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| customer service case study: Uncommon Service Frances X. Frei, Frances Frei, Anne Morriss, 2012 Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems. |
| customer service case study: Writing Without Bullshit Josh Bernoff, 2016-09-13 Joining the ranks of classics like The Elements of Style and On Writing Well, Writing Without Bullshit helps professionals get to the point to get ahead. It’s time for Writing Without Bullshit. Writing Without Bullshit is the first comprehensive guide to writing for today’s world: a noisy environment where everyone reads what you write on a screen. The average news story now gets only 36 seconds of attention. Unless you change how you write, your emails, reports, and Web copy don’t stand a chance. In this practical and witty book, you’ll learn to front-load your writing with pithy titles, subject lines, and opening sentences. You’ll acquire the courage and skill to purge weak and meaningless jargon, wimpy passive voice, and cowardly weasel words. And you’ll get used to writing directly to the reader to make every word count. At the center of it all is the Iron Imperative: treat the reader’s time as more valuable than your own. Embrace that, and your customers, your boss, and your colleagues will recognize the power and boldness of your thinking. Transcend the fear that makes your writing weak. Plan and execute writing projects with confidence. Manage edits and reviews flawlessly. And master every modern format from emails and social media to reports and press releases. Stop writing to fit in. Start writing to stand out. Boost your career by writing without bullshit. |
| customer service case study: Customer Service Best Practices Ron Zemke, 1998 |
| customer service case study: 50 Case Studies for Management and Supervisory Training Alan Clardy, 1994 Managers and supervisors will sharpen their analytical and decision-making skills with this new collection of fully reproducible case studies. Based on actual, real-life situations, these exercises prepare supervisors and team leaders for the challenging problems they face in today's complex workplace. Each case study includes: Summary of the case Discussion questions that evoke thought and analysis Suggested solutions to the problems presented. |
| customer service case study: Service Business Development Thomas Fischer, Heiko Gebauer, Elgar Fleisch, 2012-05-24 Over the last decade, capital goods manufacturers have added services to products as a way of responding to eroding margins and the loss of strategic differentiation. Based on over twelve years of research, this book provides a thorough overview of the strategies available for value creation through service business development. |
| customer service case study: Case Studies in Customer Service Gerard Assey, 2024-08-19 Case Studies in Customer Service offers a deep dive into real-world scenarios across diverse industries, providing invaluable insights for service professionals, managers, and trainers. This practical guide is designed to enhance your customer service skills through detailed case studies in B2B, B2C, and Retail Sectors. Each case presents a challenging customer service issue, stimulating discussion questions, and thought-provoking exercises to develop actionable strategies. Discover how to tackle complex problems, improve customer satisfaction, and foster a customer-centric culture within your organization. Whether you are looking to train your team, enhance your own skills, or gain a competitive edge, this book is an essential resource for achieving excellence in customer service. Uncover the secrets to delivering exceptional service that drives loyalty and business success. Case Studies in Customer Service is your roadmap to mastering the art of outstanding customer care. |
| customer service case study: Remarkable Customer Service ... and Disservice Rebecca L Morgan, 2018-04-06 Can Your Team Improve Your Customer's Delight? We like to think our staff are just as good when we aren't around as when we are. But not all of them are. Some are doing downright stupid things to your customers. And driving them away. How do you know what they're doing? You can't always know. But you can regularly reinforce what you want them to do. Not by lecturing at them, nagging and scolding. But by presenting scenarios and discussing them, either as a group or individually. Remarkable Customer Service ... and Disservice is designed to be a tool for growth -- for you, individual staff members, and your whole team. You can use this book for: * Improving your team's behaviors: Discuss specific case studies in a staff meeting. Solicit ideas on how your organization and/or each team member can utilize the lessons. Ask staff to make a commitment to improve one behavior as a result of the case study. * Enhancing individual team member's skills: Meet to discuss specific case studies that parallel the person's challenges. It's often easier to spot when someone else is performing below par, but not recognize it in themselves. * Refining your management practices: Decide how you can integrate each case study's lessons into your organization's processes. |
