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Customer experience

Contributor(s): Material type: TextTextLanguage: English Publication details: TeleTech, 2016Description: xi, 237 p. 23 cm.ISBN:
  • 9781483560151
Subject(s):
Contents:
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--
Summary: 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.
Holdings
Item type Current library Call number Status Date due Barcode
Book TBS Barcelona Libre acceso HF5415.5 PEP (Browse shelf(Opens below)) Available B03791

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.

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