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100 practical ways to improve customer experience : achieve end-to-end customer engagement in a multichannel world / Martin Newman, Malcolm McDonald
London, United Kingdom : Kogan Page Limited, 2018
xvii, 281 pages. : llustrations ; 24 cm.
Ký hiệu phân loại (DDC): 658.812
Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business.
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Marketing plans for services : a complete guide / Malcolm McDonald
Chichester : John Wiley, 2011
xv, 495 pages. : illustrations. ; 25 cm.
Ký hiệu phân loại (DDC): 658.802
"The marketer is taken step-by-step through the key phases of the marketing planning process and alerted to the barriers that can prevent a service organization being successful in introducing marketing planning. Practical frameworks and techniques are suggested for undertaking the marketing planning process and implementing the principles covered. The authors highlight key misunderstandings about marketing and the
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