| customer service case study: Customer Service in Tourism and Hospitality Simon Hudson, Louise Hudson, 2017-09-30 A fully revised and updated new edition of this bestselling text. New material covers issues such as the sharing economy, technology (Virtual Reality and use of robots) and use of big data to personalize experiences and encourage loyalty. |
| customer service case study: Defusing Hostile Customers Workbook Robert Bacal, 1998 |
| customer service case study: Experiential Marketing Wided Batat, 2020-12-27 Experiential marketing has become an indispensable tool for all types of businesses across multiple sectors. This book provides an all-encompassing, practical, and conceptual map of contemporary experiential case studies, which together offer insights into this exciting approach to customer experience. Experiential Marketing incorporates 36 international case studies from 12 key sectors, from technology, consumer goods, and B2B to luxury, events, and tourism sectors. With a selection of case studies from leading brands, such as Coca-Cola, Nutella, Chanel, NASA, The New York Times, Pfizer, and Amtrak, the reader will learn and practice the experiential marketing tools and strategies through these examples. Expert testimonials, practical applied exercises, and the author’s online videos provide both theoretical foundations and concrete application. This is a must-read for advanced undergraduate and postgraduate Marketing and Customer Experience students and an excellent teaching resource. It should also be of great use to practitioners – particularly those studying for professional qualifications – who are interested in learning experiential marketing strategies and developing knowledge about the way big brands in different sectors are designing the customer experience online and offline. Online material includes lecture slides, a test bank of questions, an instructor’s manual, and explanatory videos. |
| customer service case study: Loyalty-Based Management Reichheld Frederick F., 1993 |
| customer service case study: Lean Six Sigma in Service Sandra L. Furterer, 2016-04-19 In real life, data is messy and doesn't always fit into normal statistical distributions. This is especially true in service industries where the variables are, well, variable and directly related to and measured by the constantly changing needs of customers. As the breadth and depth of tools available has increased across the integrated Lean Six S |
| customer service case study: Delivering Happiness Tony Hsieh, 2010-06-07 Successfully grow your business and improve customer and employee happiness with this New York Times bestseller book written by the CEO of Zappos. As the CEO of one of Fortune Magazine's Best Companies to Work For, Tony Hsieh knows that keeping people happy is the key to professional growth and harmony. It might sound crazy, but Hsieh believes that we can prioritize company culture, make money, and change the world. In Delivering Happiness, he shares the tools of the trade he's learned in business and life, from starting a worm farm to running a pizza business, to working at Zappos–a company so impressive that Amazon acquired it for over $1.2 billion. Fast-paced and down-to-earth, Delivering Happiness shows how a different kind of corporate culture is a powerful model for achieving success, and concentrating on the happiness of those around you can dramatically increase your own. |
| customer service case study: Tall, Tatted, and Tempting Tammy Falkner, 2014-06-30 ***This New Adult book is intended for audiences over the age of 18 due to adult language, sexual content and adult situations*** Kit Logan wants to know my name, but I can't tell him. I can't tell him anything. There are too many people looking for me. He's pretty persuasive, though, and he convinces me to go home with him so he can keep me safe from this harsh city where I find myself. It's not my home. It's his. He belongs. I don't. Logan lives with four brothers in the inner city. Yet I've never felt more safe than I do when I'm with him. I want him. But he won't let me have a darn thing, aside from his friendship, unless I'm willing to tell him my secrets. But they're mine, and I can't share them. Not unless I want them to come and get me. Logan She catches my eye because she's so beautiful she takes my breath. But that's not all that I love about her. I love the way she smells. The way she smiles. The way she plays the guitar is unlike anything I have ever seen. She sleeps in my bed every night, and drives me crazy with her touch. But I can't take what she offers because I need all of her. I need for her to tell me her secrets. I need for her to trust me. From the back of the book: She’s locked up tight. But he might be the key. Logan Reed is tall, tatted and tempting. Kit’s a woman with a mean right hook and a secret. Kit wants a tattoo, but Logan sees more than she intends to share in the drawing of the tat she wants. He sees her in ways no one ever has. Logan’s not disabled; but he hasn’t spoken in eight years. He hasn’t needed to. Until he meets Kit. Logan doesn’t know everything about Kit. Kit doesn’t know anything about herself, until she has to sacrifice all she ever wanted to save what’s most important to him. |
