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    When digital becomes human : (Record no. 11275)

    000 -LEADER
    fixed length control field 08805cam a2200685 i 4500
    001 - CONTROL NUMBER
    control field u12642
    003 - CONTROL NUMBER IDENTIFIER
    control field SA-PMU
    005 - DATE AND TIME OF LATEST TRANSACTION
    control field 20210418125101.0
    008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
    fixed length control field 150205s2015 paua 000 0 eng
    010 ## - LIBRARY OF CONGRESS CONTROL NUMBER
    LC control number 2015000753
    040 ## - CATALOGING SOURCE
    Original cataloging agency DLC
    Language of cataloging eng
    Description conventions rda
    Transcribing agency DLC
    Modifying agency YDXCP
    -- BTCTA
    -- BDX
    -- OCLCF
    -- CDX
    -- CLE
    -- CHVBK
    -- VRC
    -- OCLCQ
    -- S3O
    -- SFR
    020 ## - INTERNATIONAL STANDARD BOOK NUMBER
    International Standard Book Number 9780749473235
    Qualifying information (paperback)
    020 ## - INTERNATIONAL STANDARD BOOK NUMBER
    International Standard Book Number 0749473231
    Qualifying information (paperback)
    035 ## - SYSTEM CONTROL NUMBER
    System control number (OCoLC)889167285
    037 ## - SOURCE OF ACQUISITION
    Source of stock number/acquisition Kogan Page Ltd, C/O Ingram Pub Services 1 Ingram Blvd, LA Vergne, TN, USA, 37086
    Note SAN 631-8630
    041 1# - LANGUAGE CODE
    Language code of text/sound track or separate title eng
    Language code of original dut
    042 ## - AUTHENTICATION CODE
    Authentication code pcc
    050 00 - LIBRARY OF CONGRESS CALL NUMBER
    Classification number HF5415.5
    Item number .V346 2015
    082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER
    Classification number 658.8/343
    Edition number 23
    084 ## - OTHER CLASSIFICATION NUMBER
    Classification number BUS018000
    -- BUS007000
    -- BUS041000
    -- BUS090010
    -- BUS043000
    Number source bisacsh
    029 1# - OTHER SYSTEM CONTROL NUMBER (OCLC)
    OCLC library identifier AU@
    System control number 000054213172
    029 1# - OTHER SYSTEM CONTROL NUMBER (OCLC)
    OCLC library identifier CHBIS
    System control number 010395398
    029 1# - OTHER SYSTEM CONTROL NUMBER (OCLC)
    OCLC library identifier CHVBK
    System control number 332301680
    029 1# - OTHER SYSTEM CONTROL NUMBER (OCLC)
    OCLC library identifier NZ1
    System control number 16022873
    100 1# - MAIN ENTRY--PERSONAL NAME
    Personal name Van Belleghem, Steven.
    245 10 - TITLE STATEMENT
    Title When digital becomes human :
    Remainder of title the transformation of customer relationships /
    Statement of responsibility, etc. Steven Van Belleghem.
    250 ## - EDITION STATEMENT
    Edition statement First edition.
    264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE
    Place of production, publication, distribution, manufacture London ;
    -- Philadelphia :
    Name of producer, publisher, distributor, manufacturer Kogan Page,
    Date of production, publication, distribution, manufacture, or copyright notice 2015.
    300 ## - PHYSICAL DESCRIPTION
    Extent xii, 195 pages :
    Other physical details illustrations ;
    Dimensions 24 cm
    336 ## - CONTENT TYPE
    Content type term text
    Content type code txt
    Source rdacontent
    337 ## - MEDIA TYPE
    Media type term unmediated
    Media type code n
    Source rdamedia
    338 ## - CARRIER TYPE
    Carrier type term volume
    Carrier type code nc
    Source rdacarrier
    520 ## - SUMMARY, ETC.
    Summary, etc. "In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. In a recent global market study, 73% of respondents stated that even when a company's digital channels work perfectly, they still want access to a real person. Steven Van Belleghem explores and explains the new digital relationships and offers a strategic guide to combining a business's two most important assets -- its people and its digital strengths. He shows marketing managers, directors and commercial decision makers how to positively transform customers' digital experiences by adding a human touch. He covers the latest issues in digital marketing and CRM including: omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, and crowdsourcing. Packed with examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Nike and Starbucks, the book presents a clear model that illustrates how to integrate an "emotional" layer in any digital strategy to achieve consumer engagement and loyalty"--
    Assigning source Provided by publisher.
    520 ## - SUMMARY, ETC.
    Summary, etc. "In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business's most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more"--
    Assigning source Provided by publisher.
    504 ## - BIBLIOGRAPHY, ETC. NOTE
    Bibliography, etc. note Includes bibliographical references and index.
