The internet has changed the way consumers interact with companies. Businesses must maintain good levels of customer service in a digital world where old strategies may no longer suffice. This book explores what the successful compliance-centred businesses are doing to manage and improve customer experience. INDICE: PART I: HOW DID IT ALL COME ABOUT?. Historical Development. Types of Businesses.PART II: THE REACTION!. Misunderstanding and Negative Reaction.Resistance to Building Software Managed Systems.PART III: THE TECHNOLOGY. Automated Computerised Systems and How They Work.Automated Marketing.Building Databases.Integrating with Other Media, TV, E-mail, Mobile Phone.PART IV: INNOVATIONS IN MANAGEMENT STRATEGY. Extensive Use of Merchant Partners and Link Marketing.Willingness to Integrate Systems with Customers, Suppliers and Partners.High Levels of Reliability, Punctuality, Rapid Response.Flat Management Structures, Openness and Democratisation.Front-line Personnel.Enabling Staff.InnovativeWays of Financing Businesses.PART V: MARKETING INNOVATIONS. Fast Reaction to Market Changes.Systems for Service Recovery and Complaint Management.Relationsand Long-term Loyalty. PART VI: THE FUTURE AND ITS IMPACT. Future Developmentand Effects on Society.The Growth of Worldwide Databases.Automated ComplianceSystems.The Importance of Social Networking Sites
- ISBN: 978-0-230-28419-7
- Editorial: Palgrave Macmillan
- Encuadernacion: Cartoné
- Páginas: 192
- Fecha Publicación: 21/09/2012
- Nº Volúmenes: 1
- Idioma: Desconocido