| customer service case study: Customer Service Peter Shankman, 2010-12-16 Use Social and Viral Technologies to Supercharge your Customer Service! Using social media, you can deliver amazing customer service–and generate an army of fans who’ll promote you in good times, and rescue you from disaster. Now, legendary online marketing expert Peter Shankman shows you exactly how to do all that–without spending a fortune! Shankman draws on his immense experience as founder of the online growth company HARO and marketing consultant to multiple Fortune 500 clients. He presents straight-to-the-point solutions for building customer loyalty, trust, and credibility online–and rebuilding it when catastrophe strikes. Companies around the world are driving enormous value from online customer service at remarkably low cost. You can, too. Peter Shankman will show you how–step-by-step, right now! You’ll learn how to: • Organize a small, powerful social media team on a tight budget • Listen to what your customers, advisors, and markets are really saying • Make prospects feel like rock stars from the moment they find you • Choose online media that make the most sense for you • Avoid wasting time with platforms that won’t help you • Earn your customer’s loyalty, trust, and credibility • Learn from other companies’ viral “disasters” • Rebuild your credibility after you’ve taken a public “hit” online • Make sure everyone hears your customers when they compliment you • Capture all your customer knowledge–and use it in real time • Keep people talking–and not just about you |
| customer service case study: Case Studies for Student Development Theory Jason C. Garvey, Jessica C. Harris, Darris R. Means, Rosemary J. Perez, Christa J. Porter, 2019-06-17 This much-needed case study book provides higher education and student affairs graduate students, practitioners, and faculty with the tools to enhance their learning of student development theory and to apply this learning to practice. Each chapter offers a summary of theory – covering traditional and newer student development models – in addition to multiple case studies that help readers focus on practice that fosters social justice and inclusion. The case studies for each chapter represent a range of institutional types and diverse student populations, offering an opportunity to explore the intersections of various developmental processes and to foster social justice and inclusion in higher education contexts. Guiding questions at the end of each case study offer opportunities for further discussion and critical reflection. An essential text for every student development course, Case Studies for Student Development Theory enhances student learning and development in higher education while also addressing how students’ social identities intersect with college campus environments. |
| customer service case study: The Case Study Companion Scott Andrews, 2021-05-25 The Case Study method of teaching and learning, adopted by business schools and management centres globally, provides an important function in management education, but employing it effectively can often be a challenge. This book provides practical insights, tools and approaches for both case teaching and writing, drawing on perspectives from expert practitioners around the world. This book aims to critically examine different approaches to using case studies in group-based, participant-centred learning environments, exploring good practices for case teaching and learning. It provides guidance for case writers on various approaches to structuring case data, presentational formats, and the use of technology in the construction of different types of cases. It also demonstrates the use of the case method as a tool for assessment, supporting students’ own development of cases to showcase good practice in organisations. The final section of this book showcases some of the resources available, providing links and reviews of additional material that can support future case teaching and writing practice, including publication. The Case Study Companion is designed for lecturers using cases within their teaching across all management disciplines, as well as those training for Professional Development and Management Education qualifications. It will also be useful for postgraduate, MBA and Executive Education students wanting to make the most of case studies in their learning and assessments. |
