Contacto
Como comprar
Entrega
Guia de compras
Multi-channel Service Design
Inglês
199 b
Até 30 dias para devoluções
Os clientes também compraram
/
Livro de capa dura
17.32
€
/
Capa mole
35.06
€
/
Capa mole
51.59
€
An ancient Chinese text already shows an impassioned§plea for customer oriented service as a way to§develop customer relations and guarantee future§business. This is similar to recent Customer§Relationship Management literature which describes§service encounters as the moments of truth in which§service providers can make or break future customer§value. Still, inside large firms, call centers often§focus on cost efficiencies, the Internet department§may well look like an IT department and account§managers are most likely focused on selling enough§new products to meet the next quarterly targets.§Orchestrating the efforts of these departments into§an enchanting serenade for the customer is quite a§challenge.§§The rise of the Internet has introduced new§possibilities for firms to serve customers. But how§to position those new Internet services in relation§to other contact channels? And which departments§should be involved, and how? This book describes a§fast and effective method to design new Internet§services that really add value for customers and§create service coherence across channels. As such, it§should be useful to Internet- and other channel§professionals.
Sobre o livro
Inglês
Ofereça este livro hoje
É fácil
1 Adicione ao carrinho e escolha Entregar como presente ao finalizar a compra 2 Receberá um vale 3 O livro chegará ao endereço do destinatárioTambém pode estar interessado em
/
Capa mole
12.39
€
/
Capa mole
25.29
€
Olá! Sou o Libroamiko, o seu conselheiro de livros.
Como posso ajudar?