Winning at Social Customer Care

How Top Brands Create Engaging Experiences on Social Media

Author: Dan Gingiss

Publisher: Createspace Independent Publishing Platform

ISBN: 9781542732383

Category:

Page: 183

View: 4064

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This is the kind of book that you don't read once; you read it forever.-Jay Baer, president of Convince and Convert and author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers Social media has changed customer service forever. It has shifted power from brands to consumers, requiring a different way of thinking about customer engagement. Dan Gingiss has interviewed dozens of business leaders on his podcast, Focus on Customer Service. From those conversations and his own real-world experience at multiple Fortune 300 companies, Gingiss has developed a series of best practices called "8 Steps to Winning at Social Customer Care." Learn how to: navigate social media's growing role in the overall customer experience develop your own Social Customer Care Philosophy decide which technology provider fits with your company recruit and train a stellar team of social customer service agents establish a scalable process, including crisis management and proactive customer service integrate Social Customer Care with the rest of your business Gingiss gives you an invaluable glimpse at how top brands are "winning" at customer service in social media, and provides the tools for you to do the same at your company.

Boundary Blurred: A Seamless Customer Experience in Virtual and Real Spaces

Proceedings of the 2018 Academy of Marketing Science (AMS) Annual Conference

Author: Nina Krey,Patricia Rossi

Publisher: Springer

ISBN: 3319991817

Category: Business & Economics

Page: 612

View: 6277

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“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Jeff Bezos, Founder and CEO of Amazon.com This proceedings volume explores the ways in which marketers can learn about customers through big data and other sources to create an enhanced customer experience. Consumers today do not simply demand engaging online or offline experiences anymore; they increasingly focus on one seamless experience throughout their journey across virtual and real spaces. While shopping in a physical store, consumers are checking their smart phones for customer reviews and competitive information, and catching a Pokémon or two at the same time. Online experience is no longer only about price shopping and convenience, and offline is no longer only about SKUs. Individual channels matter less and less; it is the omni-channel experience that is becoming main-stream. Marketers need to keep pace and continually adapt and contribute to the changing consumer landscape. Through countless touchpoints across different channels and media, marketers today can learn more about their customers and are better equipped than ever to provide them with a desired augmented experience: easy, fun, engaging, and efficient. Featuring the full proceedings from the 2018 Academy of Marketing Science (AMS) Annual Conference held in New Orleans, Louisiana, this volume provides ground-breaking research from scholars and practitioner from around the world that will help marketers continue to engage their customers in this new landscape. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses, and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complementing the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.

Never Lose a Customer Again

Turn Any Sale into Lifelong Loyalty in 100 Days

Author: Joey Coleman

Publisher: Penguin

ISBN: 0735220042

Category: Business & Economics

Page: 384

View: 5790

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Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.

Social Customer Experience

Engage and Retain Customers through Social Media

Author: Dave Evans,Joe Cothrel

Publisher: John Wiley & Sons

ISBN: 1118927125

Category: Business & Economics

Page: 384

View: 5806

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Social Customer Experience: Engage and Retain Customers through Social Media builds on the prior works of author Dave Evans. As an update to Evans’s earlier book Social Media Marketing, the new Social Customer Experience connects the early cases presented in 2010 with significant, contemporary examples, key concepts, and best practices associated with the adoption of social technology by global brands. This latest edition offers a blueprint for transforming your organization’s disparate social initiatives into a unified social experience strategy. Most people know that social technologies are transforming business, but few understand how those changes are happening across the organization. Whether in marketing, communications, customer care, digital media or product development these changes shape the way in which business manage the experience their customers have with the brand. Filled with practical examples of what to do, and illustrated with cases taken from real companies, Social Customer Experience fills in the gaps for companies who want to do more with social than just listen and experiment. Part I lays the groundwork by explaining the three waves of change that combine to form social customer experience: social technologies and their impact on Web 1.0 digital infrastructures; social customers and their impact on marketing and support operations; and the new discipline of customer experience management that is reframing the old sales-and-service-centric ways of thinking about how companies relate to customers. Part I concludes by defining the social customer experience ecosystem, both on and off your own web domain. Part II, “Your Social Presence,” puts you on the ground, with tactics and examples for how to apply social technologies and achieve your business objectives, how to measure and analyze social data and show business value, and how to implement a best-practice approach to avoid common traps and pursue proven opportunities. Part III digs deeper into the five building blocks of social customer experience: organization, platform, content, people and tools. What’s a social experience organization look like? What systems need to be in place? How do you get the most out of the social “objects” – content and other assets – that are the byproduct of great social customer experiences? How do connections between customers – the social graph – come into play? And what applications will you use – literally, what will you empower your customers to do? Part III answers these questions in the practical, method-driven style of authors Dave Evans and Joe Cothrel. Social Customer Experience features detailed exercises that show you how to translate learning into action, hands-on tutorials using today’s social media tools and platforms, and compelling, modern case studies from organizations of all sizes—from the Fortune 500 to nonprofits and mom-n-pop main-street shops. As a bonus, the book also features resources and references to connect readers with the current thought leaders and sources of timely information. If you’re interested in business, and how business is being reshaped by social technology, Social Customer Experience will show you a path to a new relationship with your customers, customers not only buy your products and services but get more out of them and go on to become partners in your business–selling, supporting, and innovating on your behalf.