    505 0# - FORMATTED CONTENTS NOTE
    Formatted contents note List of figures -- List of tables -- Acknowledgements -- Foreword Part One Introduction -- Introduction 01 The customer relationships of the future -- Different waves strengthen each other -- The shorter adoptive curve -- From #selfie to #dronie -- Technology as the sixth sense -- Brilliant companies -- but they still miss the boat -- A new field of competition? Or a new customer relationship? -- You can win a battle, but not the war -- Five digital superheroes -- The digital interface leads the dance -- Digital becomes a commodity -- Human transformation as a consequence of digital transformation -- When digital becomes human -- A double transformation -- NotesPart Two Digital Transformation 02 Digital first = customer first -- Technological progress drives customer expectations -- The distrust of e-commerce -- The most important thing? Us! -- Digital first = customer first -- The 'customer first' model -- Notes03 A single digital ecosystem -- The magic of MyMagic+ -- The magic of perfection and the frustration of half solutions -- There is only one customer relationship: The customer is central, not your internal organization -- The digital customer relationship is hybrid: Online and offline -- Beacons on the horizon -- From a customer-oriented strategy to a digital ecosystem -- Notes04 From self-service to automation -- I want everything, and I want it now! -- Return on happiness -- Self service in all phases of the purchase process -- From self-service to self-control -- The Age of Context -- From self-control to automation -- Towards a fully automated customer relationship -- Notes05 Not 'big data', but 'big relevance' -- Enemy of the State -- Everything generates data -- Palantir: how big data grew into big business -- Big relevance -- From big data to big wisdom: the predictable consumer -- From big data to big wisdom: better marketing decisions -- From big data to big help -- From big data to big personalization -- Every company is an information company -- Awesome or creepy? -- The dark side -- From trust to better results -- Digital transformation: The most important ingredients -- NotesPart Three The human transformation -- Introduction 06 The technology becomes human -- From science fiction to science -- The second machine age -- Watson is smarter than people -- Human automation -- Almost ready to pass the Turing test? -- They seem like people -- Singularity: 2015-2032-2045 -- Don't let that person anywhere near my body! -- Hey technology, that's so easy -- but you still can't do it! -- Technology + human is 1+1=3 -- Krulak's law -- The human touch builds an emotional relationship -- Digital interface versus the human touch -- Notes07 Heartketing -- It cost us US$2 billion -- The case for Heartketing -- The obsession of Pieter, Chris and Jean-Paul -- Modern leadership for customers, staff and society -- The proof is in the profit -- Heartketing means positivism -- Heartketing is more than responsible entrepreneurship -- Heartketing means ambition -- With new technology towards a new kind of honesty -- Notes08 The human touch -- Google: one screen, double the creativity -- The human touch is not the same as the humanization of brands -- Even if the digital systems work perfectly, we still love people most -- People as a safety-net? -- Scarcity -- The emotional component of the human interface -- Let your people shine -- Human touch = emotional link -- Notes09 Crowd power -- Back to the beginning -- The power of the crowd 1 -- The crowd economy is expanding at incredible speed -- Direct to the end user -- The crowd economy is an opportunity -- The crowd as part of the emotional customer relationship -- Human connections as the ultimate human component in the customer relationship -- The human transformation: the most important ingredients -- When digital becomes human -- Conclusion -- Notes.
    596 ## -
    -- 1 2
    650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element Customer relations.
    650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element Business communication.
    650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element Electronic commerce.
    650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element BUSINESS & ECONOMICS
    General subdivision Customer Relations.
    Source of heading or term bisacsh
    650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element BUSINESS & ECONOMICS
    General subdivision Business Communication
    -- General.
    Source of heading or term bisacsh
    650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element BUSINESS & ECONOMICS
    General subdivision Management.
    Source of heading or term bisacsh
    650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element BUSINESS & ECONOMICS
    General subdivision E-Commerce
    -- Internet Marketing.
    Source of heading or term bisacsh
    650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element BUSINESS & ECONOMICS
    General subdivision Marketing
    -- General.
    Source of heading or term bisacsh
    650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element Business communication.
    Source of heading or term fast
    Authority record control number or standard number (OCoLC)fst00842419
    650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element Customer relations.
    Source of heading or term fast
    Authority record control number or standard number (OCoLC)fst00885533
    650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element Electronic commerce.
    Source of heading or term fast
    Authority record control number or standard number (OCoLC)fst00906906
    650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element Kundenmanagement.
    Authority record control number or standard number (DE-588)4236865-0
    Source of heading or term gnd
    650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element Kundrelationer.
    Source of heading or term sao
    650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element Affärskommunikation.
    Source of heading or term sao
    650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM
    Topical term or geographic name entry element Elektronisk handel.
    Source of heading or term sao
    938 ## -
    -- Brodart
    -- BROD
    -- 109938224
    938 ## -
    -- Baker and Taylor
    -- BTCP
    -- BK0015526816
    938 ## -
    -- Coutts Information Services
    -- COUT
    -- 28846617
    938 ## -
    -- YBP Library Services
    -- YANK
    -- 12040066
    942 ## - ADDED ENTRY ELEMENTS (KOHA)
    Koha item type Books
    994 ## -
    -- Z0
    -- SUPMU
    948 ## - LOCAL PROCESSING INFORMATION (OCLC); SERIES PART DESIGNATOR (RLIN)
    h (OCLC) NO HOLDINGS IN SUPMU - 66 OTHER HOLDINGS
    Holdings
    Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Home library Current library Date acquired Total Checkouts Full call number Barcode Date last seen Copy number Price effective from Koha item type Public note
              Female Library Female Library 04/18/2021   HF5415.5 .V346 2015 51952000331674 04/15/2021 1 04/15/2021 Books STACKS
              Female Library Female Library 04/18/2021   HF5415.5 .V346 2015 51952000228660 04/15/2021 2 04/15/2021 Books STACKS
              Main Library Main Library 04/18/2021   HF5415.5 .V346 2015 51952000331681 04/15/2021 1 04/15/2021 Books STACKS
              Main Library Main Library 04/18/2021   HF5415.5 .V346 2015 51952000228653 04/15/2021 2 04/15/2021 Books STACKS