Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth.
Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth.
Roy Barnes is one of the leading authorities on Customer Experience Design and Performance Management. He has more than 25 years of experience delivering world class results in both the for-profit and non-profit sectors. Bob Kelleher is the author of Employee Engagement For Dummies and the Founder of The Employee Engagement Group.
Inhaltsangabe
Introduction 1 Part I: What Is Customer Experience? 5 Chapter 1: Basic Training: Customer Experience Basics 7 Chapter 2: Dollars and Sense: The Financial Impact of Customer Experience 17 Chapter 3: Identifying Customer Experience Killers 29 Chapter 4: Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments 47 Part II: Creating Awesome Customer Experience 63 Chapter 5: The Anger Games: Dealing with an Angry Customer 65 Chapter 6: Good Intentions: Identifying Your Customer Experience Intent 83 Chapter 7: Channeling Your Inner Magellan: Mapping Your Customer's Journey 95 Chapter 8: Experience by Design: Designing a Captivating Customer Experience 111 Chapter 9: So Emotional: Eliciting an Emotional Response from Your Customers 127 Part III: Essential Enabling Elements 141 Chapter 10: Plan Up: Redesigning Your Touchpoint Program in Four Weeks 143 Chapter 11: Can We Talk? Managing Customer Feedback and Fostering Dialogue 167 Chapter 12: Building Customer Experience Knowledge in the Broader Workforce 185 Chapter 13: Assembling and Managing Your Customer Experience Team 197 Part IV: Making it Stick 219 Chapter 14: Creating Your Customer-Centric Culture 221 Chapter 15: Measure Up: Measuring Performance 239 Chapter 16: Making the Most of Measures: Key Customer Experience Metrics 259 Chapter 17: Initiatives, Projects, and Programs Oh My! 277 Part V: The Part of Tens 293 Chapter 18: Ten Ways to Improve Your Experience Delivery 295 Chapter 19: Ten Key Qualities of Awesome Customer Experience Advocates 301 Chapter 20: Ten Tools to Track Your Customer Experience Program's Performance 309 Chapter 21: Ten(ish) Great Books for Boosting Customer Experience 321 Index 327
Introduction 1 Part I: What Is Customer Experience? 5 Chapter 1: Basic Training: Customer Experience Basics 7 Chapter 2: Dollars and Sense: The Financial Impact of Customer Experience 17 Chapter 3: Identifying Customer Experience Killers 29 Chapter 4: Is There a Doctor in the House? Diagnosing Your Customer Experience Ailments 47 Part II: Creating Awesome Customer Experience 63 Chapter 5: The Anger Games: Dealing with an Angry Customer 65 Chapter 6: Good Intentions: Identifying Your Customer Experience Intent 83 Chapter 7: Channeling Your Inner Magellan: Mapping Your Customer's Journey 95 Chapter 8: Experience by Design: Designing a Captivating Customer Experience 111 Chapter 9: So Emotional: Eliciting an Emotional Response from Your Customers 127 Part III: Essential Enabling Elements 141 Chapter 10: Plan Up: Redesigning Your Touchpoint Program in Four Weeks 143 Chapter 11: Can We Talk? Managing Customer Feedback and Fostering Dialogue 167 Chapter 12: Building Customer Experience Knowledge in the Broader Workforce 185 Chapter 13: Assembling and Managing Your Customer Experience Team 197 Part IV: Making it Stick 219 Chapter 14: Creating Your Customer-Centric Culture 221 Chapter 15: Measure Up: Measuring Performance 239 Chapter 16: Making the Most of Measures: Key Customer Experience Metrics 259 Chapter 17: Initiatives, Projects, and Programs Oh My! 277 Part V: The Part of Tens 293 Chapter 18: Ten Ways to Improve Your Experience Delivery 295 Chapter 19: Ten Key Qualities of Awesome Customer Experience Advocates 301 Chapter 20: Ten Tools to Track Your Customer Experience Program's Performance 309 Chapter 21: Ten(ish) Great Books for Boosting Customer Experience 321 Index 327
Es gelten unsere Allgemeinen Geschäftsbedingungen: www.buecher.de/agb
Impressum
www.buecher.de ist ein Internetauftritt der buecher.de internetstores GmbH
Geschäftsführung: Monica Sawhney | Roland Kölbl | Günter Hilger
Sitz der Gesellschaft: Batheyer Straße 115 - 117, 58099 Hagen
Postanschrift: Bürgermeister-Wegele-Str. 12, 86167 Augsburg
Amtsgericht Hagen HRB 13257
Steuernummer: 321/5800/1497
USt-IdNr: DE450055826
