Finishing Touch, The
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Specificații
ISBN-13: 9780273713012
ISBN-10: 0273713019
Pagini: 240
Ilustrații: Illustrations
Dimensiuni: 159 x 235 x 29 mm
Greutate: 0.46 kg
Ediția:1
Editura: Financial Times Prent.
Locul publicării:Harlow, United Kingdom
ISBN-10: 0273713019
Pagini: 240
Ilustrații: Illustrations
Dimensiuni: 159 x 235 x 29 mm
Greutate: 0.46 kg
Ediția:1
Editura: Financial Times Prent.
Locul publicării:Harlow, United Kingdom
Cuprins
Abouttheauthor
Acknowledgements
Arisingcrescendo
Part1 Prologue
1. Moreservice,lesssatisfaction–theservicecontext
2. Craftingtheservicevalueproposition–internalfoundations
Part2 Acts
Act1.Managingexpectations–preconceptions
Act2.Startingwell–firstimpressions
Act3.Movingtopositive–buildingtrust
Act4.Queuesandbadnews–realitycheck
Act5.Makingcustomersfeelimportant–somethingindividual
Act6.Icanfixthat–servicerecovery
Act7.Stayingahead–serviceinnovation
Act8.Leavingyourcustomerswantingmore–thefinishingtouch
Part3 Epilogue
Finale
Furtherreading
Index
Acknowledgements
Arisingcrescendo
Part1 Prologue
1. Moreservice,lesssatisfaction–theservicecontext
2. Craftingtheservicevalueproposition–internalfoundations
Part2 Acts
Act1.Managingexpectations–preconceptions
Act2.Startingwell–firstimpressions
Act3.Movingtopositive–buildingtrust
Act4.Queuesandbadnews–realitycheck
Act5.Makingcustomersfeelimportant–somethingindividual
Act6.Icanfixthat–servicerecovery
Act7.Stayingahead–serviceinnovation
Act8.Leavingyourcustomerswantingmore–thefinishingtouch
Part3 Epilogue
Finale
Furtherreading
Index
Notă biografică
Tony Cram has presented on competitive marketing and innovation at conferences and company conventions around the world including Berlin, Buenos Aires, Budapest, Gothenburg, Istanbul, London, Paris and Warsaw.
As a Programme Director at Ashridge Business School-one of Europe's leading centres for Management Development-he designs and delivers executive development programmes on business strategy and market innovation. His particular interest is in understanding customer value, developing brands and the dynamics of long-term business relationships.
Tony Cram's previous books include Customers that Count: How to build living relationships with your most valuable customers, Smarter Pricing: How to capture more value in your market and The Power of Relationship Marketing.
As a Programme Director at Ashridge Business School-one of Europe's leading centres for Management Development-he designs and delivers executive development programmes on business strategy and market innovation. His particular interest is in understanding customer value, developing brands and the dynamics of long-term business relationships.
Tony Cram's previous books include Customers that Count: How to build living relationships with your most valuable customers, Smarter Pricing: How to capture more value in your market and The Power of Relationship Marketing.