Serving Online Customers

Author: Donald A. Barclay
Publisher: Rowman & Littlefield
ISBN: 0810887339
Size: 10.84 MB
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Serving Online Customers from the Author: Donald A. Barclay. Before the Web existed, anyone who wanted free information had to use the library. Now, a wealth of information on every possible service is accessible online. To compete in the digital age, libraries must provide outstanding customer service to their virtual users. In Serving Online Customers: Lessons for Libraries from the Business World, Donald A. Barclay carefully examines business literature to identify the best customer service practices of online companies and shows readers how to adapt these practices to the library environment. Chapter coverage includes these critical areas: Improving the Self-Service Experience Bringing Reference Service to the Online Customer Adding Libraries to the Distance Education Mix Designing Library Websites for Both Trust and Pleasure Implementing Recommendation Agents and Avatars into Online Services Linking Continuous Assessment to Online Service Improvement This book will help any library greatly enhance their online users’ experience and help bring new users to the library.

Von Crm Zu Cmr

Author: Frederick Newell
Publisher: Campus Verlag
ISBN: 9783593374215
Size: 12.81 MB
Format: PDF, ePub, Docs
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Von Crm Zu Cmr from the Author: Frederick Newell.

Why Crm Doesn T Work

Author: Frederick Newell
Publisher: John Wiley & Sons
ISBN: 9780470884805
Size: 35.48 MB
Format: PDF, Docs
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Why Crm Doesn T Work from the Author: Frederick Newell. CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make customers happy and, at the same time, improve ROI? Is there a practical, affordable way to get customers to say what they really want? In Why CRM Doesn't Work, leading international marketing consultant Frederick Newell explains why it's time to change the game to CMR (Customer Management of Relationships). CMR allows companies to empower customers so they'll reveal what kind of information they want, what level of service they want to receive, and how to communicate with them--where, when, and how often. It is a bold solution for businesspeople at all levels in all industries who want to stay ahead of the curve in the development of customer loyalty. Newell shows by lesson and example why the current CRM isn't working, what needs to change, and how to put the CMR philosophy to work--without additional expense. The book includes case studies of good and bad relationship marketing from companies as diverse as Kraft Foods, Procter & Gamble, Budweiser, Charles Schwab, Dell, IBM, Lands' End, Sports Authority, Radio Shack, and Staples. With the knowledge in this book, a company can learn to build long-term relationships and bring in profits instead of relying on one-time sales. Why CRM Doesn't Work is important reading for companies of every size that are trying to satisfy and sell to today's consumer.

The Sage Encyclopedia Of Quality And The Service Economy

Author: Su Mi Dahlgaard-Park
Publisher: SAGE Publications
ISBN: 1506315054
Size: 68.72 MB
Format: PDF, Mobi
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The Sage Encyclopedia Of Quality And The Service Economy from the Author: Su Mi Dahlgaard-Park. Society, globally, has entered into what might be called the “service economy.” Services now constitute the largest share of GDP in most countries and provide the major source of employment in both developed and developing countries. Services permeate all aspects of peoples’ lives and are becoming inseparable from most aspects of economic activity. “Quality management” has been a dominating managerial practice since World War II. With quality management initially associated with manufacturing industries, one might assume the relevance of quality management might decrease with the emergence of the service economy. To the contrary, the emergence of the service economy strengthened the importance of quality issues, which no longer are associated only with manufacturing industries but are increasingly applied in all service sectors, as well. Today, we talk not only about product or service quality but have even expanded the framework of quality to quality of life and quality of environment. Thus, quality and services have emerged in parallel as closely interrelated fields. The Encyclopedia of Quality and the Service Economy explores such relevant questions as: What are the characteristics, nature, and definitions of quality and services? How do we define quality of products, quality of services, or quality of life? How are services distinguished from goods? How do we measure various aspects of quality and services? How can products and service quality be managed most effectively and efficiently? What is the role of customers in creation of values? These questions and more are explored within the pages of this two-volume, A-to-Z reference work.

