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 Electronic eBook
LanguageEnglish
Published Bingley, U.K. : Emerald Publishing Limited, 2021.
Subjects
Customer relations > Asia.
Consumer satisfaction > Asia.
Relationship marketing > Asia.
elektronické knihy
electronic books
Online AccessFull text
ISBN9781839097126
DOI10.1108/9781839097102
Physical Description1 online resource (308 pages)

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Table of Contents:
  • 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.

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