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Author : Peter Prevos
Publisher :
ISBN 13 : 9781780408897
Total Pages : 196 pages
Book Rating : 4.4/5 (88 download)
Download or read book Customer Experience Management for Water Utilities written by Peter Prevos and published by . This book was released on 2018 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Peter Prevos
Publisher : IWA Publishing
ISBN 13 : 1780408668
Total Pages : 220 pages
Book Rating : 4.7/5 (84 download)
Download or read book Customer Experience Management for Water Utilities written by Peter Prevos and published by IWA Publishing. This book was released on 2017-10-15 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience Management for Water Utilities presents a practical framework for water utilities to become more focussed on their customers. This framework is founded on Service-Dominant Logic, a contemporary theory of marketing that explains value creation as a process of co-creation between the customer and the service provider. Standard models for marketing do not apply to monopolistic water utilities without modification. The first two chapters develop a marketing mix tailored to water utilities to assist them with providing customer-centric services. The water utility marketing mix includes the value proposition, internal marketing, service quality and customer relationships. he book discusses the four dimensions of the marketing mix. Chapter three presents a template for developing value propositions to assist water utilities in positioning their service. This model is based on the needs and wants of individual customer segments and the type of service. Chapter four discusses internal marketing, activities designed to improve the way utilities add value for customers. This chapter also analyses potential tensions between engineering and science-oriented employees and proposes methods to resolve these tensions. The final chapters describe customer relationships from both a theoretical and practical perspective. The customer experience is a complex phenomenon that is difficult to quantify. The book provides a method to measure the experience of the customer, based on service quality theory and psychometric statistics. Customer Experience Management for Water Utilities is one of the first books that discusses urban water supply from a marketing perspective. This perspective provides a unique insight into an industry which is often dominated by technological concerns. This book is a valuable resource for Water Utility Managers and Regulators, as well as for Marketing Consultants seeking to assist water utilities to become more customer focussed.
Author : American Water Works Association
Publisher :
ISBN 13 : 9780898676846
Total Pages : 80 pages
Book Rating : 4.6/5 (768 download)
Download or read book Serviceworks written by American Water Works Association and published by . This book was released on 1993-06-01 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : AWWA Staff
Publisher : American Water Works Association
ISBN 13 : 1613000650
Total Pages : 88 pages
Book Rating : 4.6/5 (13 download)
Download or read book Focus First on Service written by AWWA Staff and published by American Water Works Association. This book was released on 2011-01-12 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: This manual serves as both a strategic training experience and a tool for achieving quality customer service at your water utility. Topics covered include communication strategies, automated technologies, complaint resolution, managing conflict, and more. It's informative and easy to understand format allow for quick results.
Author : Petri Juuti
Publisher : IWA Publishing
ISBN 13 : 1780409761
Total Pages : 254 pages
Book Rating : 4.7/5 (84 download)
Download or read book Resilient Water Services and Systems: written by Petri Juuti and published by IWA Publishing. This book was released on 2019-08-15 with total page 254 pages. Available in PDF, EPUB and Kindle. Book excerpt: Resilient Water Services and Systems: The Foundation of Well-Being provides an overarching framework on water and sanitation services and how they are coping with resilience, aging infrastructure and climate change. The Editors present conceptual evidence about resilience backed by case studies that demonstrate resilience in practice. There are 13 case studies, from Asia, Africa, Europe and North and South America, providing informative perspectives from around the world. This is a timely collection of historic and contemporary evidence that will have increasing relevance in the coming decades. This volume will be of relevance to both scholars and practitioners. “Resilient water services are the key to water security across the world. Sustaining them is a challenging task in high-income countries where aging infrastructure is a critical issue, and in low-income countries where new infrastructure is needed and ability-to-pay is a more formidable barrier to success. The editors have compiled a succinct analysis and assembled case studies that cover diverse regions and contexts. From this book the reader will gain a wealth of knowledge about water services, as well as rich vicarious experiences from the cases.
Author : Robert C. Brears
Publisher : Walter de Gruyter GmbH & Co KG
ISBN 13 : 311102928X
Total Pages : 144 pages
Book Rating : 4.1/5 (11 download)
Download or read book Water Resources Management written by Robert C. Brears and published by Walter de Gruyter GmbH & Co KG. This book was released on 2024-04-01 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: Water resource management consists of planning, developing, distributing and managing the available water resources. With increasing population growth, urbanization, and climate change, water management becomes more demanding. This book presents innovative solutions for present as well as future challenges we are facing in water conservation and water quality protection. The 2nd Ed. entails new figures, percentages, latest information, trends, and all case studies updated with new ones. Provides a green perspective on how water is and can be used. The update will entail new figures, percentages, latest information, trends, and all case studies updated with new ones.
