¿Customer Success is a relatively a new discipline that focuses on maximizing customer business value and outcomes realization. Practitioners focus on customer adoption, customer experience and then positive correlation, organic growth and retention is achieved. This book will provide a practical guide for operationalizing the Customer Success function and methodologies. As we now step into the next phase of Customer Success, a phase of growth and standardization, it becomes important to start thinking about how to effectively scale this extremely important function. You'll see how to go from just offering a taste of Customer Success experience to your top customers, to offering it to all your customers, irrespective of their tier, spending, and current growth potential. As you expand the scope of Customer Success across all your customers, it becomes very important to understand how to operationalize Customer Success, how to convert the philosophies and ideas and best practices to usable operational models, and how to build a Customer Success Center of Excellence (CoE) focused on standardizing, scaling and expanding Customer Success practices and methodologies to optimize customer and company success and ROI. Scaling Customer Success will show you what kind of operational processes and workflows need to be put in place based on the stage of your company, products, customer engagement model and desired outcomes, what metrics are important to measure and how to capture those metrics. You'll also study what kinds of workflows to establish, how to effectively map and analyze results and most importantly, how to do Customer Success at scale effectively.What You'll Learn¿ Understand what a Customer Success Center of Excellence is¿ Establish a blueprint for how to scale and automate a Customer Success practice¿ Review information on key Customer Success metrics and workflowsWho This Book Is ForCompany leaders and customer success managers

Dieses essential ist eine einzigartige Zusammenstellung von Highlights der Online-Artikel aus dem Fachgebiet Marketing + Vertrieb"e; im Wissensportal Springer Professional. Die Journalisten der Springer Professional-Redaktion berichten darin uber wichtige Entwicklungen der Branchen und greifen dabei insbesondere die Einflusse der Megatrends Digitalisierung und Nachhaltigkeit auf.

Customer Obsession is the secret sauce that has fueled the success of some of the world's most beloved and successful brands, including Amazon.com, Apple, Costco, Trader Joe's, and Zappos. The phrase was popularized by Amazon.com to describe the extreme approach to prioritizing customers that has established the company as a model of customer experience excellence to be emulated. That obsessive emphasis on prioritizing customers is also credited as a key factor in Amazon's rise to become one of the most dominant companies across the globe. Other companies like Costco, Trader Joe's, and Zappos that are legendary for their customer experience excellence have a similarly extreme approach to prioritizing customers even though they didn't initially refer to themselves as Customer Obsessed. They're also known for industry leading business results.Yet very few companies have achieved the level of customer experience excellence that earns them the right to be called Customer Obsessed. This book, Blueprint for Customer Obsession, lays out the eight habits and practices that distinguish Customer Obsessed companies from their "Customer Focused" or "Customer Centric" peers and makes the secret sauce of Customer Obsession accessible to business leaders worldwide. Blueprint for Customer Obsession demonstrates with concrete examples that Customer Obsession is not just a slogan, a catchphrase, or a rallying cry. It is a handbook for any leader that wants to engineer a Customer Obsession transformation in their company or business unit. Marbue Brown is an accomplished customer experience executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. As a CX leader, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction. He transformed the Andon Cord mechanism at Amazon.com from a primarily manually activated system to a primarily automated system, triggered by machine learning and statistical models. The Andon Cord is one of the most significant programs Amazon.com uses to personify its Customer Obsession culture. Marbue devised and codified the NSAT Improvement Approach at Microsoft, which business units and subsidiaries used to dramatically improve CX. He co-authored landmark articles about customer experience measurements that are widely cited in industry. He is a sought-after speaker and published author on customer experience, business strategy and economic policy.

"From the Wall Street Journal bestselling author of Growth IQ comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth. In the war for customer acquisition, businesses invest millions of dollars to improve customer experience. They deliver packages faster, churn out new products, and endlessly revamp their UI, often putting greater strain on employees for diminishing returns. According to Tiffani Bova, this siloed focus on customer experience - without considering the impact on your staff - actually hinders growth in the long run. The most successful companies adopt an Experience Mindset that strengthens both employee experience (EX) and customer experience (CX) at the same time. Based on exclusive research from two Salesforce-sponsored studies of thousands of employees and c-suite executives, The Experience Mindset details exactly how your company can adopt an Experience Mindset, at scale. It's not enough to know that happy employees equals happy customers. You must have an intentional, balanced approach to company strategy that involves all stakeholders - IT, Marketing, Sales, Operations, and HR - with KPIs and ownership over outcomes. Employees are the heart of your business. If you want to remain competitive in today's marketplace, investing in people is no longer a nice-to-have, but rather a must have"--

This book helps you transform patients, clients, and family caregivers from hateful to grateful.Do you look forward to your next hospitalization or medical procedure? If not, you are far from alone! Very few people enjoy needing a doctor, physical therapist, or other healthcare provider. Even fewer look forward to needing a hospital, assisted living, home health, or hospice services for themselves or their loved ones. Dread of interacting with the healthcare system has skyrocketed because of the pandemic. Distrust in public health officials and agencies is at an all-time high. Patients have died alone in the hospital because of ongoing COVID-19 policies. Some outpatient health and mental health providers still refuse to see patients in person. Prior to March 2020, patients dreaded the thought of needing healthcare services. Now, several years after waiting for things to get better, they hate the thought of needing these services even more. Reimagining Customer Service in Healthcare helps leaders and clinicians transform their organizations with simple, creative strategies. The results? Previously reluctant, uneasy, and resistant patients, clients, and family caregivers become less stressed and more trusting.

Im Zusammenhang mit dem demographischen Wandel und dem sich verscharfenden Fachkraftemangel sind Mitarbeitende ein zentrales Differenzierungskriterium. Neben dem Arbeitgebermarketing (Employer Branding) kommt einer modernen und professionellen Internen Markenfuhrung (Internal Branding) eine sehr groe Bedeutung zu, um Mitarbeitende an das Unternehmen zu binden und diese zu uberzeugten Botschaftern zu entwickeln. Um das Markenwissen, die psychologische Verbundenheit und ein markenkonformes Verhalten bei Mitarbeitern zu verankern, existieren zahlreiche Instrumente und Manahmen. Diese Arbeit ermoglicht auf Basis einer experimentellen Untersuchung erstmalig einen Einblick fur die Forschung und die Praxis, welche Wirkung (Effektivitat) und Kosten-Nutzen-Relation (Effizienz) Manahmen des Human-Resource-Managements auf das markenkonforme Mitarbeiterverhalten haben konnen.

"DotCom Secrets is not just another "how-to" book on internet marketing. This book is not about getting more traffic to your website-yet the secrets you'll learn will help you to get exponentially more traffic than ever before. This book is not about increasing your conversions-yet these secrets will increase your conversions more than any headline tweak or split test you could ever hope to make. Low traffic or low conversion rates are symptoms of a much greater problem that's a little harder to see (that's the bad news), but a lot easier to fix (that's the good news). What most businesses really have is a "funnel" problem. Your funnel is the online process that you take your potential customers through to turn them into actual customers. Everyone has a funnel (even if they don't realize it), and yours is either bringing more customers to you, or repelling them. In this updated edition, Russell Brunson, CEO and co-founder of the multimillion-dollar software company ClickFunnels, reveals his greatest secrets to generating leads and selling products and services after running tens of thousands of his own split tests. Stop repelling potential customers. Implement these processes, funnels, frameworks, and scripts now so you can fix your funnel, turn it into the most profitable member of your team, and grow your company online"--

Your customers are expecting seamless customer service experiences. You can't afford to give them anything less.