Customer Experience Management
et plus d'un million d'autres livres sont disponibles pour le Kindle d'Amazon. En savoir plus
| ||||||||||||||||||
Produits fréquemment achetés ensemble
Détails sur le produit
Souhaitez-vous compléter ou améliorer les informations sur ce produit ? Ou faire modifier les images?
|
En savoir plus sur l'auteur
Découvrez des livres, informez-vous sur les écrivains, lisez des blogs d'auteurs et bien plus encore.
Dans ce livre
(En savoir plus)
Première phrase
Companies of all kinds acknowledge that their customers are important; that customers are the company's most valuable asset; that the company survives only when it has customer and grows only when it can retain them and recruit new ones; and that the company, therefore, should be structured and managed around the customer. Lire la première page
Couverture | Copyright | Table des matières | Extrait | Index | Quatrième de couverture
Companies of all kinds acknowledge that their customers are important; that customers are the company's most valuable asset; that the company survives only when it has customer and grows only when it can retain them and recruit new ones; and that the company, therefore, should be structured and managed around the customer. Lire la première page
En découvrir plus
Concordance
Parcourir les pages échantillon
Concordance
Couverture | Copyright | Table des matières | Extrait | Index | Quatrième de couverture
Commentaires en ligne
Il n'y a pas encore de commentaires clients sur Amazon.fr
5 étoiles
4 étoiles
3 étoiles
2 étoiles
1 étoiles
Commentaires client les plus utiles sur Amazon.com (beta)
Amazon.com:
3.7 étoiles sur 5
12 commentaires
18 internautes sur 20 ont trouvé ce commentaire utile
1.0 étoiles sur 5
What a disappointing jumble of jargon!
16 décembre 2005
Par L. Thompson
- Publié sur Amazon.com
Format:Relié
For those individuals who have not been previously exposed to the concept of Customer Experience Management as an alternative to Customer Relations Management, this book might be an amazing eye opener. But that would be strictly because of the exposure to a new idea, as it's certainly not the convulted style of writing which can result in even the most intelligent people scratching their heads.
I purchased this book in order to get very down to earth methods to begin applying the concept to the company I work for. What I found, instead, was a list a mile long of jargon that all began to run together and sound the same. "Experiential platform", "brand experience", "experiental value promise", experiential positioning"... soon enough my mind was preoccupied with trying to remember which was which, rather than being able to absorb the essence of what the author was trying to say. And the crazy thing is that each of those phrases I just mentioned are supposedly the very concrete, measureable phases behind his take on the CEM approach! Getting tangled in the minutia of catch phrases did nothing to help me move forward into CEM.
I've come away from the book disappointed I didn't learn anything of real value, but even more disappointed that I spent the money on the book. Don't bother!
I purchased this book in order to get very down to earth methods to begin applying the concept to the company I work for. What I found, instead, was a list a mile long of jargon that all began to run together and sound the same. "Experiential platform", "brand experience", "experiental value promise", experiential positioning"... soon enough my mind was preoccupied with trying to remember which was which, rather than being able to absorb the essence of what the author was trying to say. And the crazy thing is that each of those phrases I just mentioned are supposedly the very concrete, measureable phases behind his take on the CEM approach! Getting tangled in the minutia of catch phrases did nothing to help me move forward into CEM.
I've come away from the book disappointed I didn't learn anything of real value, but even more disappointed that I spent the money on the book. Don't bother!
15 internautes sur 17 ont trouvé ce commentaire utile
5.0 étoiles sur 5
Packed With Knowledge!
6 juin 2004
Par Rolf Dobelli
- Publié sur Amazon.com
Format:Relié
The revolutionary approach that Bernd H. Schmitt is advocating here wouldn't sound so radical to anyone who has ever been in therapy: be aware, see things from other people's point of view, address their concerns. If you've been in $150 an hour territory, this isn't radical, but in the suites of marketing, the author contends, it is brand new. The book is an interesting follow up to the author's earlier seminal work on the broader theory of customer experience. Entitled Experiential Marketing, that work made the case for a customer-experience focus. This book is more of a practical how-to, professorially organized into a neat near-outline format. Here, Schmitt makes the case for dissecting, designing and then improving, the customer's experience with your product. We recommend this book of marketing therapy to anyone selling a product or service - and it is lots less expensive than putting your consumers on the couch.
4 internautes sur 4 ont trouvé ce commentaire utile
4.0 étoiles sur 5
Was great but not extraordinary!!!
19 mai 2006
Par Carlos Barrios
- Publié sur Amazon.com
Format:Relié
I think it`s an eye-opener for many people like me that are starting in the marketing area. But I think in some parts there were too many concepts that I lost so many of the ideas of the book.
I recommend it but I'm looking for another approach of CEM so I can apply it more proffesionally.
I recommend it but I'm looking for another approach of CEM so I can apply it more proffesionally.
›
Allez sur Amazon.com pour voir l'ensemble des 12 commentaires
3.7 étoiles sur 5
Ces commentaires ont-ils été utiles ?
Dites-le-nous
Listmania!
Rechercher des articles similaires par rubrique
- Livres anglais et étrangers > Boutiques > Amazon Rachète
- Livres anglais et étrangers > Boutiques > Chercher au Coeur! > Livres en anglais
- Livres anglais et étrangers > Business & Investing > Industries & Professions > Customer Service
- Livres anglais et étrangers > Business & Investing > Marketing & Sales > Marketing
- Livres anglais et étrangers > Business & Investing > Marketing & Sales > Sales & Selling
Commentaires
Souhaitez-vous compléter ou améliorer les informations sur ce produit ? Ou faire modifier les images?
|
