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Customer Experience 3 0

Author: John Goodman
Publisher: AMACOM
ISBN: 0814433898
Size: 16.39 MB
Format: PDF, ePub, Mobi
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With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that...customers expect more. Unfortunately, many companies fail to take advantage of and properly manage the tools that now exist, delivering a series of frustrating, disjointed transactions that drive people away. Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction. Great companies provide seamless experiences, seeming to know what customers want before they know it themselves...while others set up fancy Facebook pages and then drop the ball. This groundbreaking guide reveals how to delight customers using the best tools available.

Broadband Access Networks

Author: Leif Aarthun Ims
Publisher: Springer Science & Business Media
ISBN: 146155795X
Size: 36.77 MB
Format: PDF, ePub, Mobi
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The access network is expected to be one of the major battlegrounds of telecommunications network operators, since upgrades of the existing narrowband access network will be the critical factor in supplying multimedia broadband services in a competitive market. The future broadband access network architecture needs to be flexible enough to efficiently support the provision of a full set of broadband and narrowband services with a wide range of capacity demands. A wide range of broadband access technologies are available. Furthermore, the key issues in the upgrading of the very cost sensitive access network are financial as well as technological, both for incumbent and new entrant operators. Thus, in order to identify minimum-risk introductory strategies the economic viability of access network broadband upgrades needs to be carefully assessed. However, despite the definite need for techno-economic evaluations, very few books have been published in this field. One of the reasons might be that broadband access network upgrading only very recently gained wide recognition as a key challenge for broadband delivery. Secondly, this kind of strategic work and these studies tend to be considered rather sensitive by operators, and thus both results and methodologies are not usually readily available. Thirdly, the work reported in this book in many respects was a major pioneering effort, which quite ambitiously aimed at modelling the whole life-cycle costs and revenue streams of access network upgrades, as opposed to several other efforts, which often are limited to pure investment cost comparisons.

Marketing

Author: William M. Pride
Publisher: Houghton Mifflin Harcourt (HMH)
ISBN:
Size: 19.20 MB
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Business Communication Process And Product

Author: Mary Ellen Guffey
Publisher: Cengage Learning
ISBN: 0538466251
Size: 48.75 MB
Format: PDF, ePub
View: 5047
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BUSINESS COMMUNICATION: PROCESS AND PRODUCT presents the most current and authoritative communication technology and business communication concepts. Written by award-winning author and renowned leader Mary Ellen Guffey and new coauthor Dana Loewy, BC:PP offers the most up-to-date and best researched text on the market. The 7th edition includes new, interactive student resources and comprehensive coverage of workplace technology. This innovative coverage enhances the hallmark features of this textbook: the 3-x-3 writing process, three-part case studies, abundant use of model documents, and complete coverage in a 16-chapter textbook while retaining unparalleled teaching resources to help instructors plan and manage their courses. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Management And Leadership For Nurse Administrators

Author: Linda A. Roussel
Publisher: Jones & Bartlett Learning
ISBN: 9780763734862
Size: 10.77 MB
Format: PDF, Docs
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Designed for the management and development of professional nurses, this text provides management concepts and theories, giving professional administrators theoretical and practical knowledge, enabling them to maintain morale, motivation, and productivity. Organized around the four management functions of Planning, Organizing, Leadership, and Evaluation, it includes new chapters on total quality management, the theory of human resource development, and collective bargaining. Additionally, content has been added to include recommendations from the work of the Institute of Medicine and the Magnet Appraisal process.