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Learn how to bring customer excellence to your B2B business to retain existing clients and win new business, this bestselling guide contains expert advice from leading industry experts, as well as new frameworks and approaches.
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Learn how to bring customer excellence to your B2B business to retain existing clients and win new business, this bestselling guide contains expert advice from leading industry experts, as well as new frameworks and approaches.
Produktdetails
- Produktdetails
- Verlag: Kogan Page
- 2nd edition
- Seitenzahl: 272
- Erscheinungstermin: 30. Mai 2023
- Englisch
- Abmessung: 234mm x 156mm x 22mm
- Gewicht: 562g
- ISBN-13: 9781398608535
- ISBN-10: 139860853X
- Artikelnr.: 65215926
- Verlag: Kogan Page
- 2nd edition
- Seitenzahl: 272
- Erscheinungstermin: 30. Mai 2023
- Englisch
- Abmessung: 234mm x 156mm x 22mm
- Gewicht: 562g
- ISBN-13: 9781398608535
- ISBN-10: 139860853X
- Artikelnr.: 65215926
Nick Hague, based in Manchester, UK, is co-founder and Head of Growth at B2B International. He has over 25 years' experience working across all industry sectors in B2B market research. He hosts the B2B Insights Podcast where he regularly interviews experts on B2B marketing, customer experience and branding. Paul Hague, based in Manchester, UK, is co-founder of B2B International. He has close to 50 years of practical experience in running a successful market research agency and is the author of Market Research in Practice 5e and The Business Model Handbook, also published by Kogan Page.
Section
ONE Part one: Why Bother?; Chapter
01: What is customer experience and what triggers it?; Chapter
02: The importance of customer experience; Chapter
03: The Net Promoter Score and customer experience; Section
TWO Part two: A Plan For Delivering Excellent Customer Experience; Chapter
04: The six pillars of customer experience; Chapter
05: Staying on track; Chapter
06: Staying ahead of the competition; Chapter
07: Drivers of customer experience; Chapter
08: Customer experience throughout the customer journey; Section
THREE Part three: Turning The Customer Experience Plan Into Action; Chapter
09: The long and the short of customer experience; Chapter
10: Selling your customer experience strategy within your company; Chapter
11: Building a customer experience culture; Chapter
12: Horses for courses; Chapter
13: Getting the right people; Section
FOUR Part four: Linking Customer Experience To The 4Ps; Chapter
14: How your brand affects customer experience; Chapter
15: How your products affects customer experience; Chapter
16: How your prices affects customer experience; Chapter
17: How distribution and the supply chain affects customer experience; Chapter
18: How advertising and promotions affects customer experience; Section
FIVE Part five: The Role Of IT In Customer Experience; Chapter
19: Make or break; Chapter
20: Customer relationship management; Section
SIX Part Six: Moving Forward; Chapter
21: Continuous improvement in customer experience;
ONE Part one: Why Bother?; Chapter
01: What is customer experience and what triggers it?; Chapter
02: The importance of customer experience; Chapter
03: The Net Promoter Score and customer experience; Section
TWO Part two: A Plan For Delivering Excellent Customer Experience; Chapter
04: The six pillars of customer experience; Chapter
05: Staying on track; Chapter
06: Staying ahead of the competition; Chapter
07: Drivers of customer experience; Chapter
08: Customer experience throughout the customer journey; Section
THREE Part three: Turning The Customer Experience Plan Into Action; Chapter
09: The long and the short of customer experience; Chapter
10: Selling your customer experience strategy within your company; Chapter
11: Building a customer experience culture; Chapter
12: Horses for courses; Chapter
13: Getting the right people; Section
FOUR Part four: Linking Customer Experience To The 4Ps; Chapter
14: How your brand affects customer experience; Chapter
15: How your products affects customer experience; Chapter
16: How your prices affects customer experience; Chapter
17: How distribution and the supply chain affects customer experience; Chapter
18: How advertising and promotions affects customer experience; Section
FIVE Part five: The Role Of IT In Customer Experience; Chapter
19: Make or break; Chapter
20: Customer relationship management; Section
SIX Part Six: Moving Forward; Chapter
21: Continuous improvement in customer experience;
Section
ONE Part one: Why Bother?; Chapter
01: What is customer experience and what triggers it?; Chapter
02: The importance of customer experience; Chapter
03: The Net Promoter Score and customer experience; Section
TWO Part two: A Plan For Delivering Excellent Customer Experience; Chapter
04: The six pillars of customer experience; Chapter
05: Staying on track; Chapter
06: Staying ahead of the competition; Chapter
07: Drivers of customer experience; Chapter
08: Customer experience throughout the customer journey; Section
THREE Part three: Turning The Customer Experience Plan Into Action; Chapter
09: The long and the short of customer experience; Chapter
10: Selling your customer experience strategy within your company; Chapter
11: Building a customer experience culture; Chapter
12: Horses for courses; Chapter
13: Getting the right people; Section
FOUR Part four: Linking Customer Experience To The 4Ps; Chapter
14: How your brand affects customer experience; Chapter
15: How your products affects customer experience; Chapter
16: How your prices affects customer experience; Chapter
17: How distribution and the supply chain affects customer experience; Chapter
18: How advertising and promotions affects customer experience; Section
FIVE Part five: The Role Of IT In Customer Experience; Chapter
19: Make or break; Chapter
20: Customer relationship management; Section
SIX Part Six: Moving Forward; Chapter
21: Continuous improvement in customer experience;
ONE Part one: Why Bother?; Chapter
01: What is customer experience and what triggers it?; Chapter
02: The importance of customer experience; Chapter
03: The Net Promoter Score and customer experience; Section
TWO Part two: A Plan For Delivering Excellent Customer Experience; Chapter
04: The six pillars of customer experience; Chapter
05: Staying on track; Chapter
06: Staying ahead of the competition; Chapter
07: Drivers of customer experience; Chapter
08: Customer experience throughout the customer journey; Section
THREE Part three: Turning The Customer Experience Plan Into Action; Chapter
09: The long and the short of customer experience; Chapter
10: Selling your customer experience strategy within your company; Chapter
11: Building a customer experience culture; Chapter
12: Horses for courses; Chapter
13: Getting the right people; Section
FOUR Part four: Linking Customer Experience To The 4Ps; Chapter
14: How your brand affects customer experience; Chapter
15: How your products affects customer experience; Chapter
16: How your prices affects customer experience; Chapter
17: How distribution and the supply chain affects customer experience; Chapter
18: How advertising and promotions affects customer experience; Section
FIVE Part five: The Role Of IT In Customer Experience; Chapter
19: Make or break; Chapter
20: Customer relationship management; Section
SIX Part Six: Moving Forward; Chapter
21: Continuous improvement in customer experience;