Customer experience 

 -  TeleTech,  2016 
 - xi, 237 p.  23 cm. 
<br/><br/> what, how and why now 
<br/><br/>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-- 
<br/><br/> 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. 
<br/><br/><label>ISBN: </label>9781483560151 
<br/><br/><label>Subjects--Uniform Titles: </label><br/>HF COMMERCE
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumers--Decision making<br/>Customer relations