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Abstrak :
Today's customers demand service that isn't just beyond the norm, but makes its mark in their minds and in their hearts. This updated edition of "Managing Knock Your Socks Off Service" provides readers with up-to-the-minute advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space. Revamped with new examples, stories, and research, and featuring cartoons by John Bush, the book gives readers practical, proven ways to: find and retain service-oriented people; get to know customers intimately; build a service vision train and coach; create and maintain a service management process that aligns people, systems, and customers; involve and empower employees; and, recognize and reward good performance.Filled with examples from service standard-setters such as Fed-Ex, QVC, and others, "Managing Knock Your Socks Off Service" shows how to create great service on a day-to-day, real-time, every-time basis.

Abstrak :
Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned ""service recovery."" And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers--and are a source of continuing business for years to come. Building on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system. Enlivened by John Bush's witty illustrations, the book explains: * The economics of recovery--what it costs when you lose customers, and how little it can cost to win them back * The processes, policies, and technology a company must have to ensure an effective, real-time recovery system * The manager's role in sustaining an outstanding recovery system--through training, coaching, empowering, supporting, inspiring, and rewarding great service providers.

Abstrak :
The worst customer situations demand more of front-line employees than good intentions and the right attitude. These kinds of issues can send seasoned service professionals into red alert, and require the communication skills of a crisis counselor. "The Customer Service Survival Kit" explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Anyone can learn this delicate art with the book's blend of clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises. Readers will discover: the power of leaning into criticism; trigger phrases that can make bad situations worse; the secret to helping people feel deeply heard in a crisis; how to use the divide-and-conquer approach to safely deliver bad news; indispensable problem-solving tools; how to become immune to intimidation; how to wrap up transactions so that customers are happy; and more! Best yet, learning to handle worst-case scenarios has the spillover effect of boosting the skills and confidence needed to deal effectively with any customer - the key to radical improvements in every organization.;

Abstrak :
Pemberian customer service yang baik dapat diharapkan tercapainya kepuasaan para pelanggannya. Kepuasaan pelanggan membentuk persepsi pelanggan terhadap produk yang dipasarkan perusahaan, sehingga hal ini dapat memposisikan produk tersebut di mata pelanggan. Oleh karena itu customer service dapat memberikan dampak bagi keberhasilan bisnis perusahaan dalam jangka panjang. Hanya saja perlu diperhatikan bahwa keberhasilan perusahaan dalam melayani pelangannya sehingga pelanggan mendapatkan kepuasaan apabila misi perusahaan tersebut menekannka npada pelanggan atua customer orientation, dengan mengembangkan berbagai upaya bagi pemenuhan kebutuhan dan keinganan para pelanggannya.

Abstrak :
Kesuksesan sebuah bank sebagai perusahaan jasa sangat ditentukan oleh kemampuannya membina relasi dengan para nasabah. Karena itu bank seyogyanya memiliki customer relationship strategy (CRS) yang terdiri dari komponen Customer Relationship management (CRM) dan Customer Intelligence (CI). CRM merupakan sarana dalam upaya memberikan layanan terbaik bagi customers dengan mengoptimumkan pemanfaatan information teknology yang fleksibel cepat dan responsif. Namun, yang perlu diperhatikan adalah persiapan manusia agar mampu mengikuti prinsip CRM sebagai insani yang didukung oleh mesin bukan sebaliknya.

