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210123 ||| eng |
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|a 0585288909
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|a 1609943414
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|a 9781609943417
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|a 9781605097244
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|a 9780585288901
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4 |
|a HF5415.5
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1 |
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|a Barlow, Janelle
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| 245 |
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|a Emotional value
|b creating strong bonds with your customers
|c Janelle Barlow and Dianna Maul ; foreword by Michael Edwardson
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| 260 |
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|a San Francisco, CA
|b Berrett-Koehler Publishers
|c 2000
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| 300 |
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|a xviii, 310 pages
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|a Includes bibliographical references and index
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|a Introduction: adding emotional value to your customers' experience -- pt. I. Building an emotion-friendly service culture -- The customer is always emotional -- Managing emotions begins with me -- Positive emotional states are an asset. Assessing your organization's emotion-friendly service culture -- pt. II. Choosing emotional competence -- Emotional labor or emotional competence? -- Managing for emotional authenticity. Assessing your organization's service philosophy -- pt. III. Maximizing customer experiences with empathy -- Satisfaction isn't good enough -- Anymore -- The challenge in measuring customer emotions -- The gift of empathy. Assessing your organization's empathy -- pt. IV. Viewing complaints as emotional opportunities -- Complaints: emotional opportunities -- Fundamentals of complaints -- Strategies for handling complaints. Assessing your organization's complaint friendliness -- pt. V. Using emotional connections to increase customer loyalty -- Loyalty is a behavior with its roots in emotions -- Strategies for retaining customers. Assessing your organization's focus on customer retention -- Final thoughts. App. A. Emotions: research background -- App. B. What does marketing research tell us about consumer emotions? -- App. C. The elusive link between customer satisfaction and customer loyalty: a summary of the research -- App. D. Complaint handling: where does the latest research take us? -- App. E. Eight-step gift formula
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|a Klantgerichtheid / gtt
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| 653 |
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|a Service à la clientèle
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|a Customer services / http://id.loc.gov/authorities/subjects/sh85034965
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| 653 |
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|a BUSINESS & ECONOMICS / Customer Relations / bisacsh
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| 653 |
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|a Klantenservice / gtt
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| 653 |
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|a Organisatiecultuur / gtt
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| 653 |
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|a Emotionele ontwikkeling / gtt
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| 653 |
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|a Customer services / fast
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| 700 |
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|a Maul, Dianna
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| 041 |
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7 |
|a eng
|2 ISO 639-2
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| 989 |
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|b OREILLY
|a O'Reilly
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| 015 |
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|a GBA0Z1666
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| 015 |
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|a GBA163761
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| 776 |
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|z 9781609943417
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|z 9780585288901
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|z 1609943414
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|z 1605097241
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|z 0585288909
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|z 9781576750797
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|z 1576750795
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|z 9781605097244
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|z 1282545809
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|z 9781282545809
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|u https://learning.oreilly.com/library/view/~/1576750795/?ar
|x Verlag
|3 Volltext
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|a 658.812
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|a 658.8/12
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|a 330
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| 520 |
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|a Combining strategic advice with wisdom found in books such as Daniel Goleman's "Working with Emotional Intelligence, " two international management consultants outline ways in which businesses can elevate levels of satisfaction
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