B2B customer experience : a practical guide to delivering exceptional CX
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| Main Authors | , |
|---|---|
| Format | Book |
| Language | English |
| Published |
London ; New York ; New Delhi :
Kogan Page Ltd,
[2018]
|
| Edition | 1 Edition |
| Subjects | |
| ISBN | 9780749481858 |
| Physical Description | xviii, 226 stran : ilustrace ; 23 cm |
Cover
Table of Contents:
- Why bother?
- Customer experience in business to business markets
- Exploring customer experience, loyalty and inertia
- Understanding customer experience and profitability
- Mapping the customer experience position today
- The six pillars of customer experience
- Essential metrics for measuring customer experience
- How to benchmark customer experience
- What are the key drivers of customer experience?
- Customer journey mapping and how to apply it
- Strategies for achieving excellent customer experience
- Developing a customer experience strategy
- Securing buy-in at all levels of customer experience
- Working with the sales and marketing teams to streamline customer experience
- How to create an internal service culture
- Using segmentation to deliver better customer experience
- Implementation of a customer experience programme
- The role of brands in creating better customer experience
- The role of products in creating better customer experience
- Price and its role in creating better customer experience
- Place and its role in creating better customer experience
- Promotion and its role in creating better customer experience
- The role of people in creating better customer experience
- Controls that ensure the customer experience programme stays on track
- Measuring performance of customer experience initiatives
- The challenge of continuous improvement in customer experience
- Index.