Alan Pennington

Customer Experience Manual, The (eBook, PDF)

How to design, measure and improve customer experience in your business

• Format: PDF

Produktbeschreibung

THE FIRST STEP-BY-STEP GUIDE ON HOW TO ENGAGE WITH YOUR CUSTOMER EXPERIENCE AND IMPROVE YOUR COMPANY'S BUSINESS PERFORMANCE.

Customer experience is fast becoming a key component of business strategy and a critical differentiator in crowded markets, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do and how to improve for your business.

From customer journey mapping to using big data, this is the ultimate customer experience manual for businesses, whatever the size of your company. Split into two parts, you'll discover:

· Why customer experience is so important in business - how it applies to you.

· How to deliver a consistently positive customer experience - step-by-step guides on how to use customer experience tools and measure success in your business.

Challenge traditional thinking about customers and learn how to think differently, avoid typical mistakes and integrate the customer into your organisational DNA and structures. The Customer Experience Book will show you both the business benefits and how to approach, design, lead and deliver an effective customer experience, whatever your level.

YOUR CUSTOMER EXPERIENCE IS KEY - DISCOVER HOW TO MAKE IT GREAT.

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Dieser Download kann aus rechtlichen Gründen nur mit Rechnungsadresse in A, B, BG, CY, CZ, D, DK, EW, E, FIN, F, GR, HR, H, IRL, I, LT, L, LR, M, NL, PL, P, R, S, SLO, SK ausgeliefert werden.

Produktdetails

• Verlag: Pearson HigherEducation
• Seitenzahl: 232
• Erscheinungstermin: 12. September 2016
• Englisch
• ISBN-13: 9781292148472
• Artikelnr.: 45962327

Autorenporträt

Alan Pennington is a Global Customer Experience/Redesign Guru. He was Managing Director and co-founder of Mulberry Consulting the Number One CE business globally and Executive Chair of 'Experience by Design' a South African based venture. He has worked with a wide range of businesses, including financial services, travel, retail, public sector and education both in B2B and B2C, including Emirates, Vodafone, Reed Elsevier, City & Guilds, British Council, Aviva and many others.

Inhaltsangabe

Preface
Acknowledgments
Introduction
Part 1 – Customer Experience in Business
1. Does your customer experience happen by design or by accident?
2. Connecting with your [inner] customer to create a customer intelligent
company
3. Emotions or how you feel and the customer experience
Part 2 - Customer Experience in Action
4. Where are you? What do you want to deliver?
5. How to plan and deliver an improved experience
6. How to use Customer Journey Mapping
7. How to design new and improved experiences (WOW versus consistency)
8. How to use measures to drive and deliver your experience
9. How small data can make the difference
10. How to build trust through experience
11. How to equip and support teams for success