Emotional value :creating strong bonds with your customers

• 作者: Barlow, Janelle,
• 其他作者: Maul, Dianna,
• 出版: San Francisco, CA : Berrett-Koehler Publishers ©2000.
• 稽核項: 1 online resource (xviii, 310 pages).
• 標題: Electronic books. , Klantenservice. , BUSINESS & ECONOMICS Customer Relations. , Emotionele ontwikkeling. , Service à la clientèle. , Customer Relations. , Customer services. , Klantgerichtheid. , BUSINESS & ECONOMICS , Organisatiecultuur.
• ISBN: 1605097241 , 9781605097244
• ISBN: 9781576750797 , 1282545809 , 9781282545809 , 1576750795
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• 附註: Includes bibliographical references and index. Introduction: adding emotional value to your customers' experience -- pt. I. Building an emotion-friendly service culture -- The customer is always emotional -- Managing emotions begins with me -- Positive emotional states are an asset. Assessing your organization's emotion-friendly service culture -- pt. II. Choosing emotional competence -- Emotional labor or emotional competence? -- Managing for emotional authenticity. Assessing your organization's service philosophy -- pt. III. Maximizing customer experiences with empathy -- Satisfaction isn't good enough -- Anymore -- The challenge in measuring customer emotions -- The gift of empathy. Assessing your organization's empathy -- pt. IV. Viewing complaints as emotional opportunities -- Complaints: emotional opportunities -- Fundamentals of complaints -- Strategies for handling complaints. Assessing your organization's complaint friendliness -- pt. V. Using emotional connections to increase customer loyalty -- Loyalty is a behavior with its roots in emotions -- Strategies for retaining customers. Assessing your organization's focus on customer retention -- Final thoughts. App. A. Emotions: research background -- App. B. What does marketing research tell us about consumer emotions? -- App. C. The elusive link between customer satisfaction and customer loyalty: a summary of the research -- App. D. Complaint handling: where does the latest research take us? -- App. E. Eight-step gift formula.
• 摘要: Combining strategic advice with wisdom found in books such as Daniel Goleman's "Working with Emotional Intelligence, " two international management consultants outline ways in which businesses can elevate levels of satisfaction.
• 電子資源: https://dbs.tnua.edu.tw/login?url=https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=41422
• 系統號: 005289636
• 資料類型: 電子書
• 讀者標籤: 需登入
• 引用網址: 複製連結
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