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Kobo ebook

|September 17, 2010

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Berry-AMA Book Prize FINALIST 2011! “The Right Sensory Mix” is one of the four best marketing books in 2011 according to the American Marketing Association Foundation. The Berry-AMA Book Prize is awarded annually be the Foundation (AMAF) and recognizes books…
Kobo ebook

|September 16, 2016

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This book focuses on the concept of “brand hate” and consumer negativity in today’s digital markets. It explores the emotional detachment consumers generate against valued brands and how negative experiences affect their and other consumers' loyalty. In today's…

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The vertical/functional hierarchy has been the mainstay of business since the industrial revolution. But it has its problems. In fact, the vertical design all but guarantees fragmented tasks, overspecialization, fiefdoms, turf wars, the urge to control from the…
Paperback

|January 15, 2011

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With more choice than ever before, customers today have high expectations of products and services. Businesses need a top-notch customer services system in place, and Customer Care Excellence explains how to achieve just that. In clear, practical language, this…

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This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer…
Paperback

|This title releases November 30, 2017

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.Based on research in more than 300 innovative companies, the visionary insights of bestselling author Steven Van Belleghem provide an answer on how to be customer-oriented in a world of automatization and digitalization .With a chapter by expert Peter Hinssen…
Hardcover

|January 1, 1994

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In Synchroservice!, Schonberger, teaming up with Edward M. Knod, Jr., targets leading-edge world-class excellence strategies for the service industry, giving you everything you need to design and execute a synchronized service strategy. Through practical advice…

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* Includes both a client and supplier perspective of market research on customer satisfaction and loyalty
Kobo ebook

|August 3, 2012

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$58.99

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Creating the Strategy is a practical guide that brings together the most important elements of business strategy, B2B marketing theory and sales management. Aimed at those wanting to structure their organizations around the winning and keeping of customers in B2B…