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顧客3.0:人+服務流程+科技應用的綜合

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顧客3.0:人+服務流程+科技應用的綜合
Product Code:
443381
Model:
9789866254598
Product by:
中國生產力中心
Status:
Available Now
Delivery:
Usually ships within 4 to 6 weeks
Delivery Fee:
WM - FREE
EM - RM 12.72
FREE shipping within Malaysia for orders over RM 79.00
Rewards:
49 Points
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RM 62.50
RM 49.38
21%
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Product Information

ISBN: 9789866254598

出版日期: 2015-09-01

作者: 約翰.古德曼

譯者: 池熙璿

裝訂: 平裝.單色印刷.312頁.

 

  你知道什麼是顧客1.0?顧客2.0?顧客3.0?

  你知道如何綜合運用「人 + 服務流程 + 科技應用」等元素,提供從頭到尾完整的顧客經驗嗎?

  本書以「運用積極服務、科技,以及情感連結,提供具有量化評估收益能力的完整顧客經驗」為主題,進行討論與分享。詳細說明強化顧客經驗的策略,以及如何針對提供服務所獲得的回報,做精準的量化評估,讓顧客經驗與公司收益皆獲得最大的滿足。此外,也進一步闡述要創造成功顧客經驗,不可忽略以下這些關鍵字:從頭到尾完整的服務、針對收益做量化評估、積極服務,以及運用科技。

 

作者簡介
約翰.古德曼



作者簡介



約翰.古德曼 (John A. Goodman)


  CCMC (Customer Care Measurement and Consulting) 副總裁。

  過去超過40年,Goodman先生管理超過1000個顧客服務研究,管理超過1000客戶關係案例,包含白宮政府客訴評估及企業擅長口碑研究,如:可口可樂消費者教育研究、客戶關係、客訴處理、客戶聲音等標竿案例研究與客戶服務技術。他也協助Toyota、Honda等企業建立800顧客事務服務系統;IBM、Apple和HP則為顧客協助系統建置與策略規劃。



譯者簡介



池熙璿


  淡江大學傳播研究所碩士,在行銷、公關、顧客關係專業上,累積超過十五年的實務經驗,曾任職媒體、科技公司、消費品公司等不同產業,並對傳播領域未來發展與研究抱持濃厚興趣。譯作有《這就是服務設計思考! 》(中國生產力中心)、《別為了主管換工作》(高寶)、《行銷天才》(中國生產力中心)等。

顧客3.0:人+服務流程+科技應用的綜合
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Shipping Information
ZoneWeightDelivery Fee (RM)
West MalaysiaFirst 2.00 kg5.30
West MalaysiaAdditional 1.00 kg2.12
East MalaysiaFirst 1.00 kg12.72
East MalaysiaAdditional 1.00 kg12.72

ZoneOrder Price Range (RM)Delivery Fee (RM)
West MalaysiaAbove 39.00FREE
East MalaysiaAbove 79.00FREE

 

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