Abstrak :
Diskusi mengenai loyalitas aplikasi akan membantu perusahaan dalam mengembangkan fitur yang ada dan membuat fitur baru untuk meningkatkan pendapatan perusahaan. Penelitian ini bertujuan untuk mengetahui peran mediasi ekuitas pelanggan dalam pengaruh keterlibatan pelanggan dan loyalitas pelanggan. Kebaruan penelitian ini membahas faktor-faktor yang menentukan loyalitas, faktor-faktor pembentuk ekuitas, dan pembuktian pengaruh langsung keterlibatan pelanggan. Responden dalam penelitian ini adalah pengguna aplikasi MyPertamina (aplikasi untuk pembayaran nontunai pada Stasiun Pengisian Bahan Bakar Umum) sebanyak 222 orang yang terdaftar di Indonesia. Penelitian ini menggunakan desain penelitian pengujian hipotesis (cross-sectional). Data penelitian akan diproses dengan menggunakan perangkat lunak SmartPLS dengan metode Structural Equation Modeling (SEM). Hasil empiris adalah adanya pengaruh positif signifkan antara customer engagement pada customer equity, customer equity berpengaruh positif signifikan pada customer loyalty, dan customer equity menjadi mediator pengaruh antara customer engagement dan customer loyalty. ......Discussions regarding app loyalty will assist the company in developing existing features and creating new features. This study aims to determine customer equity mediation's role in customer engagement and loyalty. This study's novelty discusses factors that determine loyalty. Respondents in this study were the MyPertamina (application for cashless payment at Pertamina's public gas filling stations) users 222 people registered in Indonesia. This research uses descriptive research design (cross-sectional) and Structural Equation Modeling (SEM). The research data processed by using SmartPLS software with partial least square technique to test hypothesis. The empirical findings show that customer engagement positively affect customer equity, customer equity positively affect customer loyalty, and customer equity mediated the influence between customer engagement and customer loyalty.

Abstrak :
Tujuan dari penelitian ini adalah untuk menganalisis pengaruh customer experience terhadap customer loyalty melalui customer satisfaction pada pelanggan Genki Sushi di outlet Plaza Senayan. Sampel penelitian ini berjumlah 144 responden yang diambil dengan menggunakan purposive sampling. Analisis data digunakan dengan menggunakan smartPLS 3.0. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang kuat dan positif antara customer experience terhadap customer loyalty, terdapat pengaruh yang kuat dan positif antara customer experience terhadap customer loyalty,dan terdapat pengaruh yang kuat dan positif antara customer satisfaction terhadap customer loyalty.

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The purpose of this study is to analyze the affect of customer experience on customer loyalty through customer satisfaction at Genki Sushi customers at Plaza Senayan outlets. This research sample amounted to 144 respondents taken using purposive sampling. Data analysis is used using smartPLS 3.0. The results of the study show that there is a strong and positive effect between customer experience on customer loyalty, there is a strong and positive effect between customer experience on customer loyalty, and there is a strong and positive effect on customer satisfaction on customer loyalty.

Abstrak :
Persaingan industri ritel di Indonesia saat ini menjadi semakin ketat, strategi pemasaran menjadi suatu hal yang penting bagi pelaku ritel agar bisnis dapat bertahan dalam jangka panjang. Dalam penelitian ini, strategi pemasaran yang dibahas brfokus pada perilaku konsumen. Customer experience menjadi salah satu strategi pemasaran yang signifikan di tengah persiangan yang ketat. Pengalaman pelanggan yang menyenangkan dapat memberikan dampak yang besar terhadap perilaku pelanggan. Penelitian ini berusaha untuk menganalisis pengaruh customer experience terhadap customer engagement dengan menjadikan customer commitment sebagai mediator. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik pengumpulan data kuantitatif melalui penyebaran kuesioner. Teknik penarikan sampel yang digunakan teknik non-probability purposive sampling kepada 120 responden. Penelitian ini dilakukan kepada pelanggan Alfamart di Jabodetabek. Analisis data dilakukan menggunakan IBM SPSS Statistics 25 dan SmartPLS 3. Hasil penelitian menunjukkan terdapat pengaruh positif dan signifikan antara customer experience terhadap customer commitment. Selanjtnya customer experience memiliki pengaruh positif dan signifikan terhadap customer engagement dan terdapat pengaruh positif dan signifikan antara customer commitment terhadap customer engagement. Serta terdapat pengaruh yang positif dan signifikan antara customer experience terhadap customer engagement melalui customer commitment sebagai variabel mediasi. ......Competition in the retail industry in Indonesia is currently becoming increasingly fierce, marketing strategies have become important for retail players so that businesses can survive in the long term. In this research, the marketing strategy discussed focuses on consumer behavior. This research purpose to analyze the influence of customer experience on customer engagement by using customer commitment as a mediator. This research uses a quantitative approach with a survey method with a sample size of 120 Alfamart customer respondents in Jabodetabek. The research results show that there is a positive and significant influence between customer experience and customer commitment. Furthermore, customer experience has a positive and significant influence on customer engagement and there is a positive and significant influence between customer commitment and customer engagement. And there is a positive and significant influence between customer experience on customer engagement through customer commitment as a mediating variable.