ISBNコード 9780324311549

Creating Do-It-Yourself Customers: How Great Customer Experiences Build Great Companies/SOUTH WESTERN/Peter C. Honebein

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コード番号	9780324311549
コードタイプ	ISBN
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商品名	Creating Do-It-Yourself Customers: How Great Customer Experiences Build Great Companies/SOUTH WESTERN/Peter C. Honebein
発売日	2005年
商品ジャンル	本・雑誌・コミック > 洋書 > BUSINESS ＆ SELF-CULTURE
コメント	The purpose of the book is to show companies how to use four basic principles to achieve exemplary customer performance: expectations, tools, rewards, and training. By setting appropriate expectations, providing the necessary tools and environment, delivering appropriate rewards, and developing specific knowledge and skill, companies can condition customers to activate their expertise to achieve greater value. In addition, the organizational benefits from cost reduction, greater employee satisfaction, and deeper customer loyalty. As more tasks are shifted to customers, customers realize the full value of the product offering. For the full value to occur firms must enable customers to perform their tasks competently, resulting in lower expenses and increased profits.
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