Customer service is an area that has fascinated me for many
years, so I was pleased that my publishers, Allen & Unwin,
reacted with genuine enthusiasm when I suggested this title to
them. I had long dreamed of writing a book, so as I put the
finishing touches to 101 Ways to Really Satisfy Your Customers,
my third book, I count myself very fortunate.
Customer service is an area that has fascinated me for many years, so I was pleased that my publishers, Allen & Unwin, reacted with genuine enthusiasm when I suggested this title to them. I had long dreamed of writing a book, so as I put the finishing touches to 101 Ways to Really Satisfy Your Customers, my third book, I count myself very fortunate.
Experiences differ from services
Experiences and services are distinct offerings.
Experiences are as distinct from services as services are from products.
Services are performed for the person (or property), experiences happen within the person.
A result (benefit) of the paid experiences is the creation of a lasting memory. To an extreme, experiences even change the individual(transformation). The individual pays not just foranother product or service, but the experience.
This chapter discuss the role of a company’s salespeople in creating value for customers and building customer relationships, identify and explain the six major sales force management steps, discuss the personal selling process, distinguishing between transaction-oriented marketing and relationship marketing,...
So far you have learnt how to record transactions in the accounting books by means of debit and
credit entries. At the end of each accounting period the figures in each account are examined in
order to summarise the situation they present. This will often, but not always, be a year if you
are calculating profit. It will be at least once a month if you want to see what is happening with
respect to particular accounts. Probably the most obvious reason for this is to find out how
much our customers owe us for goods we have sold to them. In most businesses this...
Personal Selling Defined: A form of person to person
communication in which a
salesperson works with
prospective buyer and attempts
to influence purchase in the
direction of his or her
company’s products or services. Importance of Personal Selling:
Allows the firm to
immediately respond to the
needs of the prospect. Allows for immediate
Phần 2: Psychographic/Lifestyle Trends – Xu hướng Phong cách và Lối sống Yếu tố này bao gồm 4 mảng lớn: 1. 2. 3. 4. Activities: Công việc, sở thích và những sự kiện xã hội Interests: Gia đình, cộng đồng Opinions: Chính trị, kinh tế, văn hóa Personalities: Tính cách, cách ứng xử
Người làm marketing dựa vào các yếu tố như thế để xác định insights của từng nhóm khách hàng và chọn ra nhóm khách hàng mục tiêu cho mình....
This book takes a novel approach to the presentation and understanding of a controversial topic in
modern-day society: hacking. The term hacker was originally used to denote positively-motivated individuals
wanting to stretch the capabilities of computers and networks. In contrast, the term cracker was
a later version of the term, used to denote negatively-motivated individuals wanting to take advantage
of computers and networks’ vulnerabilities to cause harm to property or persons, or to personally gain
To be a good programmer is difficult and noble. The hardest part of making real a collective vision
of a software project is dealing with one's coworkers and customers. Writing computer programs
is important and takes great intelligence and skill. But it is really child's play compared to
everything else that a good programmer must do to make a software system that succeeds for both
the customer and myriad colleagues for whom she is partially responsible. In this essay I attempt
to summarize as concisely as possible those things that I wish someone had explained to me when
I was twenty-one...
Advances in computer technology and information systems have created
new opportunities as well as challenges to the management of information resources.
In the past two decades or so, information management has become a
key issue of interest to both researchers and practitioners since the advent of
computers. The issue has become more of a concern and a challenge to both
communities with the tremendous advances in computer technology and information
systems in recent times.
After the World War II, in response to “customer satisfaction”, many of the quality
improvement tools that we still use extensively today such as control charts, process
capability, and value analysis were developed and widely used in a wide range of
organizations from industry to health sector. Then, more recently, quality circles and
total quality management have shown the power of team-based process improvement.
This book provides a short introduction to the management concepts
that have most infl uenced companies over the past century or so, and
to some of the more infl uential people behind them. These people and
their ideas are no longer confi ned to the pages of learned management
journals or to the lecture halls of prestigious business schools. Many are
mentioned nowadays in the pages of the everyday business press and in
general-management training material. Yet few of them are familiar to the
average person in an offi ce....
Tiểu luận phương pháp nghiên cứu khoa học: “Service personal values and customer loyalty” A study of banking services in a transitional economy nhằm mục đích sử dụng khái niệm giá trị dịch vụ cá nhân để dự đoán sự hài lòng của khách hàng và lòng trung thành đối với dịch vụ ngân hàng, ngoài ra cũng xác nhận ba thành phần của giá trị dịch vụ cá nhân.
Greetings are formal and the oldest person is always greeted first.
Handshakes are the most common form of greeting with foreigners.
Many Chinese will look towards the ground when greeting someone.
Address the person by an honorific title and their surname. If they want to move to a
first-name basis, they will advise you which name to use.
The Chinese have a terrific sense of humour. They can laugh at themselves most readily
if they have a comfortable relationship with the other person. Be ready to laugh at
yourself given the proper circumstances....
ValueSpace—we hold it in utmost admiration.
ValueSpace—it is to us the be-all and the end-all of all business
activity, the only purpose of all organizations, all business enterprises. It
is the only justifiable goal of all reengineering, organizational renewal,
entrepreneurship, and corporate innovation. And it is the only path for
sustained growth, for winning the battle for market leadership. It is the
space where true market value is created—for shareholders, for
employees, and most of all, for customers....