#AskGaryVee

Ein Entrepreneur über Social Media, Selbstbewusstsein, Gewinnen. ...

Author: Gary Vaynerchuk

Publisher: FinanzBuch Verlag

ISBN: 3960920474

Category: Self-Help

Page: 400

View: 9875

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Fast 50 Millionen aufgerufene Videos auf Youtube, 1,5 Millionen Follower bei Twitter, 2,2 Millionen bei Facebook, New York Times- und Wall Street Journal-Bestsellerautor – Gary Vaynerchuk ist einer der erfolgreichsten Social-Media-Gurus überhaupt. Seine Karriere liest sich wie ein modernes Märchen: Als Kind weißrussischer Einwanderer machte er aus dem Weingeschäft seines Vaters ein Millionen-Imperium – dank E-Commerce. Zusätzlich startete er seinen eigenen Video-Blog auf Youtube, den sich mittlerweile Millionen Gründer und Entrepreneure angesehen haben. In "#AskGaryVee" sind die nützlichsten und interessantesten Fragen des Video-Blogs mit Garys Antworten zusammengestellt und erweitert. Von erfolgreichen Twitter-Strategien für kleine Unternehmen über die Kunst, Promis für die eigene Marke zu gewinnen, bis hin zum wirksamen Launch neuer Produkte. Egal ob man sein eigenes Start-up gründet, in der Digitalbranche arbeitet oder in einer ganz klassischen Firma anheuert, "#AskGaryVee" ist das essenzielle Handbuch, um Großes zu leisten.

Das Social-Media-Marketing-Buch

Author: Dan Zarrella

Publisher: O'Reilly Germany

ISBN: 3868992383

Category:

Page: 254

View: 9342

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Unternehmen, Agenturen und Freiberufler stromen in soziale Netzwerke wie Facebook und entdecken die vielen anderen Moglichkeiten im Social Web. Doch aller Anfang ist schwer: Wer noch nicht Social Media-affin ist - und das sind nach wie vor so einige -, muss sich zunachst einmal einen Uberblick uber diese noch junge Medienlandschaft verschaffen. Wem es so geht, der findet in diesem Buchlein optimale Unterstutzung. Kompakt, prazise und gut verstandlich fuhrt Dan Zarrella in die vielseitigen "sozialen" Mediengattungen ein. Die deutsche Ausgabe prasentiert zusatzlich deutsche Dienste wie XING und Qype sowie Fallbeispiele aus dem deutschsprachigen Raum. Fur die 2. Auflage wurde das Buch komplett uberarbeitet und aktualisiert. Aus dem Inhalt: Was ist Social Media Marketing? Bloggen Twitter und Microblogging Soziale Netzwerke Mediasharing Social News, Bookmarking und Curation Social Location Sharing Verbraucherportale Foren Strategien fur Ihren Social Media-Auftritt Erfolgskontrolle

Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on Facebook (& Other Social Networks)

