Richard Hammond
Friction/Reward
Ebook (EPUB Format)
This business book is great for leaders, middle managers and entrepreneurs interested in the following categories; Small Business Entrepreneurship Marketing Strategy Branding Customer ExperienceMake it easy for customers to choose you; whatever your business, product or service.With customers now subconsciously weighing up their massively expanded options in terms of purchase friction (how easy it is to spend) and shopping reward (the extras inherent to the buying experience); your job is to make it easy for them to choose youWhen is high friction bad? Friction includes frustrations like putting a coin in a supermarket trolley lock, too many…
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Beschreibung
This business book is great for leaders, middle managers and entrepreneurs interested in the following categories; Small Business Entrepreneurship Marketing Strategy Branding Customer ExperienceMake it easy for customers to choose you; whatever your business, product or service.With customers now subconsciously weighing up their massively expanded options in terms of purchase friction (how easy it is to spend) and shopping reward (the extras inherent to the buying experience); your job is to make it easy for them to choose youWhen is high friction bad? Friction includes frustrations like putting a coin in a supermarket trolley lock, too many clicks, and hidden frictions from awkward presentation, process and offer. Reward includes quality of business support, amazing retail environments, even emotional issues such as trust and belonging.When is high friction good? What value do different customers place on friction and reward across different buying scenarios? How can I benchmark against competitors? And, where are the big opportunities and where should we focus effort and resource? How do I market improved experiences to win customers? Friction Rewardteaches you how to understand, measure and improve every single possible customer interaction by applyingtechniques outlined in the bookto your customer experiences and organisations.Readers will: Create easier, faster and improved customer experiences by reducing friction and increasing reward. Discover how reducing friction attracts new customers, increases spend from existing ones and gives you a competitive advantage. Understand how the world's leading retailers, B2B sellers and public service providers are winning using these insights. Learn how to apply practical tools and technologies to their own customer and user scenarios both online and in the physical world.
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Produktdetails
- ISBN: 978-1-292-23496-0
- EAN: 9781292234960
- Produktnummer: 33848407
- Verlag: Pearson HigherEducation
- Sprache: Englisch
- Erscheinungsjahr: 2019
- Seitenangabe: 216 S.
- Plattform: EPUB
- Masse: 2'405 KB
Über den Autor
Richard Hammond is a retailing expert, and Smart Circle is his problem-solving consultancy. Together with select subject-matter experts he tackles a wide range of retail challenges: from 'big idea' and format development to customer engagement and retail futurology. He is also the author of Smart Retail 4e.
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