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Customer Experience for Dummies by Barnes, Roy; Kelleher, Bob
by Barnes, Roy; Kelleher, Bob | PB | Good
US $5.31
ApproximatelyS$ 6.87
Condition:
“Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, ”... Read moreabout condition
Good
A book that has been read but is in good condition. Very minimal damage to the cover including scuff marks, but no holes or tears. The dust jacket for hard covers may not be included. Binding has minimal wear. The majority of pages are undamaged with minimal creasing or tearing, minimal pencil underlining of text, no highlighting of text, no writing in margins. No missing pages.
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Item specifics
- Condition
- Good
- Seller Notes
- Binding
- Paperback
- Weight
- 1 lbs
- Product Group
- Book
- IsTextBook
- No
- ISBN
- 9781118725603
- Book Title
- Customer Experience for Dummies
- Publisher
- Wiley & Sons, Incorporated, John
- Item Length
- 9.2 in
- Publication Year
- 2014
- Format
- Trade Paperback
- Language
- English
- Illustrator
- Yes
- Item Height
- 1.1 in
- Genre
- Business & Economics
- Topic
- Sales & Selling / Management, Marketing / General, Customer Relations, Management
- Item Weight
- 16.8 Oz
- Item Width
- 7.3 in
- Number of Pages
- 368 Pages
About this product
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
1118725603
ISBN-13
9781118725603
eBay Product ID (ePID)
166231545
Product Key Features
Book Title
Customer Experience for Dummies
Number of Pages
368 Pages
Language
English
Topic
Sales & Selling / Management, Marketing / General, Customer Relations, Management
Publication Year
2014
Illustrator
Yes
Genre
Business & Economics
Format
Trade Paperback
Dimensions
Item Height
1.1 in
Item Weight
16.8 Oz
Item Length
9.2 in
Item Width
7.3 in
Additional Product Features
Intended Audience
Trade
LCCN
2014-937865
Table Of Content
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
Synopsis
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. Customer Experience For Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises. The book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. You'll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more. Gives you the tools you need to target customers more precisely Helps you implement new social and mobile strategies Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels Explains how a fully-engaged customer can help you outperform the competition Learn how to respond effectively to customer feedback Your brand's reputation and success is your lifeblood, and Customer Experience For Dummies shows you how to stay relevant, add value, and win and retain customers., Learn to: Move past satisfaction to engagement Measure the financial return of engaged customers Map your customer touchpoints Create measurable customer change Gain, engage, and retain customers with positive experiences If you re a businessperson, you know that creating a engaging customer experience is absolutely essential to keep your company relevant and top of mind. This book helps you listen to your customers and offers practical, easy-to-implement solutions for incorporating customer engagement into your business plans to attract loyal, happy customers. Dollars and sense get down to the nitty gritty of customer engagement and grasp its financial impact on your overall business plan Channel your inner Magellan map your customer s journey, design a captivating customer experience, and elicit an emotional response from your customers Utilize your customer engagement toolbox manage customer feedback, foster dialogue, and assemble the right customer experience team All about the customer discover customer experience metrics, measure performance, maintain alignment, and embed the customer in your culture Open the book and find: Customer experience killers to avoid Positive ways to deal with an unhappy customer Guidance on defining your customer experience intent A four week plan to redesign your touchpoints Tips for managing a crack customer experience team Unbelievable capabilities of awesome customer advocates Ten things to do to improve your own experience delivery
LC Classification Number
HF5415.5
Item description from the seller
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