Addressing Customer Paradoxes... - In the Digital World

Edition en anglais

Eric Falque, Sarah-Jayne Williams

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  • Pearson

  • Paru le : 17/06/2011
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The digital world is barely 20 years old, yet it continues to dramatically transform how customers transact, relate and experience your brand. Customers are empowered by digital but they seem to want incompatible goals: "I want relevant offers, but I don't want my personal data to be exploited". Digital is driving a rapid pace of change, but human psychology is evolving more slowly. This disconnect is creating paradoxes that impact customer behaviour. BearingPoint research and experience has highlighted five key paradoxes that customers and companies are facing: .
Physical versus Digital . Form versus Function . Empowerment versus Privacy . Person versus Persona . Choice versus Recommendation Companies have to consciously recognise these paradoxes and decide where they stand. Some will challenge customers' comfort zones, others willl learn from their competitors' mistakes. How will you and your company respond to this digital revolution and address these paradoxes ? This book is a journey; you can either read it from the beginning to the end, or simply dip into the chapters that interest you.
In order to guide you, this book has five parts: understand your customers' psychology and help them deal with paradoxes, transact efficiently, provide a unique experience, relate to your customers and prepare your organisation for tomorrow's challenges. It shows how your company can achieve high performance while managing complexity and customer dilemmas.
  • Date de parution : 17/06/2011
  • Editeur : Pearson
  • ISBN : 978-2-7440-4467-0
  • EAN : 9782744044670
  • Format : ePub
  • Nb. de pages : 240 pages
  • Caractéristiques du format ePub
    • Pages : 240
    • Taille : 8 520 Ko
    • Protection num. : Contenu protégé
    • Transferts max. : 6 Autorisé(s)
    • Imprimable : Non Autorisé
    • Copier coller : Non Autorisé
Eric Falque est associé chez BearingPoint, cabinet leader en Business Consulting. Riche d'une  expertise de plus de 20 ans, il est aujourd'hui responsable firme du conseil en relation client. Il est l'auteur de nombreuses publications et leader du BearingPoint Institute, centre de recherche international dédiéà promouvoir l'innovation et le leadership dans le domaine du management. Eric Falque is a Partner at BearingPoint, a leading Business Consulting firm, where he is in charge of the Customer Management practice for the whole organisation.
As a consultant for nearly 20 years, he has led several global customer centric transformation projects. He is the author of several publications and the leader of the BearingPoint Institute, an International Research centre dedicated to the promotion of innovation and thought leadership in the field of Management. Sarah-Jayne Williams est directrice chez BearingPoint et leader, pour le Royaume-Uni, du département relation client.
Ses 15 années d'expérience en la matière dans diverses industries, et ses compétences spécifiques en stratégies digitales notamment, ont été récompensées en 2008 par le prix du UK Marketing Consultant of the Year, qui lui a été remis par la Management Consulting Association et le Sunday Times. Sarah-Jayne Williams is a Director at BearingPoint. As a consultant, she has been formerly awarded UK Marketing Consultant of the Year by the MCA and The Sunday Times.
She has led major transformation initiatives in sales, marketing and services across industries.

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Addressing Customer Paradoxes.... In the Digital World
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