| customer service case study: The V-Model of Service Quality Grafton Whyte, 2018-10-18 The V-Model of Service Quality offers a powerful tool for measuring service quality. This book grounds the theoretical interventions in data drawn from case studies in the Sub-Saharan African context to make the models applicable to both researchers and working managers. |
| customer service case study: If It Wasn't for the Customers I'd Really Like This Job Robert Bacal, 2011-02-28 Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most troublesome of customers. |
| customer service case study: Classic Case Studies in Psychology Geoff Rolls, 2013-07-24 Have you heard about the man who lived with a hole in his head? Or the boy raised by his parents as a girl? From the woman with multiple personalities, to the man with no brain, this collection of case studies provides a compelling insight into the human mind. This is a fascinating collection of human stories. Some are well-known case studies that have informed clinical practice, others are relatively unknown. For this edition, Rolls has added recent research findings on each case study plus four brand new cases: the story of Washoe, the ape who could communicate; the much debated case of Holly Ramona and repressed memory; and Kim Peek, the real 'Rainman'. Classic Case Studies in Psychology is for everyone who has ever wondered about the stranger side of life. No prior knowledge of psychology is required, just an open mind. For those who wish to use this book as part of their studies, or who are just keen to learn more, fun multiple choice questions, fascinating further reading, helpful web links, and self-assessment questions are all available free on our website, www.routledge.com/cw/rolls. Prepare to be amazed ... |
| customer service case study: Case Studies in Social Work Practice Craig W. LeCroy, 2014-01-14 A practical approach to understanding social work concepts in action that integrates theory and practice In this updated edition of the classic social work text, students and instructors have access to real-world demonstrations of how social work theories and concepts can be applied in practice. The case studies in this book bridge the gap between the classroom and the field by allowing students to discover the when, why, and how of social work principles. Brief but comprehensive topic overviews are brought to life by case studies that apply general theories to the work of social work. Each of the book's nine sections cover an essential area of social work, encompassing the micro, mezzo, and macro levels Highly readable explanations are followed by 3-5 case studies relating theory to the living practice of real social workers Topics include Generalist Practice; Family Therapy, Treatment of Adults; and Diversity Approaching each topic from a variety of different theoretical bases, this essential text allow students to learn by concrete example, experiencing social work concepts as they are applied in the profession today. |
| customer service case study: When America Does it Right Jay W. Spechler, 1988 Drawing from his experiences with American Express and contacts through the Institute of Industrial Engineers, the author intends to assist executives who wish to improve their company's service quality, the book's core is a collection of case studies from 56 leading US companies, grouped into 27 industrial categories. |
| customer service case study: Mastering Customer Service: Strategies for Excellence Charles Nehme, Introduction Purpose of the Book In an era where customers have more choices than ever, exceptional customer service has become a key differentiator that sets successful businesses apart from the rest. The aim of this book is to provide you with a comprehensive guide to mastering customer service. Whether you're a seasoned professional, a new hire, or a business owner, this book will equip you with the knowledge and skills needed to deliver outstanding service and foster lasting customer relationships. Importance of Customer Service in Today's Market Customer service is no longer just a support function—it is a strategic element of business success. With the rise of social media and online reviews, a single customer interaction can influence thousands of potential customers. Great customer service can turn a one-time buyer into a loyal advocate, while poor service can drive customers away and damage your brand's reputation. This book explores why customer service matters more than ever and how it can impact your bottom line. Overview of What the Reader Will Learn This book is divided into six parts, each designed to cover a different aspect of customer service: Foundations of Customer Service: Understand the core principles and importance of customer service, including the customer journey and expectations. Building a Customer-Centric Culture: Learn how to create an organizational culture that prioritizes customer satisfaction through leadership, employee engagement, and a positive workplace environment. Essential Customer Service Skills: Develop key skills such as