Author : John A. Goodman
Publisher : HarperChristian + ORM
ISBN 13 : 0814433898
Total Pages : 279 pages
Book Rating : 4.8/5 (144 download)
Download or read book Customer Experience 3.0 written by John A. Goodman and published by HarperChristian + ORM. This book was released on 2014-08-12 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.
Author : American Water Works Association
Publisher : American Water Works Association
ISBN 13 : 1583213619
Total Pages : 147 pages
Book Rating : 4.5/5 (832 download)
Download or read book Water Utility Management written by American Water Works Association and published by American Water Works Association. This book was released on 2004-12-01 with total page 147 pages. Available in PDF, EPUB and Kindle. Book excerpt: This manual of practice covers public water utility management, designed for new managers, accountants, and supervisors. Second edition.
Author : Dr Peter Prevos
Publisher : Packt Publishing Ltd
ISBN 13 : 1838985506
Total Pages : 104 pages
Book Rating : 4.8/5 (389 download)
Download or read book Principles of Strategic Data Science written by Dr Peter Prevos and published by Packt Publishing Ltd. This book was released on 2019-06-03 with total page 104 pages. Available in PDF, EPUB and Kindle. Book excerpt: Take the strategic and systematic approach to analyze data to solve business problems Key FeaturesGain detailed information about the theory of data scienceAugment your coding knowledge with practical data science techniques for efficient data analysis Learn practical ways to strategically and systematically use dataBook Description Principles of Strategic Data Science is created to help you join the dots between mathematics, programming, and business analysis. With a unique approach that bridges the gap between mathematics and computer science, this book takes you through the entire data science pipeline. The book begins by explaining what data science is and how organizations can use it to revolutionize the way they use their data. It then discusses the criteria for the soundness of data products and how to best visualize information. As you progress, you’ll discover the strategic aspects of data science by learning the five-phase framework that enables you to enhance the value you extract from data. The final chapter of the book discusses the role of a data science manager in helping an organization take the data-driven approach. By the end of this book, you’ll have a good understanding of data science and how it can enable you to extract value from your data. What you will learnGet familiar with the five most important steps of data scienceUse the Conway diagram to visualize the technical skills of the data science teamUnderstand the limitations of data science from a mathematical and ethical perspectiveGet a quick overview of machine learningGain insight into the purpose of using data science in your workUnderstand the role of data science managers and their expectationsWho this book is for This book is ideal for data scientists and data analysts who are looking for a practical guide to strategically and systematically use data. This book is also useful for those who want to understand in detail what is data science and how can an organization take the data-driven approach. Prior programming knowledge of Python and R is assumed.
Author : AWWA Staff
Publisher : American Water Works Association
ISBN 13 : 1613000189
Total Pages : 146 pages
Book Rating : 4.6/5 (13 download)
Download or read book Water Utility Management, 2nd Ed. (M5) written by AWWA Staff and published by American Water Works Association. This book was released on 2011-01-12 with total page 146 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation Water utility managers are in a challenging profession, and managerial leadership is key to successful utility operations. AWWA Manual M5, Water Utility Management, was developed through the collaborative effort of leaders in the utility profession who have successfully met the challenges of managing a water utility. This practical manual covers management issues such as internal organizational structure of typical water utilities, government relations, safety programs, engineering, public relations, and more. Book jacket.
Author : Martin Gutmann
Publisher : Oxford University Press
ISBN 13 : 0192664999
Total Pages : 577 pages
Book Rating : 4.1/5 (926 download)
Download or read book Before the UN Sustainable Development Goals written by Martin Gutmann and published by Oxford University Press. This book was released on 2022-02-24 with total page 577 pages. Available in PDF, EPUB and Kindle. Book excerpt: Chapter 14 from this book is published open access and free to read or download from Oxford Scholarship Online, https://oxford.universitypressscholarship.com/ Before the UN Sustainable Development Goals enables professionals, scholars, and students engaged with the Sustainable Development Goals (SDGs) to develop a richer understanding of the legacies and historical complexities of the policy fields behind each goal. Each of the seventeen chapters tells the decades- or centuries-old backstory of one SDG and reveals the global human connections, governance tools and frameworks, and the actors involved in past efforts to address sustainable development challenges. Collectively, the seventeen chapters build a historical latticework that reveals the multiple and often interwoven sources that have shaped the challenges later encompassed in the SDGs. Engaging and insightfully written, the book's chapters are authored by international experts from multiple disciplines. The book is an indispensable resource and a vital foundation for understanding the past's indelible footprint on our contemporary sustainable development challenges.
