Marketplace dignity : transforming how we engage with customers across their journey / Cait Lamberton, Neela A. Saldanha, and Tom Wein.

Format:

Book

Author/Creator:

Lamberton, Cait, 1975- author.

Saldanha, Neela A., author.

Wein, Tom, author.

Language:

English

Subjects (All):

Customer services.

Consumers.

Consumer satisfaction.

Physical Description:

141 pages : illustrations ; 22 cm

Place of Publication:

Philadelphia, Pennsylvania : Wharton School Press, an imprint of University of Pennsylvania Press, [2024]

Summary:

"Everywhere we turn, brands and organizations are under fire for failing to treat their customers with respect and dignity. And increasingly, consumers want firms to take a lead in helping to shape a better society. Yet, most don't know where to start or have struggled to get things right. Drawing on the authors' rigorous research, as well as the successes and failures of companies around the world, from Fortune 100 companies to nonprofits to independent organizations, Marketplace Dignity will empower you to diagnose, understand, and enhance the way that you engage with your customer base across the entirety of their journey with your organization"--Publisher's description.

Contents:

Marketplace dignity : a framework for the whole of your customer journey

Marketplace dignity at the pre-consumption phase : starting with respect

Marketplace dignity at the evaluation phase : offering choice with respect

Marketplace dignity at the consumption phase : experiences that affirm dignity

Marketplace dignity at the post-consumption phase : making it stick without making it hurt

Marketplace dignity : a new conversation begins.

Notes:

Includes bibliographical references and index.

ISBN:

9781613631768

1613631766

9781613631744

161363174X

9781613631751

1613631758

OCLC:

1410455565