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  • The Customer-Base Audit : The First Step on the Journey to Customer Centricity
    The Customer-Base Audit : The First Step on the Journey to Customer Centricity

    As a leader in your organization, you will be very familiar with your organization’s key financial statements and monthly management reports.You may have spent countless hours discussing budgets and expenditures. But how much time have you spent reflecting on the fact that these revenues are generated by actual customers—the people who pull out their wallets and pay for your products and services?In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers’ buying behavior as well as the health of your overall customer base. A customer-base audit is a systematic review of the buying behavior of a firm’s customers using data captured by its transaction systems.It will help you answer questions such as:-- How healthy is your customer base?How realistic are your growth objectives?-- How do your customers differ in terms of their behavior and value?-- How has the quality of your customers changed over time?-- What changes in customer behavior lie behind period-to-period changes in firm performance?-- What is important to your high-value customers?Which products help you acquire and retain your best customers?Fader, Hardie, and Ross present five “lenses” through which an executive can address questions like those above.The answers are often lurking in various parts of the organization, but it is rare to find all the relevant analyses in one place, let alone performed on a regular basis (as an audit should be).Yet without such a basic, systematic understanding of the foundations of the firm’s primary source of cash flow, how can executives make informed decisions?Fader, a Wharton professor, is the author of Customer Centricity and coauthor of The Customer Centricity Playbook, both of which have helped businesses radically rethink how they relate to customers.In this first step of the journey, Fader, Hardie, and Ross assist leaders in gaining a fundamental understanding of their customers’ buying behavior—and thus their company as a whole.

    Price: 21.99 £ | Shipping*: 3.99 £
  • Customer Service Marketing : Managing the Customer Experience
    Customer Service Marketing : Managing the Customer Experience

    This timely book is a comprehensive overview of customer service principles, theories, and practices.It looks at the best practices of service enterprises and the delivery of superior customer service.It also includes classic and contemporary theories relating to the consumers, managers, and their behaviors in organizational setting.The book uses real-life applications through examples from business enterprises in various service sectors, including hotels, restaurants, theme parks, event management, airlines, cruises, (e-)retailers, and finance. This book covers important concepts in service design and delivery including customer experiences, peer-to-peer services, the organization’s servicescape, quality measurement tools, and use of technologies.The book also gives insights into consumers including their expectations, attitudes, emotions, word-of-mouth behaviors, and strategies to ensure their loyalty.It also looks at developments in service theory and practice which remain relatively unexplored by existing textbooks. Filled with real-world case studies in various service sectors, this textbook will be particularly useful for students in hospitality guest services and services marketing.

    Price: 37.99 £ | Shipping*: 0.00 £
  • Customer Service : Career Success Through Customer Loyalty
    Customer Service : Career Success Through Customer Loyalty

    Customer Service: Career Success through Customer Loyalty, 6e provides a systematic process for building service skills that all business people need.Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement.This edition features more on social networking, trustability, and customer service trends.Information is also included on internal customers, emerging technologies, and stress-reducing techniques.Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that yields loyalty and success.

    Price: 118.51 £ | Shipping*: 0.00 £
  • Tough Customer
    Tough Customer

    Number One New York Times bestselling author Sandra Brown returns with another suspenseful thrillerDodge Hanley is a private investigator who doesn't let rules get it in his way That's why he's the first person Caroline King - who after a thirty-year separation continues to haunt his dreams - asks for help when a deranged stalker attempts to murder their daughter . . . the daughter Dodge has never met. He has a whole bagful of grudging excuses for wishing to ignore Caroline's call, and one compelling reason to drop everything: guilt. His daughter Berry has become the object of desire of a co-worker, a madman and genius with a penchant for puzzles and games who had spent the past year making Berry's life hell, and who now has vowed to kill her.The heart-pounding situation goes from bad to worse when the stalker begins to claim other victims and leaves an ominous trail of clues as he lethally works his way toward Berry.From the acclaimed international bestselling author Sandra Brown, TOUGH CUSTOMER is a thrilling tale about obsession and murder, the fragile nature of relationships, and, possibly, second chances. Praise for Sandra Brown 'Suspense that has teeth' Stephen King 'Lust, jealousy, and murder suffuse Brown's crisp thriller' Publishers Weekly 'An edge-of-the-seat thriller that's full of twists . . . Top stuff!' Star

    Price: 9.99 £ | Shipping*: 3.99 £
  • The customer says that the order has not arrived.

    I apologize for the inconvenience. Can you please provide me with the order number so I can look into this matter further? Once I have the order number, I will investigate the status of the delivery and provide you with an update as soon as possible. Thank you for bringing this to our attention, and we will do our best to resolve the issue promptly.

  • Is it a business customer or a private customer?

    To determine if a customer is a business customer or a private customer, you can look at the type of products or services they are purchasing. Business customers typically buy in bulk or require specialized products for their operations, while private customers usually make smaller, individual purchases for personal use. Additionally, business customers may provide a company name or tax ID number when making a purchase, whereas private customers typically use their personal information.

  • What is Apple's customer support, not the customer service?

