Superior customer value finding and keeping customers in the now economy / Art Weinstein.
| Author/creator | Weinstein, Art |
| Format | Electronic |
| Edition | Fourth edition. |
| Publication Info | New York, NY : Routledge, 2019. |
| Description | pages cm |
| Supplemental Content | Full text available from Taylor & Francis eBooks |
| Subjects |
| Contents | Customers want exceptional value now! -- Be customer-centric -- Business models and value propositions -- Segmentation and customer value -- Service excellence -- Quality, price and image -- Building rock-solid customer relationships -- Customer value metrics -- Customer loyalty and retention. |
| Abstract | "Superior Customer Value is a state-of-the-art guide to designing, implementing, and evaluating a customer value strategy in service, technology, and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework--speed, service, selection, sociability and selection. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader's thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, Millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics, and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences"-- Provided by publisher. |
| General note | Edition statement from publisher's website. |
| Bibliography note | Includes bibliographical references. |
| Access restriction | Available only to authorized users. |
| Technical details | Mode of access: World Wide Web |
| Genre/form | Electronic books. |
| LCCN | 2018034616 |
| ISBN | 9780815380009 (hardback) |
| ISBN | 9780815390930 (paperback) |
| ISBN | (eBook) |
| ISBN | ebook |
Availability
| Library | Location | Call Number | Status | Item Actions |
|---|---|---|---|---|
| Electronic Resources | Access Content Online | ✔ Available |