effective communication, problem-solving, conflict resolution, and time management. Tools and Techniques: Discover the tools and techniques that can enhance your customer service, including feedback mechanisms, technology, and performance measurement. Advanced Strategies: Explore advanced strategies like personalization, customer loyalty programs, and crisis management to elevate your customer service efforts. Industry-Specific Customer Service: Gain insights into best practices tailored to specific industries such as retail, hospitality, and B2B services. The Evolution of Customer Service Customer service has evolved significantly over the years. From the early days of face-to-face interactions and telephone support to the modern era of digital communication and AI-driven solutions, the way businesses interact with customers has transformed. This section will provide a historical perspective on the evolution of customer service, highlighting key milestones and the changing expectations of customers. By understanding the past, we can better appreciate the present and anticipate the future trends in customer service. This book will not only provide you with practical tips and strategies but also encourage you to think critically about how you can innovate and adapt to meet the ever-evolving needs of your customers. Welcome to Mastering Customer Service: Strategies for Excellence. Let's embark on this journey together to create exceptional customer experiences and drive your business to new heights. |
| customer service case study: Elevating Customer Service in Higher Education Heath Boice-Pardee, Dr. Emily Richardson, Eileen Soisson, 2018-06-04 Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS Elevating Customer Service should be read by every administrator who cares about retention and service excellence. - Neal Raisman, N. Raisman & Associates In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity. - Bill Destler, President Emeritus, Rochester Institute of Technology How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators. - David DeCenzo, President, Coastal Carolina University This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students. - Jim Pillar, Associate Vice President of Housing, Monmouth University This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider. - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick |
| customer service case study: Case Studies in Global Health Ruth Levine, What Works Working Group, 2007 One of the greatest human accomplishments has been the spectacular improvement in health since 1950, particularly in developing countries. With death rates falling steadily, more progress was made in the health of populations in the past half-century than in many earlier millennia. A careful look at that success can yield important lessons about how to tackle the challenges of HIV/AIDS, child health, and global health inequities in the future. This series of twenty case studies illustrates real-life proven, large-scale success stories in global public health. Drawing from a rich evidence base, the accessible case write-ups highlight experiences in scale-up of health technologies, strengthening of health systems, and the use of health education and policy change to achieve impressive reductions in disease and disability, even in the poorest countries. An overview chapter draws attention to factors that contributed to the successes. Discussion questions help to bring out the main points and provide a point of departure for independent student research. |
| customer service case study: Digital Marketing Excellence Dave Chaffey, PR Smith, 2022-07-22 Now in its sixth edition, the hugely popular Digital Marketing Excellence is a practical guide to creating and executing integrated digital marketing plans, combining established approaches to marketing planning with the creative use of new digital models and digital tools. Written by two highly experienced digital marketing consultants, the book shows you how to: Draw up an outline integrated digital marketing plan Evaluate and apply digital marketing principles and models Integrate online and offline communications Implement customer-driven digital marketing as part of digital transformation Reduce costly trial and error Measure and enhance your digital marketing Learn best practices for reaching and engaging your audiences using the key digital marketing platforms. This new edition has been streamlined to seamlessly integrate the latest developments in digital analytics, ethics and privacy, Predictive Analytics, Machine Learning and Artificial Intelligence. Including new international case studies and up-to-date examples throughout, this book cuts through the jargon to show marketers how to leverage data and digital technologies to their advantage. Offering a highly structured and accessible guide to a critical and far-reaching subject, Digital Marketing Excellence, 6th edition, provides a vital reference point for all digital marketing students, and managers involved in digital marketing strategy and implementation. Online resources have been fully updated for the new edition and include a new set of PowerPoint slides and a full test bank of questions and exercises. |
