Bøger af Antje Walliser

Inhaltsangabe:Abstract: In a highly competitive business world, differentiation is an essential key to success for companies. Branding has been a long discussed method to create such a necessary competitive advantage, however an effective and smart branding approach is necessary to ensure success, as the quote of Richard Branson shows. The American company Persona International, offering consulting tools and methodologies to their licensees, recognizes the importance of branding to stay ahead of competitors. Thus, it was decided to launch a branding initiative. The branding strategy Managing the Customer Experience by Smith and Wheeler was chosen by Persona, which is also sold in form of a tool designed by Shaun Smith, called ?Customer Experience Management CEM?. The idea behind this theory is to establish and reinforce a brand by offering the customer an unforgettable experience with the product or service of the company. Consequently, the brand promise is developed on basis of the customer expectations. As for Persona, two kinds of customers exist, one being their direct partners and the other being the clients of the partners, who are the end-users of the tools. It was decided that the branding initiative should be focused on the partners first, as they are mostly also aware of the needs and expectations of their clients. However, the expectations of some end-users were to be explored by surveys to round up the view on the customer expectations. Is the Customer Experience Management (CEM) theory an optimized approach to branding or can any issues be identified which could be improved? How could any highlighted shortcomings be overcome? The following work examines these questions closer and analyzes them by means of literature and a critical examination in order to find responses and solutions for the posed questions. The link to the business world is established through the empirical testing of the brand development phase. Hereby a part of the CEM theory is applied and expert interviews and end-user surveys are conducted. The aim of the critical evaluation of the branding strategy of Smith and Wheeler is to validate the branding approach and to find suggestions for possible improvements of the CEM theory and by testing one suggestion to facilitate the implementation of an optimized branding strategy for Persona. Having set the aim of this thesis, the second chapter gives an introduction to branding in order to equip the reader with a [¿]

Diploma Thesis from the year 2005 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1.5, European School of Business Reutlingen, language: English, abstract: The aim of this thesis is to critically examine and empirically test the branding approach Managing the Customer Experience by Smith and Wheeler. A comparison of branding theories, differing in their focus internal or external of the organisation during the brand development and implementation process, is carried out. Smith and Wheeler suggest an external orientation during the brand creation. The evaluation shows however that an additional focus internal of the organisation is indispensable: During brand development the management brand vision and the organisational culture should be considered, as Harris and De Chernatony suggest. Internal acceptance of the brand, avoidance of resistance, and use of internal knowledge can be achieved by this. Furthermore the company vision, mission and values have to be considered as Davis suggests. Misalignment between the brand and company strategy can cause negative consequences like a dilution of strategic focus. After empirically testing the Smith and Wheelers brand development process by means of Persona International, the previously identified shortcoming are practically explored. Implementing the brand, Smith and Wheeler suggest to aim at creating an unbeatable customer experience with the help of employees. This idea is shown to be promising..... *** Die vorliegende Diplomarbeit hat das Ziel, sich kritisch mit der Theorie Managing the Customer Experience von Smith und Wheeler auseinander zu setzen und diese empirisch zu prüfen.