Customer Experience Management For Water Utilities

Author : Peter Prevos
Publisher : IWA Publishing
ISBN 13 : 1780408668
Total Pages : 220 pages
Book Rating : 4.68/5 ( download)

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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 : Peter Prevos
Publisher :
ISBN 13 : 9781780408897
Total Pages : 196 pages
Book Rating : 4.97/5 ( download)

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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 : American Water Works Association
Publisher :
ISBN 13 : 9780898676846
Total Pages : 80 pages
Book Rating : 4.43/5 ( download)

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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 : 4.56/5 ( download)

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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 : 4.64/5 ( download)

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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 : 4.83/5 ( download)

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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 : 4.98/5 ( download)

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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 : Dr Peter Prevos
Publisher : Packt Publishing Ltd
ISBN 13 : 1838985506
Total Pages : 104 pages
Book Rating : 4.09/5 ( download)

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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 : Nihat Tavşan
Publisher : Tasora Books
ISBN 13 : 9781934690956
Total Pages : 300 pages
Book Rating : 4.53/5 ( download)

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Download or read book Customer Experience Management written by Nihat Tavşan and published by Tasora Books. This book was released on 2018-05-07 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: We are passing through a paradigm shift and surviving in this upcoming paradigm doesn't seem possible through traditional marketing and management strategies. Today being brand is not a privilege any more, there are dozens of reliable brands almost in every industry. But still businesses need to differentiate and outperform the competition but how?

Author : Ruth N. Bolton
Publisher : Business Expert Press
ISBN 13 : 1631573721
Total Pages : 181 pages
Book Rating : 4.29/5 ( download)

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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 181 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.