| customer service case study: Case Study Research and Applications Robert K. Yin, 2017-09-27 Winner of the 2019 McGuffey Longevity Award from the Textbook & Academic Authors Association (TAA) Recognized as one of the most cited methodology books in the social sciences, the Sixth Edition of Robert K. Yin′s bestselling text provides a complete portal to the world of case study research. With the integration of 11 applications in this edition, the book gives readers access to exemplary case studies drawn from a wide variety of academic and applied fields. Ultimately, Case Study Research and Applications will guide students in the successful use and application of the case study research method. |
| customer service case study: Case Study Research John Gerring, 2007 Aims to provide a general understanding of the case study method as well as specific tools for its successful implementation. It breaks down traditional boundaries between qualitative and quantitative, experimental and nonexperimental, positivist and interpretivist. |
| customer service case study: Think Like a Rock Star: How to Create Social Media and Marketing Strategies that Turn Customers into Fans, with a foreword by Kathy Sierra Mack Collier, 2013-04-19 What's better than getting new customers? Turning existing ones into FANS. Everything marketers need to know to find, engage, and leverage the power of brand evangelists Think Like a Rock Star provides step-by-step instructions that show marketing professionals how to connect with customers both online and offline to create a truly fan-centric brand. Using case studies of how rock stars like Lady Gaga, Taylor Swift, Katy Perry, and Blink-182 cultivate fans, it teaches readers how to apply those lessons to create brand advocates who will grow profits, improve business frameworks, and contribute more than ever to the success of the brand. It also identifies successful and easily replicable marketing strategies of top brands such as Dell, Ford, Patagonia, and YouTube. Think Like a Rock Star is an indispensable tool for any marketing professional. Foreword by Kathy Sierra, cocreator of the Head First book series Mack Collier is a social media strategist, trainer, and speaker who specializes in helping companies better connect with their customers via social media. His clients include businesses of all sizes, from sole proprietorships to Fortune 500 companies. |
| customer service case study: Stories That Sell Casey Hibbard, 2008-04 The first book on capturing and using customer stories to grow your business or cause. Introduces a proven process for leveraging your current successes into new sales. Learn success-story marketing best practices from author Casey Hibbard, leading expert on creating and managing customer stories, with insight from organizations such as Sage Software, SAP, Toyota, Kronos, Amdocs, Make-A-Wish Foundation, and dozens of other businesses, independent consultants, and nonprofits--Page 4 of cover |
| customer service case study: Moments of Magic Shep Hyken, 1993 |
| customer service case study: Customer Service Essentials Robert E. Hinson, Ogechi Adeola, Kojo Oppong Nkrumah, Charles Agyinasare, Kwame Adom, Abednego Feehi Okoe Amartey, 2019-08-01 Customer Service Essentials is a must-read and a definitive source of information on effective management of customer service in Africa and beyond. Leveraging on unique concepts and practices developed in the field of customer service management, this book uses case studies and vignettes to reinforce learnings, drawing parallels to real life experiences. The book is a valuable resource for individuals and organizations, in the quest to achieve excellent customer service, increased productivity and enhanced employee satisfaction. It explores the practical challenges of customer service in Africa, examines critical success factors and provides guidelines for effective customer engagement in this evolving highly networked digital era. Policy makers, directors, managers and students will gain valuable and actionable insights on service management as they navigate the chapters. Praise for Customer Service Essentials: Lessons for Africa and Beyond This book captures service excellence by detailing out in a most explicit manner essential services dynamics of Responsiveness, Accessibility, Tangibles, Empathy and Reliability. I highly recommend it! Esi Elliot Assistant Professor, Marketing Suffolk University, Boston, MA I am very impressed with this book and excited to see the topics being discussed in the Chapters are geared toward quality customer service in Africa. All the chapters are superbly written, relevant to the African context and above all, the authors cover incredibly interesting topics and support them with pertinent cases. Bringing together such fine minds in the field, this book is useful and a must for anyone serious about customer service, service branding and the need to respect the customer. Charles Blankson Professor of Marketing College of Business University of North Texas Hinson and colleagues have skillfully put together a useful collection of new perspectives on modern customer service essentials with an African and global perspective. This is a highly recommended text for students and practitioners. Ellis L.C. Osabutey Reader Roehampton University Business School United Kingdom |
