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"العملاء"
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قيم خدمة العملاء : كيف تتحكم قيمك في سلوكياتك بالعمل وخارجه ؟
هذا الكتاب موجه إلى المهتمين بخدمة العملاء، وكيفية تحسين طرق التفاعل الأمثل مع الآخرين، وهو هام لموظفين أو مديرين في مجال خدمة العملاء والتسويق والعلاقات العامة، والتواصل وخدمة المراجعين في القطاعين العام والخاص وأصحاب المشاريع بأنواعها، والكتاب موجه أيضا لكل من يريد أن يكتشف خفايا هذا العالم.
Book
Enhancing Customer Experience through Customer Service Quality
Enhancing the customer experience has increasingly become a central focus for many companies, serving as a crucial strategy to attract and retain customers in a highly competitive market. However, the impact of these efforts is not always directly reflected in sales figures. As a result, understanding and improving the customer experience has emerged as a vital factor in analyzing and predicting customer behavior. To validate our hypotheses, we conducted a quantitative study involving a sample of 107 customers from the telecom operator Ooredoo in Sidi Bel Abbes. The hierarchical regression analyses performed in this study reveal that the quality of customer service has a significant and positive influence on the customer experience. Based on these findings, we recommend that the operator prioritize enhancing the customer experience by offering a unique, enjoyable, and engaging experience to its customers.
Journal Article
The Effect of E-CRM on Customer Delight
This research aimed to examine the effect of Electronic Customer Relationship Management (E-CRM) on Customer Delight in the context of Mobile Telecommunication Companies. The research adopted the philosophy of positivism, the deductive approach, and the method of quantitative analysis as the research methodology.. The instrument utilized for data collection was the questionnaire. Consequently, 424 usable questionnaires were collected electronically through social media channels from customers of Mobile Telecommunication Companies in Mansoura City. The data was then analyzed using SPSS and AMOS 23. The results revealed that Electronic Customer Relationship Management has a significant positive impact on Customer Delight. Furthermore, research results indicated that Demographic differences don't have significant differences in respondents' opinions regarding research variables (Electronic Customer Relationship Management, Customer Delight) except Gender, Education Level and Age.
Journal Article
The Role of Ethics as a Cornerstone of Corporate Social Responsibility in the Banking Sectors Performance in Lebanon
This paper aims to analyze the effect of ethical factors, leadership, and decision-making on bank performance in the Lebanese banking industry. The research employs both quantitative and qualitative research to achieve the objectives of the study. Qualitative information was obtained through interviews with key executives in the banking industry while quantitative data were collected from one hundred employees and managers from different banks. The findings depict significant positive correlations between client needs, bank credibility, ethical leadership, ethical decision-making, and general bank performance. The credibility of the data is affirmed by statistical analysis such as a Cronbach's Alpha reliability of .940 and a Kaiser-Meyer-Olkin Measure of Sampling Adequacy of .897. The study also emphasizes that customer orientation, transparency, and ethical behaviors are the key factors that contribute to sustainable success. Some of the recommendations made include; placing customer pleasure as the priority, enhancing the image of the bank, and integrating ethical concerns into decision-making. For the advancement of knowledge in this area, future research should consider using qualitative case studies, and cross- sectional and longitudinal research.
Journal Article
اجعل عميلك يختارك = Clients cholce : فن البيع الناجح والعناية بالعملاء
الناس يحتاج إلى دراسة ومعرفة وفهم لطبيعة الناس وشخصيتهم ودوافعهم وهو فن من منطلق لأن التعامل يحتاج إلى مهارات مثل مهارات الاتصاال الفعال وغيرها من المهارات الأخرى ويهدف هذا الكتاب : إلى القاء الضوء على أهمية العمل فى أى منظمة وكيف يمكن كسب العميل وإرضاءه وما هى المهارات المطلوب معرفتها لفعل ذلك وأيضا إلى معرفة كيفية جذب عملاء جدد والحفاظ على العملاء السابقين.
BOOK
Factors Influencing Customer Loyalty toward Online Shopping in Algeria
This study aims to investigate the effect of e-CRM, trust, and customer satisfaction on customer loyalty. In this purpose, a quantitative study has been conducted on Algerian customers of online shopping. After distributing a questionnaire on a sample of 121 customers, a multiple linear regression has been adopted in data analysis. The results supported two out of three hypotheses, and showed that: e-CRM has not a significant effect on customer loyalty. In contrast, there exist a significant and positive impact of trust and satisfaction on customer loyalty.
Journal Article
Tools to Deliver an Outstanding Digital Customer Experience for B2C Organizations in the Age of Uncertainty
The current study dealt with the topic of tools to provide a distinct digital customer experience for B2C organizations in the age of uncertainty. The study aimed to identify the tools through which to provide a distinct digital customer experience. An electronic questionnaire was distributed to the study sample for the purpose of collecting data to test the study hypotheses. The current study focused on the Kingdom of Saudi Arabia. The sample size was 550 individuals. Stepwise analysis was used to test the study's hypotheses. The study concluded that the most important tools for providing a distinct digital customer experience for B2C organizations in the age of uncertainty are the outstanding performance of the online store, the product's value proving, and effective communication with customers. The case study contributes to enriching the knowledge side of the dimensions of the digital customer experience, which have not been adequately addressed by researchers. It will also contribute to informing those responsible for digital marketing in B2C organizations how to enhance the customer's digital experience in a way that they can maintain and increase their loyalty.
Journal Article