Emotional value: creating strong bonds with your customers
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
San Francisco, CA
Berrett-Koehler Publishers
©2000
|
| Schlagworte: | |
| Online-Zugang: | FAW01 FAW02 Volltext |
| Beschreibung: | Includes bibliographical references and index 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 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 |
| Beschreibung: | 1 Online-Ressource (xviii, 310 pages) |
| ISBN: | 0585288909 1282545809 1609943414 9780585288901 9781282545809 9781576750797 9781609943417 |
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| 245 | 1 | 0 | |a Emotional value |b creating strong bonds with your customers |c Janelle Barlow and Dianna Maul ; foreword by Michael Edwardson |
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| 500 | |a 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 | ||
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Datensatz im Suchindex
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| any_adam_object | |
| author | Barlow, Janelle |
| author_facet | Barlow, Janelle |
| author_role | aut |
| author_sort | Barlow, Janelle |
| author_variant | j b jb |
| building | Verbundindex |
| bvnumber | BV043114962 |
| collection | ZDB-4-EBA |
| ctrlnum | (OCoLC)45728172 (DE-599)BVBBV043114962 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:17:53Z |
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| isbn | 0585288909 1282545809 1609943414 9780585288901 9781282545809 9781576750797 9781609943417 |
| language | English |
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| physical | 1 Online-Ressource (xviii, 310 pages) |
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| spelling | Barlow, Janelle Verfasser aut Emotional value creating strong bonds with your customers Janelle Barlow and Dianna Maul ; foreword by Michael Edwardson San Francisco, CA Berrett-Koehler Publishers ©2000 1 Online-Ressource (xviii, 310 pages) txt rdacontent c rdamedia cr rdacarrier Includes bibliographical references and index 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 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 Service à la clientèle BUSINESS & ECONOMICS / Customer Relations bisacsh Customer services fast Wirtschaft Customer services Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Beziehungsmanagement (DE-588)4326109-7 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s Beziehungsmanagement (DE-588)4326109-7 s 1\p DE-604 Maul, Dianna Sonstige oth http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=41422 Aggregator Volltext 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Barlow, Janelle Emotional value creating strong bonds with your customers Service à la clientèle BUSINESS & ECONOMICS / Customer Relations bisacsh Customer services fast Wirtschaft Customer services Kundenmanagement (DE-588)4236865-0 gnd Beziehungsmanagement (DE-588)4326109-7 gnd |
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| title | Emotional value creating strong bonds with your customers |
| title_auth | Emotional value creating strong bonds with your customers |
| title_exact_search | Emotional value creating strong bonds with your customers |
| title_full | Emotional value creating strong bonds with your customers Janelle Barlow and Dianna Maul ; foreword by Michael Edwardson |
| title_fullStr | Emotional value creating strong bonds with your customers Janelle Barlow and Dianna Maul ; foreword by Michael Edwardson |
| title_full_unstemmed | Emotional value creating strong bonds with your customers Janelle Barlow and Dianna Maul ; foreword by Michael Edwardson |
| title_short | Emotional value |
| title_sort | emotional value creating strong bonds with your customers |
| title_sub | creating strong bonds with your customers |
| topic | Service à la clientèle BUSINESS & ECONOMICS / Customer Relations bisacsh Customer services fast Wirtschaft Customer services Kundenmanagement (DE-588)4236865-0 gnd Beziehungsmanagement (DE-588)4326109-7 gnd |
| topic_facet | Service à la clientèle BUSINESS & ECONOMICS / Customer Relations Customer services Wirtschaft Kundenmanagement Beziehungsmanagement |
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