| customer service case study: Qualitative Research Through Case Studies Max Travers, 2001-07-23 Qualitative Research Through Case Studies provides an accessible introduction to a wide range of approaches that deal with the theoretical analysis of qualitative data. |
| customer service case study: The Power of Trust Sandra J. Sucher, Shalene Gupta, 2021-07-06 A ground-breaking exploration of the changing nature of trust and how to bridge the gap from where you are to where you need to be. Trust is the most powerful force underlying the success of every business. Yet it can be shattered in an instant, with a devastating impact on a company’s market cap and reputation. How to build and sustain trust requires fresh insight into why customers, employees, community members, and investors decide whether an organization can be trusted. Based on two decades of research and illustrated through vivid storytelling, Sandra J. Sucher and Shalene Gupta examine the economic impact of trust and the science behind it, and conclusively prove that trust is built from the inside out. Trust emerges from a company being the “real deal”: creating products and services that work, having good intentions, treating people fairly, and taking responsibility for all the impacts an organization creates, whether intended or not. When trust is in the room, great things can happen. Sucher and Gupta’s innovative foundation for executing the elements of trust—competence, motives, means, impact—explains how trust can be woven into the day-to-day and the long term. Most importantly, even when lost, trust can be regained, as illustrated through their accounts of companies across the globe that pull themselves out of scandal and corruption by rebuilding the vital elements of trust. |
| customer service case study: ADKAR Jeff Hiatt, 2006 In his first complete text on the ADKAR model, Jeff Hiatt explains the origin of the model and explores what drives each building block of ADKAR. Learn how to build awareness, create desire, develop knowledge, foster ability and reinforce changes in your organization. The ADKAR Model is changing how we think about managing the people side of change, and provides a powerful foundation to help you succeed at change. |
| customer service case study: Case Study Research in Practice Helen Simons, 2009-06-05 Case Study Research in Practice explores the theory and practice of case study research. Helen Simons draws on her extensive experience of teaching and conducting case study to provide a comprehensive and practical account of how to design, conduct and communicate case study research. It addresses questions often raised by students and common misconceptions about case research. In four sections the book covers - Rationale, concept and design of case study research - Methods, ethics and reflexivity in case study - Interpreting, analyzing and reporting the case - Generalizing and theorizing in case study research Rich with 'tales from the field' and summary memos as an aide-memoire to future action, the book provides fresh insights and challenges for researchers to guide their practice of case study research. This is an ideal text for those studying and conducting case study research in education, health and social care, and related social science disciplines. Helen Simons is Professor Emeritus of Education University of Southampton |
| customer service case study: CoDestiny Atlee Valentine Pope, George F. Brown, Jr., 2010-08-11 This thought-provoking book by two global strategy experts delivers a proven approach for solving a company's most difficult growth challenges. To create value for your customers and capture value for your shareholders, the authors describe how to unlock the secrets of your customer chains. CoDestiny goes far beyond theory by presenting unique ideas, approaches and tools to put your firm on a path toward profitable growth. The authors present actionable plans that can be implemented immediately and deliver concrete results. The in-depth framework yields comprehensive, consistent, and foolproof go-to-market strategies and get-to-market implementation plans. Relying on decades of real world experience, the authors illustrate their growth maximization techniques with powerful case studies. The authors deliver powerful advice for any business, from start-up to market leader, with any product line, in any industry, in any location. Follow the sure path to tremendous growth with CoDestiny. |
