Your Customer Rules! : Delivering the Me2B Experiences That Todays Customers Demand
| Year of publication: |
2014 ; Online-Ausg.
|
|---|---|
| Authors: | Price, Bill |
| Other Persons: | Jaffé, David (contributor) |
| Publisher: |
Hoboken : Wiley |
| Subject: | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Marketingmanagement | Marketing management |
| Description of contents: |
Good Stories: Letting Data Speak
Table of Contents [gbv.de]
; Description [swbplus.bsz-bw.de]
|
| Extent: | Online-Ressource (1 online resource (269 p.)) |
|---|---|
| Series: | |
| Type of publication: | Book / Working Paper |
| Language: | English |
| Notes: | Description based upon print version of record Cover; Title Page; Copyright; Contents; Preface; Chapter 1 From B2C to Me2B; What Used to Work, Doesn't Work Anymore; Welcome to the Me2B World: Now Your Customer Rules!; Back to Fundamentals in the Me2B Era; What Drives Me2B Leaders; The Foundations of Me2B Success; Chapter 2 You Know Me, You Remember Me; You Know Me Everywhere and All the Time; Bad Stories: Fractured Communication; Good Stories: The 360-Degree View; You Never Ask What You Already Know; Bad Stories: Putting the Customer to Work; Good Stories: Personalized Experiences; You Know My Preferences Bad Stories: Forced ConversationsGood Stories: Fast Transactions; You Predict My Needs Intelligently; Bad Stories: Slow Learners; Good Stories: Winning Entertainment; You Know Me and Mine; Bad Stories: Limited Recognition; Good Stories: VIP Treatment; You Know When I Don't Want to Be Known; Bad Stories: Privacy Breach; Good Stories: Opting Out; Why "You Know Me, You Remember Me" Is So Important; Meet the Challenge: You Know Me, You Remember Me; Integrate Technology; Integrate Processes; Integrate Across the Organization; Make Sure Knowledge Travels Across Channels and Tools Develop a Design PhilosophyChapter 3 You Give Me Choices; You Let Me Choose "What" and "How Much"; Bad Stories: Limited Information and the Danger of Spam; Good Stories: Guided Selection; You Let Me Decide How and Where I Do Things; Bad Stories: Unintended Consequences; Good Stories: Service on the Customers' Terms; I Can Do It on My Time; Bad Stories: Phony Support; Good Stories: 24/7 Convenience; You Give Me the Advice That I Need, When I Need It; Bad Stories: Hidden Availability, Limited Info; Good Stories: Virtual Guides; I Get to Control with Whom I Work; Bad Stories: Failure to Delegate Good Stories: Caring by SharingYou Let Me Design It; Bad Stories: Cutting the Customer Out; Good Stories: DIY Everything; Why "You Give Me Choices" Is So Important; Meet the Challenge: You Give Me Choices; Pay Attention to Changes in Customer Behaviors and Needs; Leave Customer Feedback Open-Ended; Add Options; Make Choice Work; Chapter 4 You Make It Easy for Me; You Make It Easy for Me to Buy from You; Bad Stories: Keep Me Grounded on Every Ticket; Good Stories: Simpler Is Better; You Allow Me to Use Your Product or Service Without Contacting You Bad Stories: Software Bumps and Backlog BumpsGood Stories: Solving Problems Before They Happen; You Let Me Make the Process Easy for Me; Bad Stories: Tuned to the Wrong Channel; Good Stories: Intelligent Design; You Don't Make Me Have to Learn How to Navigate Your Organization; Bad Stories: Customer-Facing Complexity; Good Stories: Putting the Customer First; You Get It Right for Me the First Time-or If Not, You Fix It Once and for All; Bad Stories: Twenty-Seven Contacts; Good Stories: Melting Snowballs and Handling Complexity; You Don't Ask Me About My Effort; Bad Stories: Surveys of Doom Good Stories: Letting Data Speak |
| ISBN: | 978-1-118-95481-2 ; 978-1-118-95477-5 ; 978-1-118-95477-5 |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012684081