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

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...

Full description

Saved in:
Bibliographic Details
Main Author Walden, Steven (Author)
Format Electronic eBook
LanguageEnglish
Published London, United Kingdom : Palgrave Macmillan, 2017.
Subjects
Customer relations > Management.
Consumer satisfaction.
Customer services.
elektronické knihy
electronic books
Online AccessFull text
ISBN9781349949052
9781349949045
Physical Description1 online resource (xix, 260 pages) : 24 illustrations in color

Cover

Table of Contents:
  • 1. The Squonk
  • Section 1: Understand
  • 2. Right understanding
  • 3. Right commercial principles
  • Section 2: Data
  • 4. Right data
  • 5. Some key things that make subjective data different from objective
  • 6. The subjective data line
  • 7. Customer experience is complex
  • Section 3: Customer experience research
  • 8. Traditional surveys are efficiency surveys
  • 9. Customer experience research
  • Section 4: Emotions and the Customer Experience
  • 10. The value of emotions
  • Section 5: Mind-set
  • 11. Right mind-set
  • Section 6: Not Do
  • 12. Customer experience bad
  • Section 7: And finally
  • 13. Interconnectedness.

Similar Items