| customer service case study: Cultural Competence, Practice Stages, and Client Systems Doman Lum, 2005 Bringing together two practice themes--culturally competent practice and practice process stages--Lum's book helps social work students, faculty, and practitioners implement culturally competent principles to the beginning, middle, and ending stages of their work with culturally diverse clients. Additional material, provided by guest contributors, applies these principles to ethnic diverse groups, gender and sexual orientation diverse groups, transitional diverse groups, and age-related diverse groups and include accompanying case studies and exercises. |
| customer service case study: Services Marketing: Text and Cases, 2/e Harsh V. Verma, 2012 |
| customer service case study: Decoding the New Consumer Mind Kit Yarrow, 2014-03-31 Take a glimpse into the mind of the modern consumer A decade of swift and stunning change has profoundly affected the psychology of how, when, and why we shop and buy. In Decoding the New Consumer Mind, award-winning consumer psychologist Kit Yarrow shares surprising insights about the new motivations and behaviors of shoppers, taking marketers where they need to be today: into the deeply psychological and often unconscious relationships that people have with products, retailers, marketing communications, and brands. Drawing on hundreds of consumer interviews and shop-alongs, Yarrow reveals the trends that define our transformed behavior. For example, when we shop we show greater emotionality, hunting for more intense experiences and seeking relief and distraction online. A profound sense of isolation and individualism shapes the way we express ourselves and connect with brands and retailers. Neurological research even suggests that our brains are rewired, altering what we crave, how we think, and where our attention goes. Decoding the New Consumer Mind provides marketers with practical ways to tap into this new consumer psychology, and Yarrow shows how to combine technology and innovation to enhance brand image; win love and loyalty through authenticity and integrity; put the consumer’s needs and preferences front and center; and deliver the most emotionally intense, yet uncomplicated, experience possible. Armed with Yarrow’s strategies, marketers will be able to connect more effectively with consumers—driving profit and success across the organization. |
consumer、customer、client 有何区别？ - 知乎
对于customer和consumer，我上marketing的课的时候区分过这两个定义。 customer behavior：a broad term that covers individual consumers who buy goods and services for their own use …
Consumer与customer有区别吗？具体作什么区别？ - 知乎
Mar 18, 2014 · 一般把 customer 翻译做 “客户“ 比如你是杜蕾斯的生产商，那么中国总代，上海曼伦商贸有限公司，就是你的customer，然后从曼伦进货的全家就是曼伦的customer，然后隔 …
Windows 10 business 和 consumer 中的专业版有什么不同？ - 知乎
Mar 14, 2020 · Windows10 有business editions 和 consumer editions 版。其中每个都有 专业工作站版，可这2个专业工作…
想问一下大家web of science文献检索点不动 只能用作者检索怎么 …
手机电脑打开都是这样 我想用文献检索 不想用作者检索啊啊啊啊啊
什么是CRM系统？它的作用是什么？ - 知乎
CRM（Customer Relationship Management），即客户关系管理系统.。 是指利用软件、硬件和网络技术，为企业建立一个客户信息收集、管理、分析和利用的信息系统。通俗地讲， CRM就 …
请问金融系统中提到的KYC是做什么用的？ - 知乎
KYC看着高端，其实我们每个人都经历过。例如，当你去银行开户的时候，都必须要提交身份证件，甚至有时候还要提交家庭住址证明。这便是一个最简单的KYC。(也叫做CIP - Customer …
什么是SCRM？为什么企业要做SCRM？ - 知乎
SCRM翻译后的全程是：Social Customer Relationship Management ，可以看到这里的“S”原来是“Social”，也就是“社交”的意思。 尽管只是多了一个S，却将原先CRM呈现的客户管理行为转 …
什么是跨境电商，你们了解多少？ - 知乎
跨境电子商务是指不同国度或地域的买卖双方经过互联网以邮件或者快递等方式通关，将传统贸易中的展现、洽谈和成交环节数字化，完成产品进口的的新型贸易方式，当前主流的跨境电商形 …
有大神公布一下Nature Communications从投出去到Online的审稿 …
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
新媒体的KOL、KOC是什么? - 知乎
KOC有双重身份，即Customer和Creator，KOC是消费者的同时也是创作者，是对消费者的消费决策起到关键作用的群体。 KOL与KOC在本质上截然不同，是两个群体。前者是推，而KOC是 …
consumer、customer、client 有何区别？ - 知乎
对于customer和consumer，我上marketing的课的时候区分过这两个定义。 customer behavior：a broad term that covers individual consumers who buy goods and services for their own use …
Consumer与customer有区别吗？具体作什么区别？ - 知乎
Mar 18, 2014 · 一般把 customer 翻译做 “客户“ 比如你是杜蕾斯的生产商，那么中国总代，上海曼伦商贸有限公司，就是你的customer，然后从曼伦进货的全家就是曼伦的customer，然后隔 …
Windows 10 business 和 consumer 中的专业版有什么不同？ - 知乎
Mar 14, 2020 · Windows10 有business editions 和 consumer editions 版。其中每个都有 专业工作站版，可这2个专业工作…
想问一下大家web of science文献检索点不动 只能用作者检索怎么 …
手机电脑打开都是这样 我想用文献检索 不想用作者检索啊啊啊啊啊
什么是CRM系统？它的作用是什么？ - 知乎
CRM（Customer Relationship Management），即客户关系管理系统.。 是指利用软件、硬件和网络技术，为企业建立一个客户信息收集、管理、分析和利用的信息系统。通俗地讲， CRM就 …
请问金融系统中提到的KYC是做什么用的？ - 知乎
KYC看着高端，其实我们每个人都经历过。例如，当你去银行开户的时候，都必须要提交身份证件，甚至有时候还要提交家庭住址证明。这便是一个最简单的KYC。(也叫做CIP - Customer …
什么是SCRM？为什么企业要做SCRM？ - 知乎
SCRM翻译后的全程是：Social Customer Relationship Management ，可以看到这里的“S”原来是“Social”，也就是“社交”的意思。 尽管只是多了一个S，却将原先CRM呈现的客户管理行为转 …
什么是跨境电商，你们了解多少？ - 知乎
跨境电子商务是指不同国度或地域的买卖双方经过互联网以邮件或者快递等方式通关，将传统贸易中的展现、洽谈和成交环节数字化，完成产品进口的的新型贸易方式，当前主流的跨境电商形 …
有大神公布一下Nature Communications从投出去到Online的审稿 …
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
新媒体的KOL、KOC是什么? - 知乎
KOC有双重身份，即Customer和Creator，KOC是消费者的同时也是创作者，是对消费者的消费决策起到关键作用的群体。 KOL与KOC在本质上截然不同，是两个群体。前者是推，而KOC是 …
