Customer experience
Customer experience
- TeleTech, 2016
- xi, 237 p. 23 cm.
what, how and why now
Includes bibliographical references. TOC:-- Chapter 1: Technology drives the customer experience movement-- Chapter 2: Customers just want their problems solved-- Chapter 3: Every customer's experience is personal-- Chapter 4: Eliminate the friction in your customer experience-- Chapter 5: Deliver a customer experience that's relevant to each customer-- Chapter 6: Seek out customer feedback-- Chapter 7: Personalize the customer experience-- Chapter 8: Earn your customers' trust-- Chapter 9: Let your humanity shine through-- Chapter 10: It won't be easy-- Chapter 11: There's real money to be made-- Chapter 12: How much is customer loyalty really worth?-- Chapter 13: Life in the frictionless fast lane-- Chapter 14: Caution: good intentions required--
When it comes to customer experience, Don Peppers is one of the world's most respected authorities. Over the last twenty years he and co-author Martha Rogers have written a series of best-selling books on the subject. So if you're looking for advice on how to think about, improve, and deliver a better customer experience, then this is the book for you. Organized as a series of short, easily digested and self-contained essays, it's packed with concrete examples, suggestions, and inspiring ideas. Read it straight through, or snack on it as you like.
9781483560151
HF COMMERCE
Consumers--Decision making
Customer relations
what, how and why now
Includes bibliographical references. TOC:-- Chapter 1: Technology drives the customer experience movement-- Chapter 2: Customers just want their problems solved-- Chapter 3: Every customer's experience is personal-- Chapter 4: Eliminate the friction in your customer experience-- Chapter 5: Deliver a customer experience that's relevant to each customer-- Chapter 6: Seek out customer feedback-- Chapter 7: Personalize the customer experience-- Chapter 8: Earn your customers' trust-- Chapter 9: Let your humanity shine through-- Chapter 10: It won't be easy-- Chapter 11: There's real money to be made-- Chapter 12: How much is customer loyalty really worth?-- Chapter 13: Life in the frictionless fast lane-- Chapter 14: Caution: good intentions required--
When it comes to customer experience, Don Peppers is one of the world's most respected authorities. Over the last twenty years he and co-author Martha Rogers have written a series of best-selling books on the subject. So if you're looking for advice on how to think about, improve, and deliver a better customer experience, then this is the book for you. Organized as a series of short, easily digested and self-contained essays, it's packed with concrete examples, suggestions, and inspiring ideas. Read it straight through, or snack on it as you like.
9781483560151
HF COMMERCE
Consumers--Decision making
Customer relations