Author: Dave Kerpen

Publisher: McGraw Hill Professional

ISBN: 9780071769501

Category: Business & Economics

Page: 272

View: 8664

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THE NEW YORK TIMES AND USA TODAY BESTSELLER! The secret to successful word-of-mouth marketing on the social web is easy: BE LIKEABLE. A friend's recommendation is more powerful than any advertisement. In the world of Facebook, Twitter, and beyond, that recommendation can travel farther and faster than ever before. Likeable Social Media helps you harness the power of word-of-mouth marketing to transform your business. Listen to your customers and prospects. Deliver value, excitement, and surprise. And most important, learn how to truly engage your customers and help them spread the word. Praise for Likeable Social Media: Dave Kerpen's insights and clear, how-to instructions on building brand popularity by truly engaging with customers on Facebook, Twitter, and the many other social media platforms are nothing short of brilliant. Jim McCann, founder of 1-800-FLOWERS.COM and Celebrations.com Alas, common sense is not so common. Dave takes you on a (sadly, much needed) guided tour of how to be human in a digital world. Seth Godin, author of Poke the Box Likeable Social Media cuts through the marketing jargon and technical detail to give you what you really need to make sense of this rapidly changing world of digital marketing and communications. Being human — being likeable — will get you far. Scott Monty, Global Digital Communications, Ford Motor Company Dave gives you what you need: Practical, specific how-to advice to get people talking about you. Andy Sernovitz, author of Word of Mouth Marketing: How Smart Companies Get People Talking

Listen First!

Turning Social Media Conversations Into Business Advantage

Author: Stephen D. Rappaport

Publisher: John Wiley & Sons

ISBN: 9781118033746

Category: Business & Economics

Page: 320

View: 2950

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LISTEN FIRST! Shhh... Listen. Hear that? That's the sound of your business. The conversations taking place online and in the marketplace tell you nearly everything you need to know about your company and your customers—what people are saying about you, how they use your products, whether they'll buy or recommend your product, and how they respond to your marketing and advertising. Listening provides unrivaled insight. If you do it right, you'll have a decisive edge over your competition as you adapt faster to customer needs and market changes. Listening is ultimately about gaining business advantage. Based on authoritative research from the Adver-tising Research Foundation, Listen First! delivers a playbook for marketing and advertising success-fully in our conversational era. This book explains what listening is, how to do it, how it's used, and where it's headed. Done well, social media listening uncovers pivotal insights that guide marketing as well as product development, customer service, and just about all business functions that touch customers and other stakeholders. You'll learn the tools, winning plays, and proven tactics for listening so that you can: Understand what customers are thinking, feeling, and doing in their lives that affect demand and interest in your products or services Identify threats to your reputation See how customers position competing brands in their minds, not as advertisers position them Sense market shifts that threaten existing business or present new opportunities Develop new products or refine your current lineup by bringing customer voices into R&D, innovation, and concept testing Make your messages more relevant and sharpen targeting by directing messages to people according to their conversational interests Keep sales humming, even when business conditions might be unfavorable—or better predict short-term sales based on the volume and specifics of conversational activity Determine competitors' strengths and weaknesses Plan and buy advertising based on where conversations are happening Organize your company to maximize listening's value across all its departments Listen First! gives you evidence, research, and expert viewpoints that will enable you to take advantage of listening and build your business over the short term and for the long haul. If you want your company to have a sustainable business advantage in an uncertain world, it is time to start—and act on—listening.

Get Bold

Using Social Media to Create a New Type of Social Business

Author: Sandy Carter

Publisher: IBM Press

ISBN: 0132618311

Category: Business & Economics

Page: 267

View: 2331

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A systematic approach to creating and implementing winning social media strategies worldwide - from renowned expert and IBM VP Sandy Carter • •A specific, detailed, patented framework for driving more business value from social media on every continent, in any marketplace. •By an award-winning social media evangelist who has helped make social media work in 60+ countries. •Includes case studies and lessons learned from multiple business segments. •Links with IBM's new, high-profile 'Social Business' initiative. Get Bold offers the most systematic approach to creating a worldwide social media strategy that delivers maximum business value. Drawing on her unsurpassed social media experience in 60 countries, IBM Vice President Sandy Carter details a six-step 'A.G.E.N.D.A.' for integrating social media into any marketing strategy, and building a true 'social business.' Using practical examples and case studies, Carter shows how to: • •Align organizational goals and culture. •Gain friends through social trust. •Engage through experiences. •Network your business processes. •Design for PR recovery. •Analyze your data Get Bold helps you customize social media strategies to reflect the needs and preferences of customers in diverse regions and industries, as well as specific 'lessons learned' about your sectors and markets. Carter doesn't just offer a unique global perspective on social media: she provides 'patterns of success' that help you accelerate strategy formulation for your business. You'll find specific guidance for addressing a wide spectrum of challenges, from reducing cost and increasing revenue to building personalized and consistent interactions across customer touchpoints.

