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Books > Business & Economics > Business & management > Business competition

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Friction/Reward - Be Your Customer's First Choice (Paperback) Loot Price: R237
Discovery Miles 2 370
You Save: R43 (15%)
Friction/Reward - Be Your Customer's First Choice (Paperback): Richard Hammond

Friction/Reward - Be Your Customer's First Choice (Paperback)

Richard Hammond

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List price R280 Loot Price R237 Discovery Miles 2 370 You Save R43 (15%)

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This business book is great for leaders, middle managers and entrepreneurs interested in the following categories:

  • Small Business
  • Entrepreneurship
  • Marketing
  • Strategy
  • Branding
  • Customer Experience

Make 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 you

When 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 Reward teaches you how to understand, measure and improve every single possible customer interaction by applying techniques outlined in the book to 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.

General

Imprint: Pearson Business
Country of origin: United Kingdom
Release date: June 2019
First published: 2019
Authors: Richard Hammond
Dimensions: 235 x 155 x 10mm (L x W x T)
Format: Paperback
Pages: 216
ISBN-13: 978-1-292-23494-6
Categories: Books > Business & Economics > Business & management > Business strategy
Books > Business & Economics > Business & management > Business competition
Books > Business & Economics > Business & management > Ownership & organization of enterprises > Entrepreneurship
Books > Business & Economics > Business & management > Ownership & organization of enterprises > Small businesses & self-employed
Books > Business & Economics > Business & management > Management & management techniques > General
Books > Business & Economics > Business & management > Sales & marketing > General
Books > Business & Economics > Industry & industrial studies > Distributive industries > Retail sector
LSN: 1-292-23494-6
Barcode: 9781292234946

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