New Directions In Intelligent Interactive Multimedia Systems And Services 2

Author: Ernesto Damiani
Publisher: Springer Science & Business Media
ISBN: 3642029361
Size: 71.35 MB
Format: PDF
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New Directions In Intelligent Interactive Multimedia Systems And Services 2 from the Author: Ernesto Damiani. This volume contains the Proceedings of the 2nd International KES Symposium on Intelligent Interactive Multimedia Systems and Services (KES-IIMSS 2009) This second edition of the KES-IIMSS Symposium was organized by the Department of Information Technologies of the University of Milan, Italy in conjunction with Hanyang University, Korea and KES International. KES-IIMSS is a new series of international scientific symposia aimed at presenting novel research in the fields of intelligent multimedia systems relevant to the development of a new generation of interactive services. The major theme underlying KES-IIMSS 2009 is the rapid integration of multimedia processing techniques within a new wave of user-centric services and processes. Indeed, pervasive computing has blurred the traditional distinction between conventional information technologies and multimedia processing, making multimedia an integral part of a new generation of IT-based interactive systems. This volume can provide useful insight to researchers, professors, and graduate students in the areas of multimedia and service-oriented computing, as it reports novel research work on challenging open issues in the area of intelligent multimedia services.

Practical Applications Of Intelligent Systems

Author: Yinglin Wang
Publisher: Springer Science & Business Media
ISBN: 3642256589
Size: 28.66 MB
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Practical Applications Of Intelligent Systems from the Author: Yinglin Wang. Proceedings of the Sixth International Conference on Intelligent System and Knowledge Engineering presents selected papers from the conference ISKE 2011, held December 15-17 in Shanghai, China. This proceedings doesn’t only examine original research and approaches in the broad areas of intelligent systems and knowledge engineering, but also present new methodologies and practices in intelligent computing paradigms. The book introduces the current scientific and technical advances in the fields of artificial intelligence, machine learning, pattern recognition, data mining, information retrieval, knowledge-based systems, knowledge representation and reasoning, multi-agent systems, natural-language processing, etc. Furthermore, new computing methodologies are presented, including cloud computing, service computing and pervasive computing with traditional intelligent methods. The proceedings will be beneficial for both researchers and practitioners who want to utilize intelligent methods in their specific research fields. Dr. Yinglin Wang is a professor at the Department of Computer Science and Engineering, Shanghai Jiao Tong University, China; Dr. Tianrui Li is a professor at the School of Information Science and Technology, Southwest Jiaotong University, China.

The Customer Rules

Author: Lee Cockerell
Publisher: Crown Business
ISBN: 0770435610
Size: 16.89 MB
Format: PDF
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The Customer Rules from the Author: Lee Cockerell. The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business – any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example: Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?" Rule #19: Be a Copycat Rule #25. Treat Every Customer like a Regular Rule #39: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere. From the Hardcover edition.

Mastering Online Marketing

Author: Mitch Meyerson
Publisher: Entrepreneur Press
ISBN: 1613080360
Size: 34.44 MB
Format: PDF, Docs
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Mastering Online Marketing from the Author: Mitch Meyerson. Learn to avoid the #1 problem that plagues most online businesses—an under-performing website. The rise in online shopping has led countless entrepreneurs to jump on the e-commerce bandwagon—but despite their big dreams and hard work, most fail. This book shows them how to succeed in grabbing their piece of the e-commerce pie. Forgoing get-rich-quick hype for best practices and solid marketing principles, two world-class online marketers offer an unbeatable 12-step system that creates a profitable and sustainable online business. Hundreds of proven strategic and tactics, as well as dozens of time-saving web resources, help you jumpstart the process. The authors reveal the 10 most common e-commerce mistakes and offer fail-safe strategies for avoiding them. Innovative automation strategies save you time and money and help you create new streams of passive income. Featuring current technology—including Web 2.0 innovations, web conferencing, podcasts, blogging and more—this comprehensive manual puts website owners on the road to profitability.

Infoworld

Author:
Publisher:
ISBN:
Size: 34.95 MB
Format: PDF
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Infoworld from the Author: . InfoWorld is targeted to Senior IT professionals. Content is segmented into Channels and Topic Centers. InfoWorld also celebrates people, companies, and projects.

Infoworld

Author:
Publisher:
ISBN:
Size: 47.53 MB
Format: PDF, ePub
View: 6087
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Infoworld from the Author: . InfoWorld is targeted to Senior IT professionals. Content is segmented into Channels and Topic Centers. InfoWorld also celebrates people, companies, and projects.