Facebook, YouTube, Xing & Co

gewinnen mit Social Technologies

Author: Charlene Li,Josh Bernoff

Publisher: N.A

ISBN: 9783446417823

Category:

Page: 294

View: 368

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Immer mehr Menschen nutzen "Social Technologies": Internet-Plattformen wie Facebook, YouTube und Twitter sowie Tools wie Podcasts, Wikis und Blogs, wo sie sich online austauschen. Dort finden sie, was sie suchen - Informationen, Produkte, Geschäftspartner oder einfach jemanden zum Chatten. Viele Unternehmen tun sich schwer mit den Social Technologies: Sie sind es nicht gewohnt, dass sich Kunden ganz unverblümt zu ihren Produkten äußern, statt die "offizielle" Produktwerbung zu schlucken. Aber ob es den Unternehmen gefällt oder nicht: Die Bedeutung der Social Technologies nimmt ständig weiter zu. Unternehmen, die diesen Trend ignorieren, sind jetzt schon erheblich im Nachteil gegenüber ihren Wettbewerbern - wer die Herausforderung annimmt, kann davon stark profitieren. Charlene Li und Josh Bernoff zeigen, wie Social Technologies funktionieren - und wie Unternehmen sie strategisch für sich nutzen können. Mehr als zwanzig konkrete Fallbeispiele zeigen, wie führende Unternehmen aus aller Welt und in ganz verschiedenen Branchen mit Social Technologies ihren Umsatz und ihren Gewinn steigern - und was Führungskräfte in allen Unternehmen davon lernen können. Charlene Li, vormals bei Forrester Research, ist nun als unabhängige Vordenkerin und Beraterin tätig. Josh Bernoff ist Vice President und Principal Analyst bei Forrester Research. Er rief kontinuierlich erhobene Umfragen zu Technologiethemen bei Forrester Research ins Leben. Durch seine Forschungen versucht er eine Antwort auf die Frage zu geben, wie Menschen Technologien nutzen.

Engage!, Revised and Updated

The Complete Guide for Brands and Businesses to Build, Cultivate, and Measure Success in the New Web

Author: Brian Solis

Publisher: John Wiley & Sons

ISBN: 9781118072790

Category: Business & Economics

Page: 336

View: 556

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The ultimate guide to branding and building your business in the era of the Social Web—revised and updated with a Foreword by Ashton Kutcher Engage! thoroughly examines the social media landscape and how to effectively use social media to succeed in business—one network and one tool at a time. It leads you through the detailed and specific steps required for conceptualizing, implementing, managing, and measuring a social media program. The result is the ability to increase visibility, build communities of loyal brand enthusiasts, and increase profits. Covering everything you need to know about social media marketing and the rise of the new social consumer, Engage! shows you how to create effective strategies based on proven examples and earn buy-in from your marketing teams. Even better, you'll learn how to measure success and ROI. Introduces you to the psychology, behavior, and influence of the new social consumer Shows how to define and measure the success of your social media campaigns for the short and long term Features an inspiring Foreword by actor Ashton Kutcher, who has more than 5 million followers on Twitter Revised paperback edition brings the book completely up to date to stay ahead of the lightning fast world of social media Today, no business can afford to ignore the social media revolution. If you're not using social media to reach out to your customers and the people who influence them, who is?

Die Kreativitäts-AG

Wie man die unsichtbaren Kräfte überwindet, die echter Inspiration im Wege stehen

Author: Ed Catmull,Amy Wallace

Publisher: Carl Hanser Verlag GmbH Co KG

ISBN: 3446440615

Category: Business & Economics

Page: 376

View: 5874

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Für jedes Unternehmen stehen Innovation und Kreativität ganz oben auf der Wunschliste. Doch nur wenige schaffen es, immer wieder Neues zu entwickeln. Pixar ist eines dieser Unternehmen. Die Pixar Animation Studios schreiben seit über 25 Jahren Erfolgsgeschichte mit Blockbustern wie "Toy Story", "Findet Nemo", "Cars" und vielen mehr. Ed Catmull, einer der Gründer von Pixar, gibt in seinem Buch tiefe Einblicke in die Unternehmensführung und das Management dieses außergewöhnlichen Unternehmens. Er zeigt, wie man mit Unsicherheit umgeht, zerstörerische Kräfte überwindet – und warum man viel mehr erreicht, wenn man den Mitarbeitern Freiheit gibt, statt sie zu kontrollieren.

Secrets of Social Media Marketing

How to Use Online Conversations and Customer Communities to Turbo-Charge Your Business!

