Leading the Customer Experience – How to Chart a Course and Deliver Outstanding Results
Autor Brad Cleveland, Scott McKainen Limba Engleză Paperback – 2 mai 2021
The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way.
Leading the Customer Experience is easy to understand and imminently practical. It is based on the author's extensive experience both as a founding partner of one of the world's most influential customer management organizations, and his work with B2B and B2C organizations in the private and public sectors. The author's down-to-earth explanations cut through jargon and clutter, while stories and examples bring important principles to life. Leading the Customer Experience is relatable to anyone leading, managing or aspiring to better understand customer experience.
Toate formatele și edițiile | Preț | Express |
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Paperback (1) | 231.76 lei 3-5 săpt. | +20.92 lei 4-10 zile |
Kogan Page – 2 mai 2021 | 231.76 lei 3-5 săpt. | +20.92 lei 4-10 zile |
Hardback (1) | 518.00 lei 6-8 săpt. | |
Kogan Page – 2 mai 2021 | 518.00 lei 6-8 săpt. |
Preț: 231.76 lei
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Specificații
ISBN-13: 9781789666878
ISBN-10: 1789666872
Pagini: 280
Dimensiuni: 158 x 233 x 19 mm
Greutate: 0.54 kg
Editura: Kogan Page
ISBN-10: 1789666872
Pagini: 280
Dimensiuni: 158 x 233 x 19 mm
Greutate: 0.54 kg
Editura: Kogan Page
Cuprins
Chapter - 00: Introduction; Chapter - 01: Build Your Approach - Getting Started; Chapter - 02: Build Your Approach - Engaging Your Team; Chapter - 03: Listen and Learn - Hearing Your Customers; Chapter - 04: Listen and Learn - Leveraging Customer Service; Chapter - 05: Educate and Design - Telling Your Customer's Story; Chapter - 06: Educate and Design - Shaping Processes and Technology; Chapter - 07: Inspire and Execute - Building Customer Advocacy; Chapter - 08: Inspire and Execute - Delivering Perfection; Chapter - 09: Adjust and Innovate - Assessing and Improving; Chapter - 10: Adjust and Innovate - Keeping the Momentum Going
Descriere
Lead your organization with a customer experience vision that captures the voice of the customer and empowers employees to improve how they develop, market and sell your products and services.