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Having a customer-centric business model has evolved from being a nice-to-have to a must-have for any organization. A focus on products and services alone is no longer enough to outstrip the competition. In the current digital ecosystem, consumers can instantly compare products, prices and services with the touch of a button from the comfort of their home. Therefore, every organization must now focus on their overall customer experience to achieve the tricky but imperative balance between efficiency and personalization. In The Power of Customer Experience , Martin Newman presents…mehr
Having a customer-centric business model has evolved from being a nice-to-have to a must-have for any organization. A focus on products and services alone is no longer enough to outstrip the competition.
In the current digital ecosystem, consumers can instantly compare products, prices and services with the touch of a button from the comfort of their home. Therefore, every organization must now focus on their overall customer experience to achieve the tricky but imperative balance between efficiency and personalization.
In The Power of Customer Experience, Martin Newman presents clear data that proves the direct link between customer-centricity with profit and shareholder value. Drawing on examples from well-known companies like JD Sports, Delta Airlines, Lego, Selfridges, BMW, Hilton, Deliveroo and Uber, it analyses how organizations provide the most effective customer experience, and reveals the strategies that have allowed them to succeed.
Featuring tips and tools throughout, it will enable readers to understand the impact of customer centricity on some of the best known brands, to gain invaluable insights that can be used to grow emerging brands and revitalize existing brands.
Martin Newman based in London, UK, is founder of Customer Service Action and The Customer First Group. Known as the Consumer Champion, he is a force for positive change for both consumers and brands and appears regularly on BBC TV and Radio, Sky, ITV, Channel 5, LBC, The Times, FT and more, to discuss consumer issues relating to the retail, travel, casual dining, automotive and financial services sectors. Amongst his many accolades, Martin has featured in Retail Week's top 50 eTail Power List for five years in a row, has been named in the Retail Insiders top 100 Retail Movers & Shakers list for several years consecutively and the British Vogue Online Fashion 100. Martin has leveraged his 37 years of experience working in consumer sectors heading up the multichannel operations of some of the world's leading brands including Burberry, Intersport, Pentland Brands (Speedo, Berghaus), Harrods and Ted Baker to author the bestselling 100 Practical Ways to Improve Customer Experience (which was shortlisted for the Business Book of the Year Awards 2019) and his new book, The Power of Customer Experience. A successful entrepreneur, following his career in the consumer sector, he founded and scaled a global ecommerce and digital consultancy, Practicology, to 100 people with offices across the UK, EU, Middle East and Asia, and subsequently sold in 2018 to the US company Pattern. Today, he is a Non-Executive Chairman of the Scout Store, Chairman of the advisory board for Mayborn Group, a board advisor to Clearpay, a Trustee of In Kind Direct and a member of the prestigious KPMG IPSOS Retail Think Tank.
Inhaltsangabe
Section 00: Introduction Section 01: The fundamental building blocks for sustainable commercial success; Section 02: Buy less, eat better, experience more; Section 03: The fallen The brands that have sadly bitten the dust and why; Section 04: The resurrected; Section 05: Brands that have stood the test of time and why; Section 06: Customer centricity it all adds up; Section 07: Employee first The first building block in driving customer centric transformation; Section 08: Purpose before profit The shift from value to values; Section 09: Diversity and inclusion On the outside and the inside; Section 10: Commercially successful disruptive business models in consumer sectors; Section 11: If you were starting a retail business today, what would it look like?; Section 12: To infinity and beyond What makes a successful bank, airline and car dealer in the 2020s?; Section 13: We all gravitate towards social people The same can be said of brands; Section 14: Generation Z will show us the way; Section 15: The road map to customer centricity; Section 16: Index
Section 00: Introduction Section 01: The fundamental building blocks for sustainable commercial success; Section 02: Buy less, eat better, experience more; Section 03: The fallen The brands that have sadly bitten the dust and why; Section 04: The resurrected; Section 05: Brands that have stood the test of time and why; Section 06: Customer centricity it all adds up; Section 07: Employee first The first building block in driving customer centric transformation; Section 08: Purpose before profit The shift from value to values; Section 09: Diversity and inclusion On the outside and the inside; Section 10: Commercially successful disruptive business models in consumer sectors; Section 11: If you were starting a retail business today, what would it look like?; Section 12: To infinity and beyond What makes a successful bank, airline and car dealer in the 2020s?; Section 13: We all gravitate towards social people The same can be said of brands; Section 14: Generation Z will show us the way; Section 15: The road map to customer centricity; Section 16: Index
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