Author: Paul Gillin

Publisher: Linden Publishing

ISBN: 1610350995

Category: Business & Economics

Page: 256

View: 7815

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"Secrets of Social Media Marketing" is a handbook for marketers and business owners to use in deciding how to employ the new social media for online marketing. Social media has quickly moved from the periphery of marketing into the forefront, but this is a new and quickly-evolving field and there are few established formulas for success. Building on the lessons set out in Gillin's acclaimed and oft-reviewed "The New Influencers: A Marketer's Guide to the New Social Media," this book provides practical advice on strategy, tools, and tactics. It is a hands-on manual that will educate marketers on how to extend their brands, generate leads, and engage customer communities using online tools.

Social Media ROI

Messen Sie den Erfolg Ihrer Marketing-Kampagne

Author: Olivier Blanchard

Publisher: N.A

ISBN: 9783827331113

Category:

Page: 356

View: 8399

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Onward

wie Starbucks erfolgreich ums Überleben kämpfte, ohne seine Seele zu verlieren

Author: Howard Schultz,Joanne Gordon

Publisher: John Wiley & Sons

ISBN: 3527506357

Category: Business & Economics

Page: 453

View: 3602

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Starbucks kann seit 1982 (dem Einstieg von Howard Schultz) ein rapides Wachstum vorweisen. So eröffneten weltweit immer mehr Filialen, in denen Kunden mit Kaffee und anderen Getränken versorgt wurden. Aber genau dieses "schneller, höher, weiter!" führte zu dem Problem, dass Starbucks seine Seele, sein typisches Flair zu verlieren begann. Die Coffee Houses, die sich immer gerühmt hatten, für jeden Kunden der drittwichtigste Platz im Leben nach dem eigenen Zuhause und der Arbeit zu sein, verkamen immer mehr zu Filialen jeder x-beliebigen Fastfood-Kette. Ein Grund für Howard Schultz, 2008 auf den Posten des CEO zurückzukehren, den er fast 8 Jahre zuvor verlassen hatte. Schon in einem öffentlich bekannt gewordenen Memo vom Februar 2007 hatte Schultz bemängelt, dass die "Romantik verschwunden sei" und dass es unbedingt nötig ist wieder "zum Kern zurückzukehren" und "das Erbe, die Tradition und die Leidenschaft für die wahre Starbucks-Erfahrung wieder hervorzurufen". Nun hat Schultz das geschafft, was ihm niemand zugetraut hätte: Er hat Starbucks zurück zu seinen Kernwerten geführt und somit wieder die Innovation ermöglicht, die für ein Überleben in dem sich schnell entwickelnden Kaffeemarkt nötig ist. Mit viel Leidenschaft und einem ausgeklügelten Plan brachte Schultz das Unternehmen wieder auf die Erfolgsspur - trotz vieler interner Widerstände und der allgemeinen Wirtschaftskrise. Dieses Buch beinhaltet die außergewöhnliche Geschichte dieser Transformation. Howard Schultz bietet dem Leser einen vertraulichen Einblick in seine tagtäglichen Entscheidungen: von nicht-öffentlichen Planungssitzungen in Seattle, bis hin zu Gesprächen mit Kaffeebauern in Ruanda und Präsentationen vor Investoren in New York während der größten wirtschaftlichen Tumulte der Finanzkrise. "Onward" ist mehr als ein einfaches Businessbuch. Äußerst inspirierend und unerwartet offen lässt uns Schultz an der Entwicklung von Starbucks teilhaben: dramatisch, emotional und so spannend wie ein Roman!

Customer-Centric Marketing

Build Relationships, Create Advocates, and Influence Your Customers

Author: Aldo Cundari

Publisher: John Wiley & Sons

ISBN: 1119102650

Category: Business & Economics

Page: 176

View: 1295

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The practical, expert guide to reaching the new consumer Customer-Centric Marketing is a comprehensive game plan on succeeding in the new marketing landscape by focusing on the customer. Written by one of Canada's top communications pioneers, this book examines the complex forces influencing the rise of empowered and demanding customers and outlines a framework that helps marketers exploit these forces to engage them. You'll find actionable advice to help you pull together these seemingly independent elements to create a customer-centric business model that is ideally positioned to take on the dynamic requirements of today's marketing environment, and learn the strategic rules that CMOs can use to model their organizations to win. Valuable insights on customer experience, innovation, content, social media, and operating strategies will help you formulate a workable plan, and when combined with the practical guidance and expert advice, enable you to put your plan into action today. The new purchasing journey has created a whole new set of customer touch points with unique needs, and has identified key activity areas that drive success or failure in the marketplace. This guide helps you sort it all out, and make your organization rise to the top. Define the new customer-purchasing journey Identify and influence the new consumer Engage, nurture, and utilize brand advocates to spread your message Position your organization to win in the new marketplace As customers evolve, smart companies evolve with them, and, with a track record that speaks for itself, putting the customer at the center of strategic thinking is the key to a winning plan,. Consumer evolution is happening more rapidly than ever before, and keeping your organization out in front has never been more important. Customer-Centric Marketing provides the concrete framework, expert insight, and actionable advice that turns strategy into reality.

