Customer experience management rebooted : are you an experience brand or an efficiency brand?

• Main Author: Walden, Steven (Author)
• Format: Electronic eBook
• Language: English
• Published: London, United Kingdom : Palgrave Macmillan, 2017.
• Subjects: Customer relations > Management.; Consumer satisfaction.; Customer services.; elektronické knihy; electronic books
• ISBN: 9781349949052; 9781349949045
• Physical Description: 1 online resource (xix, 260 pages) : 24 illustrations in color

Customer experience management is not about managing every objective "experience" your customers have with you. It's about understanding, measuring and creating "experiences" that customers "value". So while service and efficiency are wonderful things, they represe...