Location:
United States
Networks:
Stella Rose Murphy
Digital Voice Archie G
Leonard Greenway
English Audiobooks
Findaway Audiobooks
Description:
This audiobook is narrated by a digital voice. This concise yet comprehensive guide provides practical insights and steps to help you bypass conventional approaches and instead thrive in today's highly competitive market. Learn how to craft compelling marketing campaigns, build strong client relationships, and develop strategies that both attract and retain profitable clients. By implementing these proven methods, you will reach new heights of customer satisfaction and loyalty, ensuring a continuous flow of business growth and success. Whether you are a small startup or an established organization, this book will equip you with the tools and mindset necessary to become a customer magnet in your industry. Duration - 4h 45m. Author - Stella Rose Murphy. Narrator - Digital Voice Archie G. Published Date - Monday, 20 January 2025. Copyright - © 2025 Leonard Greenway ©.
Language:
English
Chapter 1: Introduction 7
Duration:00:00:01
- Importance of service marketing 8
Duration:00:03:06
- Significance of customer attraction and retention 11
Duration:00:03:17
Chapter 2: Understanding the Service Marketing Landscape 14
Duration:00:04:51
- Differentiation between goods and services 19
Duration:00:02:43
- Characteristics of services and related implications 22
Duration:00:05:48
- Service industries and their unique challenges 28
Duration:00:03:03
- The service marketing mix approach 31
Duration:00:03:56
Chapter 3: Developing a Service Marketing Strategy 35
Duration:00:02:13
- Setting clear marketing objectives 38
Duration:00:02:56
- Conducting a situation analysis 41
Duration:00:02:46
- Segmenting and targeting the market 44
Duration:00:02:11
- Positioning the service in the market 47
Duration:00:02:43
Chapter 4: Creating Value for Service Customers 50
Duration:00:02:32
- Understanding customer needs and expectations 53
Duration:00:02:53
- Designing and delivering customer-focused experiences 56
Duration:00:03:27
- Personalization and customization in service marketing 60
Duration:00:03:09
- Utilizing technology to enhance value delivery 63
Duration:00:02:39
Chapter 5: Building a Service Culture 66
Duration:00:04:13
- Importance of service culture for customer retention 70
Duration:00:02:49
- Defining and embedding service-oriented values 73
Duration:00:06:12
- Empowering employees to provide excellent service 79
Duration:00:03:08
- Communicating and reinforcing the service culture 82
Duration:00:02:58
Chapter 6: Managing Service Quality 85
Duration:00:03:08
- Dimensions and frameworks for evaluating service quality 88
Duration:00:02:55
- Monitoring and measuring service quality 91
Duration:00:02:25
- Quality control and continuous improvement 94
Duration:00:03:10
- Handling service failures and complaints effectively 97
Duration:00:02:54
Chapter 7: Customer Relationship Management (CRM) in Services 100
Duration:00:04:14
- Understanding the customer relationship lifecycle 105
Duration:00:03:01
- Implementing CRM strategies and systems 108
Duration:00:04:09
- Enhancing customer loyalty and retention 112
Duration:00:03:59
- Strategies for dealing with difficult and dissatisfied customers 116
Duration:00:03:02
Chapter 8: Pricing, Positioning, and Promoting Services 119
Duration:00:02:17
- Pricing strategies for services 122
Duration:00:03:56
- Positioning the service in the market 126
Duration:00:02:43
- Creating effective marketing communications campaigns 129
Duration:00:02:50
- Leveraging social media and digital marketing in services 132
Duration:00:03:08
Chapter 9: Distributing and Delivering Services 135
Duration:00:02:44
- Choosing the appropriate distribution channels 138
Duration:00:02:26
- Managing service delivery processes 141
Duration:00:02:42
- Innovations in service delivery systems 144
Duration:00:02:29
- Logistics and supply chain management in services 147
Duration:00:02:55
Chapter 10: Managing People for Service Success 150
Duration:00:03:36
- Recruitment and selection of service employees 154
Duration:00:02:50
- Training and development for service excellence 157
Duration:00:02:46
- Motivating and empowering service personnel 160
Duration:00:02:57
- Managing employee performance and feedback 163
Duration:00:02:50
Chapter 11: Managing Service Innovation and New Service Development 166
Duration:00:05:18
- Importance of innovation in service organizations 171
Duration:00:02:42
- Approaches to service innovation 174
Duration:00:04:05
- Stages of the new service development process 178
Duration:00:02:50
- Overcoming challenges in implementing new services 181
Duration:00:03:02
Chapter 12: Measuring and Improving Customer Satisfaction 184
Duration:00:02:44
- Customer satisfaction measurement tools and techniques 187
Duration:00:03:23
- Understanding customer expectations and perceptions 190
Duration:00:03:02
- Implementing customer feedback and satisfaction surveys 193
Duration:00:04:17
- Using customer satisfaction data for service improvement 197
Duration:00:03:23
Chapter 13: Managing Service Recovery 200
Duration:00:02:15
- Importance of service recovery in maintaining customer loyalty 203
Duration:00:02:57
- Strategies for effective service recovery 206
Duration:00:03:18
- Empowering employees to resolve service failures 209
Duration:00:02:49
- Implementing a customer-centric service recovery culture 212
Duration:00:02:30
Chapter 14: Enhancing Customer Loyalty and Retention 215
Duration:00:02:23
- Understanding the economics of customer retention 218
Duration:00:02:59
- Developing effective loyalty programs and strategies 221
Duration:00:03:35
- Building emotional connections with customers 225
Duration:00:03:27
- Measuring and managing customer loyalty 229
Duration:00:02:29
Chapter 15: Managing the Customer Experience 232
Duration:00:04:35
- Understanding the concept of the customer journey 238
Duration:00:03:39
- Designing and managing touchpoints across the customer journey 242
Duration:00:03:19
- Mapping and improving the customer experience 245
Duration:00:03:40
- Leveraging technology for a seamless customer experience 249
Duration:00:02:42
Chapter 16: Ethical and Social Responsibility in Service Marketing 252
Duration:00:03:21
- Important ethical dimensions in service marketing 255
Duration:00:02:51
- Consumer protection and regulatory aspects 258
Duration:00:03:02
- Sustainable and responsible business practices 261
Duration:00:03:30
- Corporate social responsibility initiatives in service organizations 265
Duration:00:02:44
Chapter 17: International Service Marketing 268
Duration:00:03:52
- Challenges and opportunities in international service marketing 272
Duration:00:03:33
- Adapting services to different cultural contexts 276
Duration:00:02:45
- Global service delivery and standardization vs. localization 279
Duration:00:02:58
- Internationalization strategies for service organizations 282
Duration:00:02:50
Chapter 18: Service Marketing in the Digital Age 285
Duration:00:02:34
- Impact of technological advancements on service marketing 288
Duration:00:02:40
- Utilizing data analytics for personalized service marketing 291
Duration:00:03:26
- Harnessing artificial intelligence and automation in services 294
Duration:00:03:52
- Developing digital-first service marketing strategies 298
Duration:00:03:05
Chapter 19: Conclusion 301
Duration:00:00:01
- Key takeaways for attracting and retaining customers in service marketing 302
Duration:00:03:11
- Future trends and challenges in service marketing 305
Duration:00:03:54