Win with Advanced Business Analytics

Creating Business Value from Your Data

Author: Jean-Paul Isson,Jesse Harriott

Publisher: John Wiley & Sons

ISBN: 1118417089

Category: Business & Economics

Page: 416

View: 2657

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Plain English guidance for strategic business analytics and bigdata implementation In today's challenging economy, business analytics and big datahave become more and more ubiquitous. While some businesses don'teven know where to start, others are struggling to move from beyondbasic reporting. In some instances management and executives do notsee the value of analytics or have a clear understanding ofbusiness analytics vision mandate and benefits. Win withAdvanced Analytics focuses on integrating multiple types ofintelligence, such as web analytics, customer feedback, competitiveintelligence, customer behavior, and industry intelligence intoyour business practice. Provides the essential concept and framework to implementbusiness analytics Written clearly for a nontechnical audience Filled with case studies across a variety of industries Uniquely focuses on integrating multiple types of big dataintelligence into your business Companies now operate on a global scale and are inundated with alarge volume of data from multiple locations and sources: B2B data,B2C data, traffic data, transactional data, third party vendordata, macroeconomic data, etc. Packed with case studies frommultiple countries across a variety of industries, Win withAdvanced Analytics provides a comprehensive framework andapplications of how to leverage business analytics/big data tooutpace the competition.

Delivering Effective Social Customer Service

How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

Author: Martin Hill-Wilson,Carolyn Blunt

Publisher: John Wiley & Sons

ISBN: 1118662652

Category: Business & Economics

Page: 272

View: 4384

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Social Customer Service is new. Social Media is the biggestthing happening to the customer service industry since the mid1960s when modern day call centres were born. It is takingcustomers and organisations into untested ways of relating:transparently, collaboratively, instantly. The consequences ofgreat and poor service are forever changed. Customer appetite has promoted this form of interaction to thevery front of a race to understand. How do digital brands andempowered customers actually behave? Social Customer Service has become Marketing’s R&D laband a listening hub for the rest of the organisation. It is nowwhere corporate reputations are most likely to be won and lost. ‘Delivering Effective Social Customer Service’ is acomplete reference for achieving excellence in this new discipline.It caters to both novice and expert. It is perfect source materialfor service leaders and digital marketers to read together. EveryCXO will recognise in the book a blueprint from which to buildtheir next generation organisation. Even ambitious team leadersshould snag a copy for instant subject matter expertise kudos! The centre of the book offers an in depth self-assessment of thecompetencies that matter. The book is jammed full of strategicinsight, action lists, best practice tips and interviews. All theresources anyone needs to build a solid strategy and roadmap. Early adopter workshops based on the book have already takenplace and will continue to be offered as another way of engagingwith the book’s key lessons. An online resource of thereference material is also provided. Options for an onlinecommunity are under consideration. This book is the first of its kind. A distillation of whathas so far been collectively discovered. Then filtered and expandedthrough the collective experience of two leading authorities oncustomer service: Carolyn Blunt and Martin Hill-Wilson.

100 Tricks, um in Meetings schlau zu wirken

Das Überlebenshandbuch für den täglichen Bürowahnsinn

Author: Sarah Cooper

Publisher: Ariston

ISBN: 3641218446

Category: Psychology

Page: 184

View: 2188

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Schlau mit System Manchmal hat man das Gefühl, als hätte man von morgens bis abends nur in Meetings gesessen. Unfassbare 21 Stunden wöchentlich hängen wir durchschnittlich in Sitzungen fest. Unmöglich, dabei ständig aufmerksam zu bleiben. Gut, wenn man dann ein paar Strategien in Reserve hat, um trotzdem schlau zu wirken. Schließlich sind Meetings eine der wenigen Gelegenheiten, bei denen man sich selbst darstellen und sogar Führungsqualitäten unter Beweis stellen kann. Die 100 besten (und nicht immer ganz ernstgemeinten) Tricks, um beim Sitzungsmarathon als Erster über die Ziellinie zu kommen – ein unverzichtbarer Survivalguide!