How Customers Think

Essential Insights Into the Mind of the Market

Author: Gerald Zaltman

Publisher: Harvard Business Press


Category: Business & Economics

Page: 323

View: 331

How to unlock the hidden 95 per cent of the customer's mind that traditional marketing methods have never reached. This title provides practical synthesis of the cognitive sciences. Drawing heavily on psychology, neuroscience, sociology, and linguistics, Zaltman combines academic rigor with real-world results to offer highly accessible insights, based on his years of research and consulting work with large clients like Coca-Cola and Procter & Gamble. An all-new tool kit: Zaltman provides research tools - metaphor elicitation, response latency, and implicit association techniques, to name a few - that will be all-new to marketers and demonstrates how innovators can use these tools to get clues from the subconscious when developing new products and finding new solutions, long before competitors do.

Customer Satisfaction

The Customer Experience Through the Customer's Eyes

Author: Nigel Hill

Publisher: The Leadership Factor


Category: Consumer satisfaction

Page: 314

View: 164

This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.

Building Customer-brand Relationships

Author: Don E. Schultz

Publisher: Routledge


Category: Business & Economics

Page: 480

View: 915

Almost every advertising, promotion, or marketing communications textbook is based on an inside-out approach, focusing on what the marketer wants to communicate to customers and prospects. This text takes a different view - that the marketer and the customer build the ongoing brand value together. Rather than the marketer trying to 'sell', the role of the marketer is to help customer buy. To do that, a customer view is vital and customer insight is essential. Customer insights allow the marketer to understand which audiences are important for a product, what delivery forms are appropriate, and what type of content is beneficial. "Building Customer-Brand Relationships" is themed around the four key elements marketing communicators use in developing programs - audiences, brands, delivery, and content - but provides an innovative approach to marketing communications in the 'push-pull' marketplace that combines traditional outbound communications (advertising, sales promotion, direct marketing, and PR) with the inbound or 'pull' media of Internet, mobile communications, social networks, and more. Its 'customer-centric' media planning approach covers media decision before dealing with creative development, and emphasizes measurement and accountability. The text's concepts have been used successfully around the world, and can be adapted and adjusted to any type of product or service.

Summary: Think Like Your Customer

Review and Analysis of Stinnett's Book

Author: BusinessNews Publishing

Publisher: Primento


Category: Business & Economics

Page: 15

View: 439

The must-read summary of Bill Stinnett's book: "Think Like Your Customer: A Winning Strategy to Maximize Sales by Understanding How and Why Your Customers Buy". This complete summary of the ideas from Bill Stinnett's book "Think Like Your Customer" shows that in order to sell more of your products and services, you need to step into your customers' shoes and learn to think the way they do. In his book, the author explains that doing this will help you to understand why customers buy and how they reach a purchase decision. This summary highlights how you can do this and then use your findings to interact with your customers to increase the likelihood of them making a positive decision. Added-value of this summary: • Save time • Understand key concepts • Expand your knowledge To learn more, read "Think Like Your Customer" and discover why putting yourself in your customer's shoes will change the way you think about selling.

Branded Customer Service

The New Competitive Edge

Author: Janelle Barlow

Publisher: Berrett-Koehler Publishers


Category: Business & Economics

Page: 264

View: 610

The author of the bestselling "A Complaint Is a Gift" explores building band equity through enhanced and focused customer service.

Taming the Search-and-Switch Customer

Earning Customer Loyalty in a Compulsion-to-Compare World

Author: Jill Griffin

Publisher: John Wiley and Sons


Category: Business & Economics

Page: 288

View: 321

Praise for Taming the Search-and-Switch Customer "What an excellent wake-up call! Your company's most valuable asset—your loyal customers—have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information, and defines a path to earn loyalty through delivery of enhanced value in the eyes of your customers. A truly important premise to building and maintaining a successful business."? —Gerald Evans, president, Hanes Brands Supply Chain and Asia Business Development "In this dynamic treatise on customer retention, Jill Griffin, The Loyalty Maker, provides updated solutions to meet today's challenge of changing consumer shopping habits. A must-read for all retailers and wholesalers." —Britt Jenkins, chairman of the board, Tandy Brand Accessories, Inc. "Mandatory reading for anyone who manages customer loyalty. A truly thought-provoking read!" —Timothy Keiningham, global chief strategy officer, executive vice president, IPSOS Loyalty "Every company is in the service business now, whether they realize it or not. Jill's book is a great start on how to make your service experiences better than they are today." —Robert Stephen, founder, The Geek Squad "In today's Googlized marketplace, Taming the Search-and-Switch Customer is a must-read." —Ken DeAngelis, general partner, Austin Ventures "Griffin is pure loyalty genius!" —Kelly Cook, vice president, Customer Engagement/CRM, Waste Management

Customer Experience

Future Trends and Insights

Author: C. Shaw

Publisher: Springer


Category: Business & Economics

Page: 199

View: 540

Customer Experience is now the key differentiator as consumers and businesses alike decide among competing brands. The authors explore growing trends in Experience Psychology, Social Media and Neuroscience and their impact on Customer Experience that businesses need to understand to gain preference, loyalty and market share.

Think Before You Engage

100 Questions to Ask Before Starting a Social Media Marketing Campaign

Author: Dave Peck

Publisher: John Wiley & Sons


Category: Business & Economics

Page: 312

View: 785

The Social Media Management Handbook

Everything You Need To Know To Get Social Media Working In Your Business

Author: Robert Wollan

Publisher: John Wiley & Sons


Category: Business & Economics

Page: 352

View: 443

How do organizations manage social media effectively? Every organization wants to implement social media, but it is difficult to create processes and mange employees to make this happen. Most social media books focus on strategies for communicating with customers, but they fail to address the internal process that takes place within a business before those strategies can be implemented. This book is geared toward helping you manage every step of the process required to use social media for business. The Social Media Management Handbook provides a complete toolbox for defining and practicing a coherent social media strategy. It is a comprehensive resource for bringing together such disparate areas as IT, customer service, sales, communications, and more to meet social media goals. Wollan and Smith and their Accenture team explain policies, procedures, roles and responsibilities, metrics, strategies, incentives, and legal issues that may arise. You will learn how to: Empower employees and teams to utilize social media effectively throughout the organization Measure the ROI of social media investments and ensure appropriate business value is achieved over time Make smarter decisions, make them more quickly, and make them stick Get the most out of your social media investment and fully leverage its benefits at your company with The Social Media Management Handbook.