Crafting customer experience strategy : lessons from Asia

When analysing customer experience, there is often a disconnect in the kind of customer experience senior leadership believes their organizations deliver and what consumers say they actually receive. Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management...

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Bibliographic Details
Other Authors: Popli, Sapna, (Editor), Rishi, Bikramjit, (Editor)
Format: eBook
Language: English
Published: Bingley, U.K. : Emerald Publishing Limited, 2021.
Subjects:
Customer relations > Asia.
Consumer satisfaction > Asia.
Relationship marketing > Asia.
Business & Economics, Customer Relations.
Sales & marketing management.
elektronické knihy
electronic books
ISBN: 9781839097126
Physical Description: 1 online resource (308 pages)

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Table of contents

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020 |a 9781839097126  |q (e-book) 
040 |a UtOrBLW  |b eng  |e rda  |c UtOrBLW 
043 |a a------ 
080 |a 658.8 
245 0 0 |a Crafting customer experience strategy :  |b lessons from Asia /  |c edited by Sapna Popli (Institute of Management Technology (IMT), Ghaziabad, India), Bikramjit Rishi (Institute of Management Technology (IMT), Ghaziabad, India). 
264 1 |a Bingley, U.K. :  |b Emerald Publishing Limited,  |c 2021. 
264 4 |c ©2021 
300 |a 1 online resource (308 pages) 
336 |a text  |b txt  |2 rdacontent 
337 |a computer  |b c  |2 rdamedia 
338 |a online resource  |b cr  |2 rdacarrier 
500 |a Includes index. 
504 |a Includes bibliographical references. 
505 0 |a Chapter 1. The what, why and how of customer experience / Sapna Popli and Bikramjit Rishi -- Chapter 2. Getting into the customer's shoes - customer journey management / Bikramjit Rishi and Sapna Popli -- Chapter 3. Emotions -the essence of customer experience / Irfan A. Rizv and Sapna Popli -- Chapter 4. Recipe for a great customer experience - the three voices / Ashita Aggarwal -- Chapter 5. Technology and the future of customer experience / Vandana Srivastava / Sanjeev Kishore and Deepika Dhingra -- Chapter 6. Customer experience by design or by accident / Smitha Girija and Devika Rani Sharma -- Chapter 7. Breaking corporate silos - making customer experience work / Anindita Banerjee -- Chapter 8. The business case for customer experience / Meena Bhatia and Pankaj Priya -- Chapter 9. Customer experience: a business to business context / Dinesh Sharma and Sumanjit Dass -- Chapter 10. Customer experience management - the road ahead / Sapna Popli and Bikramjit Rishi. 
520 |a When analysing customer experience, there is often a disconnect in the kind of customer experience senior leadership believes their organizations deliver and what consumers say they actually receive. Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a sustained competitive advantage for businesses. In uncovering this essential strategic challenge, this book explores the need to create customer experiences by design utilizing data, as well as the importance of engaging with the voice of the customer, the employee and the process in managing the customer journey. In this book a range of real world insights are scrutinized from a variety of leading organizations; chapters explore a wide range of themes including how organizations create experiences, the customer journey, emotions, technology and the returns in designing improved experiences. This is an essential reading for marketing students, scholars and practitioners looking for understanding and insights in customer experience management. 
588 0 |a Print version record. 
650 0 |a Customer relations  |z Asia. 
650 0 |a Consumer satisfaction  |z Asia. 
650 0 |a Relationship marketing  |z Asia. 
650 7 |a Business & Economics, Customer Relations.  |2 bisacsh 
650 7 |a Sales & marketing management.  |2 bicssc 
655 7 |a elektronické knihy  |7 fd186907  |2 czenas 
655 9 |a electronic books  |2 eczenas 
700 1 |a Popli, Sapna,  |e editor. 
700 1 |a Rishi, Bikramjit,  |e editor. 
776 0 8 |i Print version:  |z 9781839097119 
776 0 8 |i PDF version:  |z 9781839097102 
856 4 0 |u https://proxy.k.utb.cz/login?url=https://doi.org/10.1108/9781839097102  |y Full text 

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