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Creating Do-It-Yourself Customers: How Great Customer Experiences Build Great Companies - Hardcover

Honebein, Peter C.; Cammarano, Roy F.

 
9780324311549: Creating Do-It-Yourself Customers: How Great Customer Experiences Build Great Companies
Hardcover
ISBN 10: 0324311540 ISBN 13: 9780324311549
Verlag: South-Western, 2005

Inhaltsangabe

Self-checkout, self-customization, and other co-production efforts are on the rise. But it's a boon to business only if customers do their share. This book proves that by setting appropriate expectations, providing the necessary tools and environment, delivering appropriate rewards, and developing specific knowledge and skill, companies can condition customers to activate their expertise to achieve greater value. As customers become more proficient, they realize the full value of the product offering, while the company benefits from cost reduction, greater employee satisfaction, and deeper customer loyalty. This resourceful book helps readers evaluate the need for customer performance solutions, develop value-added services, devise reward systems, and implement customer performance initiatives. Helping readers interpret customer performance issues, it also enables them to recognize situations where high-tech or human innovation can bolster customer involvement.

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Verlag
South-Western
Erscheinungsdatum
2005
Sprache
Englisch
ISBN 10 
0324311540
ISBN 13 
9780324311549
Einband
Gebundene Ausgabe
Anzahl der Seiten
264
Kontakt zum Hersteller
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Verantwortliche Person
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