    Apple's customer support refers to the assistance and resources provided to customers after they have purchased a product, such as troubleshooting, technical support, and warranty services. This can include online support through the Apple website, phone support, and in-person support at Apple stores. Customer support is focused on helping customers resolve issues with their products and ensuring they have a positive experience with their Apple devices.

  • Which travel destination do you recommend for an adventure vacation in 2022?

    I recommend Iceland as a travel destination for an adventure vacation in 2022. With its stunning landscapes including volcanoes, glaciers, hot springs, and waterfalls, Iceland offers a wide range of outdoor activities such as hiking, glacier trekking, snorkeling in crystal-clear waters, and exploring ice caves. Additionally, you can witness the mesmerizing Northern Lights during the winter months. Iceland's unique natural beauty and thrilling adventures make it a perfect choice for an unforgettable adventure vacation in 2022.

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  • The Customer Copernicus : How to be Customer-Led
    The Customer Copernicus : How to be Customer-Led

    Some companies are great for customers – not only do they care but they change whole markets to work better for the customers they serve.Think of Amazon, easyJet and Sky. They make things easier and improve what really matters – obvious, surely?They have also enjoyed huge business success, growing and making plenty of money.The Customer Copernicus answers the question that follows – if it’s obvious and attractive why is it so rare? And then it answers a second question, because Tesco, O2 and Wells Fargo were like this once.Why, having mastered it, would you ever stop? Because all three did, and two ended up in court. The Customer Copernicus explains how to become and how to stay customer-led.Essential reading for leaders and teams who want their organisations to stay competitive by developing a more purposeful and innovative culture.

    Price: 29.99 £ | Shipping*: 0.00 £
  • Customer Science : Behavioral Insights for Creating Breakthrough Customer Experiences
    Customer Science : Behavioral Insights for Creating Breakthrough Customer Experiences

    Customer Science examines the strategic principles that define the customer experience. Building on the recent findings in the domains of behavioral economics and social psychology, Customer Science discusses the customer experience from three different perspectives: what customers do-how they identify a problem, seek a solution, and interact with the offering; what they think and feel during this process-how they evaluate different market offerings; and what motivates their behavior-why they act the way they do. In this context, it examines all components of the customer experience-from activating a need to buying a company's offerings, to becoming a loyal customer and advocate for the company. The different stages of customer interaction with the company and its offerings are presented in the form of a customer experience map, which functions as the organizing principle for this book. The customer experience map is the blueprint for understanding the different stages of the customer experience and facilitating managerial decision making at each stage. The customer experience map is also the foundation of the customer experience canvas, a practical tool to identify the key questions managers should ask as they strive to create impactful customer experiences. 

    Price: 24.95 £ | Shipping*: 3.99 £
  • Customer Service Pocketbook
    Customer Service Pocketbook

    The new, 3rd edition of the Customer Service Pocketbook will be published in October 2013.A key title in the Pocketbook Series, the book is for everyone who contributes, directly or indirectly, to giving the customer excellent service.It has been fully revised to reflect the challenges of responding to customers' needs via a variety of different channels, including social media. The book covers why good service matters, listening skills, how to turn complaints into opportunities, effective communication methods and much more.The importance of setting standards, measuring customer service and mystery shopper programmes are discussed.Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.

    Price: 11.99 £ | Shipping*: 3.99 £
  • God's Favorite Customer
    God's Favorite Customer

    Fourth studio album by American musician Josh Tillman released under the moniker Father John Misty. The album went down well with critics and reached #12 in the UK Albums Chart.

    Price: 15.49 £ | Shipping*: 3.99 £
  • Are there differences between customer service and factory customer service?

    Yes, there are differences between customer service and factory customer service. Customer service typically refers to the support and assistance provided to customers before, during, and after a purchase, while factory customer service specifically focuses on addressing issues related to the manufacturing and production of products. Factory customer service may involve handling inquiries about product specifications, quality control, and production timelines, whereas general customer service may involve addressing a wider range of issues such as billing, returns, and general product information. Additionally, factory customer service may require specialized knowledge about the manufacturing process and technical aspects of the products being produced.

  • Why do I have to pay for the travel to the next customer if the craftsman charges for the travel to and from the customer?

    You may have to pay for the travel to the next customer because the craftsman's time and resources are valuable. Just as the craftsman charges for travel to and from your location, they also need to be compensated for the time and expenses incurred while traveling to the next customer. Additionally, the cost of travel is a standard part of doing business for many service providers, and it helps to ensure that the craftsman can continue to offer their services in different locations.

  • Is customer service reliable?

    Customer service reliability can vary depending on the company or organization. Some businesses prioritize excellent customer service and have reliable systems in place to address customer needs promptly and effectively. However, other companies may struggle with providing consistent and reliable customer service due to factors such as understaffing, lack of training, or inefficient processes. It is important for customers to research and read reviews to gauge the reliability of customer service before engaging with a company.

  • Is HP customer-friendly?

    HP is generally considered to be customer-friendly, as they offer a variety of support options including phone, email, and live chat support. They also have a comprehensive online support portal with troubleshooting guides and driver downloads. Additionally, HP has a customer satisfaction survey program to gather feedback and improve their customer service. Overall, HP strives to provide a positive customer experience through their support channels and resources.

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