Digital Guest Experience

Author: Björn Radde
Publisher: tredition
ISBN: 3732393380
Size: 60.78 MB
Format: PDF, Mobi
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The experience of staying at a hotel will continue to radically change in the coming years. The guest is welcomed by robots and bypasses the traditional check-in with their smartphone. Augmented reality and beacons accompany him through the hotel, any missing utensils in room will be produced with a 3D printer. Nanotechnologies and biometric methods will be introduced into the hotel industry, as well as chatbots and holograms. Digital Guest Experience tools are an investment area within the digital value chain that should be reviewed and implemented by the hotel industry. Björn Radde explains how the guest journey has changed and describes the most important digital guest experience instruments for optimizing the hotel's engagement, as well as its impact on guest satisfaction and revenue.

Digital Services And Platforms

Author: Julia Kotlarsky
Publisher: Springer
ISBN: 3030158500
Size: 50.17 MB
Format: PDF
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This book constitutes revised selected papers from the 12th international Global Sourcing Workshop 2018, held in La Thuile, Italy, in February 2018. The 9 contributions included were carefully reviewed and selected from 40 submissions. The book offers a review of the key topics in sourcing of services, populated with practical frameworks that serve as a tool kit to students and managers. The range of topics covered in this book is wide and diverse, offering micro and macro perspectives on successful sourcing of services. Case studies from various organizations, industries and countries are used extensively throughout the book, giving it a unique position within the current literature offering.

Building Digital Ecosystem Architectures

Author: Mark Skilton
Publisher: Springer
ISBN: 1137554126
Size: 58.74 MB
Format: PDF, Docs
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The design of digital solutions has become a pressing concern for practitioners faced with a plethora of technology impacting their business. From cloud computing to social networks, mobile computing and big data, to the emerging of Internet of things, all of which are changing how enterprise products, services, rooms and buildings are connected to the wider ecosystem of networks and services. This book defines digital ecosystems with examples from real industry cases and explores how enterprise architecture is evolving to enable physical and virtual, social, and material object collaboration and experience. The key topics covered include: Concepts of digitization Types of technological ecosystems Architecting digital workspaces Principles of architecture design Examples architecting digital business models Examples of digital design patterns Methods of monetization Conclusions

Customer Experience Branding

Author: Thomas Gad
Publisher: Kogan Page Publishers
ISBN: 0749477512
Size: 76.30 MB
Format: PDF, Docs
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The individual consumer now wields more power than ever before, with increased exposure to global cultures and media. This means that customer perception is now critically important and must as such must occupy the heart of any brand. This provides a wealth of opportunities to work with and adapt to customers' motivations, but at the same time presents a series of challenges around retaining their attention and fostering positive relationships with them. The secret of a brand's success often lies in its ability to respond nimbly to the unexpected adoption of its products or services - essentially its ability to surprise its consumers. To all intents and purposes, brands must continue to introduce innovative and intriguing experiences to customers so that they can remain differentiated from the herd and deliver a human message amongst increasingly automated and unremarkable communications. Developed from experience at the forefront of new branding developments at market-leading companies, and drawing on the lessons learned by cultivating start-ups with sponsors including Google, Customer Experience Branding expertly reviews the key considerations when devising brand strategy to introduce an element of newness and interest into customer interactions. Case studies are delivered from major brands that continually achieve this, including Apple, Starbucks, Virgin, LEGO, Google, GoPro, Uber, Instagram, KLM and Handelsbanken, and the Foreword has been provided by Sir Richard Branson, who has himself unfailingly responded to consumer need and overseen a remarkable portfolio over the years as a result.

Advances In National Brand And Private Label Marketing

Author: Francisco José Martínez-López
Publisher: Springer
ISBN: 3030189112
Size: 53.54 MB
Format: PDF, Kindle
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The 2019 International Conference on National Brand & Private Label Marketing is a unique academic forum for presenting and discussing original, rigorous and significant contributions from researchers around the world on marketing issues that retailers, store brand managers and national brand managers are facing. The three-day event covered a wide range of topics from varied fields including retailing, marketing, general business, psychology, economics and statistics. Further, it addressed diverse areas of application such as innovation, retail market structure, social media, consumer decision-making, store loyalty, assortment size, digital transformation, ethical aspects, cultural dimensions, and private label pricing. This volume gathers the proceedings of the 2019 NB&PL marketing conference in a collection of outstanding contributions that employ a wide variety of theoretical and methodological approaches. .

Big Data Marketing

Author: Lisa Arthur
Publisher: John Wiley & Sons
ISBN: 1118734025
Size: 44.52 MB
Format: PDF, Docs
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Leverage big data insights to improve customer experiences and insure business success Many of today's businesses find themselves caught in a snarl of internal data, paralyzed by internal silos, and executing antiquated marketing approaches. As a result, consumers are losing patience, shareholders are clamoring for growth and differentiation, and marketers are left struggling to untangle the massive mess. Big Data Marketing provides a strategic road map for executives who want to clear the chaos and start driving competitive advantage and top line growth. Using real-world examples, non-technical language, additional downloadable resources, and a healthy dose of humor, Big Data Marketing will help you discover the remedy offered by data-driven marketing. Explains how marketers can use data to learn what they need to know Details strategies to drive marketing relevance and Return On Marketing Investment (ROMI) Provides a five-step approach in the journey to a more data-driven marketing organization Author Lisa Arthur, the Chief Marketing Officer for Teradata Applications, the leader in integrated marketing software, meets with thousands of CMOs and marketing professionals annually through public speaking and events Big Data Marketing reveals patterns in your customers' behavior and proven ways to elevate customer experiences. Leverage these insights to insure your business's success.

The Passenger Has Gone Digital And Mobile

Author: Nawal K. Taneja
Publisher: Ashgate Publishing, Ltd.
ISBN: 9781409435020
Size: 66.82 MB
Format: PDF, Kindle
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Nawal K. Taneja explores and explains the game-changing opportunities presented to the industry by new-generation information and technology. He shows how information and technology can now drive, not just enable, an airline's strategy to become truly customer-centric at a personalized level, while at the same time enabling the operator to reduce costs, enhance revenues, reduce risks and become much more flexible and agile by better managing complexity.

High Tech High Touch Customer Service

Author: Micah Solomon
Publisher: AMACOM
ISBN: 0814417914
Size: 76.52 MB
Format: PDF, ePub, Mobi
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STEVE WOZNIAK, Apple co-founder: "Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology." SETH GODIN: "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book." "Clearly the best book on customer service management written in the last decade." Professor Frank Allen Philpot, George Mason University School of Management HONORS RECEIVED: -SETH GODIN's "Must-Read Reading List,"Late Spring 2012 -CIO Magazine: "Must-read, Summer 2012" -Readitfor.me:"The 8 new business books you need to read NOW" In an age of social media, smartphones, self-service, and six-second attention spans, High-Tech, High-Touch Customer Service throws your business a lifeline. Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment--lashing out at those that don't. Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive--and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover: * Six major customer trends and what they mean for your business * Eight unbreakable rules for social media customer service * How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content * The rising power of self-service--and how to design it properly * How to build a company culture that breeds stellar customer service ? High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide--online and off.