This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people or installers.
This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people or installers.
Daniel Lafrenière is a consultant, author and conference speaker in the field of customer experience. He has more than 30 years of experience in the field. During the years, he has regularly given hundreds of conferences, lectures, and training sessions on customer experience in Canada, the United States, and Europe. He currently works as a customer experience consultant for companies in a wide array of industries, including finance and banking, pharmaceuticals, insurance, tourism, transportation, healthcare and retail. From 1992 to 2006, he taught at the Bachelor's and Master's degree level at Université Laval and was also a guest professor at Université de Montréal and Université de Lyon in France. He is the author of seven business books, including: Les dessous de l'expérience client (2018), De kessé l'expérience client? (2017), Le petit guide de la grande expérience client (2012) and Talk to me - Get personal. Get relevant. Get more customers! (2010). His comments and recommendations have been read and heard in the following media: La Presse and le Soleil (newspapers), RDI (CBC News), Radio-Canada Première (CBC Radio), TVA News and Cogeco Radio.
Inhaltsangabe
1 What Is Customer Experience? 2 Why is Customer Experience so Important? 3 One Interaction. Multiple Touchpoints. 4 How To Create a Stellar Customer Experience 5 Measuring 6 Maintaining Customer Relationships. 7 The Importance of Digital Customer Experience 8 Why You Should Care About Social Media. 9 A Few Final Thoughts
1 What Is Customer Experience? 2 Why is Customer Experience so Important? 3 One Interaction. Multiple Touchpoints. 4 How To Create a Stellar Customer Experience 5 Measuring 6 Maintaining Customer Relationships. 7 The Importance of Digital Customer Experience 8 Why You Should Care About Social Media. 9 A Few Final Thoughts
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