Friction/reward : be your customer's first choice /: be your customer's first choice. (2019)

• Record Type: Book
• Further Information: Note: Richard Hammond.
• Authors: (Retail management consultant), Hammond, Richard
• Contents: Part 1 How friction and reward are the keys to better customer experiences 1 What is friction and why does reward matter? 2 When stickiness went bad: how power shifted from sellers and vendors to customers and users 3 Unstick the customer journey for massive win Part 2 The friction/reward tool kit 4 Finding the rough and the smooth – friction/reward indexing 5 So this is how it's done 6 'We are a friction-reduction business now' 7 The psychology of switching – how to smash status quo bias Part 3 Frictionless futures 8 How to deal with the impact of technology on commercial relationships 9 The new language of friction-led marketing 10 The frictionless world – when everything is smooth and easy but in a good way Epilogue.
• Publisher Details: Harlow : Pearson Business
• Publication Date: 2019
• Extent: 1 online resource
• Subjects: 658.812; Consumer satisfaction; Customer relations; Customer loyalty; Consumer Behavior; Consommateurs -- Satisfaction; Consommateurs -- Fidélité; Consumer satisfaction; Customer loyalty; Customer relations; Absatzmethode; Kundenmanagement
• Languages: English
• ISBNs: 9781292234953; 1292234954; 9781292234960; 1292234962
• Related ISBNs: 9781292234946
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.