Author : Edward G. Means
Publisher : American Water Works Association
ISBN 13 : 1583214283
Total Pages : 228 pages
Book Rating : 4.5/5 (832 download)
Download or read book A Strategic Assessment of the Future of Water Utilities written by Edward G. Means and published by American Water Works Association. This book was released on 2006 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Forty-three (43) water professionals met to discuss and develop the ten top future trends and formulate the strategies to deal with each trend. Nineteen trends are presented within this paper. The top ten trends are described along with potential implications, and coping strategies are: Energy; Drinking Water Industry Employment and Workforce Issues; Political Environment; Population and Demographic Trends;Regulatory Trends; Total Water Management; Customer Expectations; Information Technology; Utility Finances; Information Security. The nine future trends identified and discussed are: Automation; Climate Change; Health Trends; Medical Trends; Regionalization Trends; Drinking Water Treatment Technology Issues; Economic Trends; Private Sector Participation; Physical Security. CD is included
Author : Colin Shaw
Publisher : Springer
ISBN 13 : 023051345X
Total Pages : 227 pages
Book Rating : 4.2/5 (35 download)
Download or read book Revolutionize Your Customer Experience written by Colin Shaw and published by Springer. This book was released on 2004-09-22 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: In his previous groundbreaking book with John Ivens, Colin Shaw looked at the development of the conceptual framework for the customer experience together with examples of best practice and strategies for implementation. As predicted the customer experience has become the next competitive battleground. The current book will explore the subject in more depth with new research and best practice and show companies and organizations how to identify where they are and how to revolutionize their customer experience.
Author : Ivaylo Yorgov
Publisher : Taylor & Francis
ISBN 13 : 1000781550
Total Pages : 142 pages
Book Rating : 4.0/5 (7 download)
Download or read book The New Customer Experience Management written by Ivaylo Yorgov and published by Taylor & Francis. This book was released on 2022-11-11 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive guide to a burgeoning field, this book shows how to design and implement a future-proof post-sales service program focused on proactively addressing customers’ needs in a personalized way. For too long, companies have detached from customers after the moment of purchase and done post-sales service in a way that is reactive, generic, and not scalable. Empowered by the boom in data availability and analytics, future-ready companies will offer their customers proactive personalized post-sales service and reap tangible benefits, including higher customer satisfaction and retention and less negative word of mouth – leading to increased sales and customer lifetime value. As the stories in this book demonstrate, companies like Amazon, Adobe, Garmin, and Liberty Global are leading the way, but companies do not have to be global giants to capitalize on the techniques presented in this guide. To excel at customer experience (CX) management, companies need to implement the best customer feedback and data collection and management practices, develop state-of-the-art analytical models, and have the willingness to act. This book’s strong vision and actionable roadmap, illustrated with real-life success stories, make this a compelling read for CX and customer analytics leaders, practitioners, and students alike.
Author : Simon Pollard
Publisher : IWA Publishing
ISBN 13 : 1780407475
Total Pages : 180 pages
Book Rating : 4.7/5 (84 download)
Download or read book Risk Management for Water and Wastewater Utilities written by Simon Pollard and published by IWA Publishing. This book was released on 2016-05-15 with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt: Water risks and security are a major global hazard in the 21st century and it is essential that water professionals have a solid grounding in the principles of preventative risk management. This second edition of the key textbook, Risk Management for Water and Wastewater Utilities, extends beyond first principles and examines the practicalities of resilience and vulnerability assessment, strategic risk appraisal and the interconnectedness of water utility risks in a networked infrastructure. It provides an up-dated overview of tools and techniques for risk management in the context of the heightened expectations for sound risk governance that are being made of all water and wastewater utilities. Risk Management for Water and Wastewater Utilities provides a valuable starting point for newly appointed risk managers in the utility sector and offers MSc level self-paced study with self-assessment questions and abbreviated answers, key learning points, case studies and worked examples.
Author : Robert Hinson
Publisher : CRC Press
ISBN 13 : 0429633432
Total Pages : 361 pages
Book Rating : 4.4/5 (296 download)
Download or read book Customer Service Management in Africa written by Robert Hinson and published by CRC Press. This book was released on 2020-05-07 with total page 361 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.
Author : Ruth N. Bolton
Publisher : Business Expert Press
ISBN 13 : 1631573721
Total Pages : 207 pages
Book Rating : 4.6/5 (315 download)
Download or read book Service Excellence written by Ruth N. Bolton and published by Business Expert Press. This book was released on 2016-04-18 with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.
